Project Manager - Service Disruption + Wayfinding Communications

Boston, MA /
CX Team – CX Team /
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.

The MBTA is evolving every day. As part of our $8 billion, 5-year capital investment plan, we're renovating stations, modernizing fare collection systems, upgrading services for our buses, subways, and ferries, and improving the accessibility of the entire system. Service disruptions are necessary for many of these projects and providing clear and concise wayfinding is vital to our customers’ experience.


    • Understand all customer-facing work the MBTA is doing that will impact or disrupt service by working cross-functionally across various MBTA departments and contractors including Systemwide Accessibility, Operations, Operations Control Center, Keolis, Plans & Schedules, and Capital Delivery

    • Develop a comprehensive communications plan for each disruption and service change. Standard plans will typically involve planning the language, timing, channels, and locations for all communications
    • Maintain an awareness of local events and holidays and their potential impacts to service
    • Create, advise, and monitor temporary wayfinding signage plans for ongoing construction and development projects on MBTA property
    • Develop and adhere to data-based standards for the timing and mediums of communication that maximize rider awareness and satisfaction
    • Direct the development of and implement consistent templates and styles for visual and audio communications that are easily understandable, informative, and friendly
    • Collaborate with communicators across the agency to ensure rider information is accurate and consistent. This could mean updating static public facing signage as a project develops multiple times.
    • Generalize the communications plans into standard protocol so that similar types of disruptions (e.g. weekend shuttle bus on a subway line) follow the same plan
    • Create, manage, and standardize the QA/QC plan for all disruption communications
    • Audit in-station disruption signage and temporary wayfinding on a regular basis for accuracy and upkeep by going to locations of each planned/unplanned disruption.
    • Ensure proper execution of signage plans for planned shuttling events and other service changes
    • Receive files for digital and/or printing purposes and coordination
    • Optimize and manage the content deployment strategy for in-station digital rider facing screens
    • Compile and compose weekly direct-to-rider emails summarizing upcoming service changes system-wide

Minimum Qualifications and Experience:

    • Thorough knowledge of the MBTA system
    • 3-5 years experience in project coordination/management
    • Proficiency in Microsoft suite of programs (Excel, Outlook, Teams, Sharepoint, etc)
    • Comfortable working with all levels of management and departments
    • Strong leadership, organization, communication, and relationship management skills.
    • Excellent analytical and problem solving skills that work well in a fast-paced environment
    • Demonstrated ability to manage complexity including the ability to handle multiple tasks under pressure

Preferred Experience:

    • Minimum 2 years of experience in the development of signage and wayfinding solutions, normally gained through working in the construction, facilities management, property management or signage industries
*Due to the responsibilities of this position, in the event of a system emergency during nights or weekends, the incumbent will be expected to work.


Pay rate range is $40 - $45 per hour.


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.