Rider Experience Project Manager (Human-Centered Design)

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

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.