Associate Project Manager - Screens

Boston, MA /
Customer Technology – Project /
At the Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
 
The MBTA Customer Technology team is working to transform how people get around the Boston area.
 
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
 
Do you want to improve the daily transportation experience for 4.7 million people in the Boston region? Ready for the challenge? Then read on.

You will work on 
The MBTA provides real-time information to riders on a number of screens and audio solutions, many of which are managed by the Customer Technology team. Recently, we installed Solar-Powered E Ink Signs and LCD screens at new bus shelters, and we maintain these plus additional LCD screens and the LED countdown clocks across the system. These screens, and the real-time data and service alerts they display, are central to riders’ experience of the MBTA—more than 90% of them report using them on their last trip. As we scale up, we are looking for an Associate Project Manager to own and improve the processes that allow us to monitor performance, respond to outages, and adjust our work to improve the experience for riders. 

About this position 
As an Associate Project Manager in Customer Technology’s Screens team, you will be the bridge between in-house project teams (which focus on deploying new projects), in-house product teams (which own the technology that monitors the audio/visual equipment), and external hardware, software, and maintenance vendors. One day you may be evaluating battery voltage trends to identify necessary solar upgrades for E-Ink signs, and the next you may develop a report of countdown clock message response time by station. 

Duties and Responsibilities:

    • Work with CTD project managers to manage deployed hardware. This will include owning the inventory of installed and spare screens and associated components, tracking maintenance performed, monitoring and reporting on capital lifecycle needs and opportunities, warranty expiration, hardware lifecycle replacement, etc.  

    • Be the first point-of-contact for hardware maintenance. This will include responding to hardware issues diagnosed by our automated monitoring (during business hours), coordinating directly with vendors to manage open work orders and resolve persistent outages, and managing the hardware return, repair, and/or warranty processes. 

    • Own hardware performance data. This will include regularly updating hardware performance files and creating reports for project teams, stakeholders, and external vendors. You will be tasked with identifying long-term performance trends and maintenance needs and will have the opportunity to build a proper database for tracking performance metrics. You will also help develop new health monitoring processes for our system’s countdown clocks. 

    • Work with CTD project and product teams and vendors to operationalize new projects as they are deployed. This includes identifying variables to track based on hardware/software capability, vendor’s API, etc. You will also help to define how we measure uptime other project metrics as appropriate. 

    • Support CTD Screens team infrequent tasks and long-term goals. This may include working with the MBTA Information Technology team to coordinate maintenance of relevant hardware and software or working with CTD product teams and partner departments to create audio & visual stop announcement content. You may also evaluate other operational processes to identify potential improvements to save resources or to minimize downtime. 

This job requires:

    • Organization: Managing multiple screen, audio, and other hardware/software solutions in real-time while working on other important tasks will require comfort with context switching and an ability to prioritize. 

    • Communication: Troubleshooting and resolving issues requires clear communication with stakeholders, colleagues in CTD, other MBTA departments, and vendors. Successfully interfacing with all of these groups will require the ability to communicate concisely and effectively. 

    • Attention to detail: This position will require someone who can dive into data and think critically about how to effectively monitor hardware and create meaningful reports for stakeholders. 

What we're looking for:

    • Although we're mostly interested in your ability to do the work, here are some guidelines on the capabilities and experience we think might be most suited for this role. Please keep in mind that the experience guidelines are advisory, and not required. 

    • Approximately 1-3 years of professional experience as an analyst, project coordinator, project manager, or in an operations support role 
    • Experience using online collaboration tools (e.g., Slack, Asana, Microsoft Office Suite, etc.) 
    • Excellent oral and written communication skills, and the ability to translate both for different audiences 
    • Exceptional attention to detail 
    • Critical thinking approach to problem solving 
    • Familiarity with the MBTA transit system as a rider 
    • Familiarity with, or experience in, the communities served by the MBTA 
    • Preferred: experience with projects that involve audio/visual hardware, experience managing external vendors, and/or experience with code or database tools 

Minimum Education:

    • Formal education in project management, city planning, computer science, construction, engineering, economics, data science, public administration, or a related field (This could be a college degree, a bootcamp, a certificate program, or something else entirely). 
This is a full-time hourly position within the Customer Technology Department at the MBTA. We work with payroll vendors that offer benefits such as pre-taxed health insurance, 401k options, and paid sick time. After at least one year on the job, there may be an opportunity to become a salaried employee with the MBTA.

It is the policy of the Commonwealth that all executive department employees shall be required to demonstrate they have received COVID-19 vaccination and maintain full COVID-19 vaccination as a condition of continuing employment.” Read the executive order and press release.

Diversity, Equity, and Inclusion

CTD is dedicated to creating a diverse and inclusive environment—it’s essential to the work we do. In order to effectively partner with MBTA departments and do our best work for riders, our team must reflect the wide variety of people who use the MBTA’s services. We welcome people with different strengths, experiences, and backgrounds who share a passion for improving people's lives. Our team is deeply committed to diversity, inclusion, and continual learning. We strive to foster an environment where each individual is valued, feels a sense of belonging, and is welcomed to bring their best self to work.

Here at CTD, we provide equal opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and manage all personnel without regard to race, color, national origin, cultural identification or expression, socioeconomic background, religion, gender, gender identity or expression, sexual orientation, family status, marital status, learning style, neurodiversity, genetics, disability, age, veteran status, or any other non-merit based or legally protected grounds. 

Research has shown that women and people of color are less likely to apply for roles unless they believe they meet all qualifications. We strongly encourage candidates from marginalized groups to apply, even if you don't believe you meet every one of the job qualifications listed. We’re committed to maximizing the diversity of our team and want to hear from anyone who is passionate about our efforts and interested in supporting our work for riders.