MTA Customer Experience Department – Project Manager

Whitman, Requardt & Associates, LLP; Baltimore (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Leave accrual

Group Life Insurance

401(k) Retirement Plan

Tuition Reimbursement

Employee Assistance Program

Parental and maternity leave benefits

Job summary

Whitman, Requardt & Associates, LLP is seeking a Project Manager for the MTA Customer Experience Department in Baltimore, MD. The role blends human-centered design with project management to improve rider experience and drive strategic initiatives.

The Project Manager will plan, coordinate, and deliver key Rider Experience projects, collaborating with cross-functional teams, external partners, and internal programs to create scalable processes and measurable outcomes for MTA riders.

Qualifications

• Agile or Scrum Master certifications are highly desirable.
• Project Management Professional (PMP) certification or equivalent.
• Familiarity with the transit industry and a strong understanding of the unique challenges of public transportation.
• Strong skills in building partnerships and liaising with team leaders to align project delivery with broader departmental goals.
• Demonstrated experience coordinating the creation, testing, and refinement of project deliverables such as digital/print products and communications.

Responsibilities

• Develop comprehensive project plans with timelines, deliverables, and resources.
• Coordinate and deliver assigned projects aligned with MTA’s strategic goals.
• Collaborate with internal teams and external stakeholders for successful outcomes.
• Monitor progress and adapt plans to achieve goals.
• Lead workshops, meetings, and user tests to gather input and refine deliverables.
• Incorporate human-centered design into project delivery with cross-functional collaboration.
• Identify risks and develop mitigation strategies to protect timelines.

Skills

Agile/Scrum Master

PMP Certification

Transit Industry Knowledge

Stakeholder Liaison

User-Centered Design

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

MTA Customer Experience Department – Project Manager

Balt 2, Transit/Rail Full Time Baltimore, MD, US

3 days ago Requisition ID: 3516

At Whitman, Requardt & Associates, LLP, we are "People Focused and Project Driven". We have been in business for more than 110 years and we are known for our quality work and quality employees. This is your chance to join our team - help us to design the infrastructure and buildings that improve the world!

WRA is looking for a Project Manager to work with our client, onsite at the Office of Customer Experience at the Maryland Transit Administration (MTA).The Project Manager will lead the implementation and delivery of key projects designed to enhance the agency's customer experience. While project management is at the core of this role, this is not a typical project management position—this role requires a strategic and creative thinker who can help shape how Rider Experience projects are executed across the agency. Beyond managing the lifecycle of projects from scoping to execution, the Project Manager will lead efforts to develop new frameworks, processes, and workflows that will guide future initiatives. This role will collaborate with cross-functional teams and external partners to drive initiatives that positively impact MTA riders.

This position will combine human-centered design methods with project management practices to approach solving problems through research, ideation, and implementation. The Rider Experience team’s process begins with understanding the transit riders, then working collaboratively with riders, agency staff and other stakeholders to co-create tailored solutions that meet rider needs. As a key contributor to the evolution of how Rider Experience projects are structured, the Project Manager will play an active role in refining and standardizing approaches that can be applied across future agency-wide efforts.

Key Responsibilities:

1. Project Planning and Delivery:

• Develop comprehensive project plans and scopes of work including timelines, deliverables, and resource allocation, to guide project execution.
• Coordinate and manage the implementation and delivery of assigned projects, ensuring alignment with MTA’s strategic goals.
• Collaborate with internal teams and external stakeholders to ensure successful project outcomes.
• Monitor progress and address challenges during the delivery phase, adapting plans as needed to achieve project goals.

2. Stakeholder Collaboration and Communication:

• Serve as the primary point of contact for project stakeholders, maintaining clear and consistent communication.
• Collaborate with cross-functional teams, including marketing, data analysis, customer feedback, operations and others to ensure alignment and integration of project initiatives.
• Facilitate project-related workshops, meetings, and user testing sessions to gather input and refine deliverables.

3. Human-Centered Design Integration:

• Collaborate closely with the Program Manager to incorporate human-centered design principles into project delivery.
• Engage end-users and use Rider Experience team’s rider data to help inform the decision-making process throughout the project lifecycle to ensure proposed project solutions meet rider needs and expectations.

4. Risk Management and Problem-Solving:

• Identify potential risks and develop mitigation strategies to address challenges during project execution.
• Proactively resolve issues that arise, ensuring minimal disruption to project timelines and objectives.
• Develop solutions to optimize processes and improve overall project delivery.

5. Coordination with Program Manager:

• Partner with the Program Manager to continuously improve Rider Experience team processes.
• Align projects informed by program-level data and strategic objectives.

6. Systems Development and Strategic Growth:

• Build, refine, and scale internal systems (e.g., Notion or other project management tools) to enhance efficiency and collaboration within the Rider Experience team.
• Develop scalable strategies to maximize impact with a small team, ensuring effective resource allocation and operational efficiency.
• Implement best practices for knowledge management, change management and documentation to support long-term team effectiveness and adaptability.

7. Performance Metrics and Evaluation:

• Define project success criteria and establish metrics to evaluate project outcomes and effectiveness.
• Coordinate with the Director and other team members to monitor project performance, using insights to inform future initiatives.
• Prepare and present reports on project progress, challenges, and successes to leadership and stakeholders.

Requirements:

Preferred Qualifications:

• Agile or Scrum Master certifications are highly desirable.
• Project Management Professional (PMP) certification or equivalent.
• Familiarity with the transit industry and a strong understanding of the unique challenges associated with public transportation.
• Strong skills in building partnerships and liaising with team leaders to align project delivery with broader departmental goals.
• Demonstrated experience in coordinating the creation, testing,and refinement of project deliverables,such as digital/print products and communications.
• Commitment to delivering innovative,user-centered solutions that improve rider satisfaction and service delivery.

WRA recognizes that employees play an important role in its success. Our commitment to full-time employees is reflected in the comprehensive benefits package we offer:

• Leave accrual and paid holidays
• Group Life Insurance, as well as additional optional life Insurance, short and long term disability insurance
• Flexible spending accounts for medical and dependent care reimbursement
• 401(k) Retirement Plan
• Tuition Reimbursement
• Employee Assistance Program
• Parental and maternity leave benefits

WRA is an equal opportunity/affirmative action employer and complies with all applicable anti-discrimination laws.

The expected compensation range for this position is $90,000.00 - $130,000.00. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience.

Applicants must be currently authorized to work in the United States on a full-time basis without the need for employment-based visa sponsorship now or in the future. WRA will not sponsor applicants for U.S. work visa status for this opportunity. (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)