Strategic Communications Manager for Transit

Transdev North America, Inc.; Quincy (MA); On-site; USD 106,000 - 113,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America, Inc. is seeking a Communications Manager to join our team in Quincy, MA, reporting to the General Manager. We seek customer service-oriented professionals who are dedicated to safety.

The role supports MBTA operations with a focus on automated channels, campaigns, and cross-functional coordination to improve service exposure and efficiency. Strong writing and stakeholder collaboration are essential.

Qualifications

• Bachelor’s Degree in English or other communication related field preferred.
• 2+ years of experience in a transportation call center environment preferred.
• Strong proficiency in Zendesk Support, Zendesk Guides, Twilio, Slack, Microsoft Word, Excel and PowerPoint, Power BI, and Canva.
• Excellent English language writing, proofreading, and oral communication skills.
• Excellent organizational and interpersonal skills with attention to detail.

Responsibilities

• Offer customer-centered solutions for automated channels.
• Drive successful utilization of services while reducing center operating costs.
• Define KPIs for each communications channel and benchmark performance.
• Coordinate marketing campaigns to increase exposure and knowledge of available services.
• Interface and communicate regularly with cross-functional teams (reservations, dispatch, QA, training, admin).
• Create internal communications protocols and deliverables such as release notes and user guides.
• Ensure internal messages are consistent with external communications and adjust content based on staff feedback.

Skills

Listening skills

Customer service

Written communication

Oral communication

Education

Bachelor’s Degree in English or related field

Tools

Zendesk Support

Zendesk Guides

Twilio

Slack

Microsoft Word

Excel

PowerPoint

Power BI

Canva

Job description

Transdev North America, Inc. is seeking a Communications Manager to join our team in Quincy, MA, reporting to the General Manager. We seek customer service-oriented professionals who are dedicated to safety.

The role supports MBTA operations with a focus on automated channels, campaigns, and cross-functional coordination to improve service exposure and efficiency. Strong writing and stakeholder collaboration are essential.