Boston, MA /
Customer Technology – Product /
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.
As a Product Manager in the Customer Technology Department, you will be responsible for one or more of our major product teams. You will keep our products running well for our riders’ (or operations staff’s) needs and ensure that user needs drive product changes. On any given day, you might be out in the field interviewing riders, collaborating with research and design to understand and solve for user needs, engaging with a couple of engineers to scope out the feasibility of a particular design, or making the case for a new feature. It's a varied and demanding role that requires clear communication skills, energy, creativity and flexibility, as well as the tenacity to persist through the ups and downs of working in technology at a government agency.
Principal Duties and Responsibilities:
- Develop, define and manage the vision and roadmap for one or more of our major software or hardware products
- Develop and share clarity around exactly what problem a product is solving and for whom
- Manage the execution of the vision and roadmap on a day-to-day and sprint-to-sprint basis, managing priorities, grooming backlogs and tracking task completion
- Clearly document our products and the processes we're using to build our products
- Define what success looks like for the products in your charge, and create and manage the metrics to track our progress during development and after deployment
- Ensure that both qualitative and quantitative research informs the product, and that product definition isn't just about opinion
- Coordinate with other product managers, product leadership, engineering and other parts of the organization to ensure timely and efficient delivery of the product
- Advocate diplomatically for your product's users and their needs within the team and the wider organization
- Independently identify stakeholders for current projects as well as for additional follow-on work, integrating their feedback and making recommendations on the best path forward
- Embed human-centered design principles into every aspect of how we're building the product
Work Experience Guidelines (Preferred Experience and Required Skills)
- You have experience working on project or product delivery in a product-focused organization (e.g., a tech company or civic tech group)
- You've helped ship one or more products or major projects
- You've worked as part of a larger design and/or engineering team
- You have first-rate writing, graphical and in-person communications skills, and you're as good at collaborating on detailed engineering requirements as you are pitching new features to executives and stakeholders.
- You aren't afraid of running a meeting, digging into Google Analytics and interviewing a user on the same day
- Formal education in product management, design, usability, transportation planning, computer science, engineering, economics, urban planning, 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.
Diversity and inclusion are essential to us at CTD. We believe that we can only design and build tools for our riders if our team reflects the wide variety of people who use MBTA services all over eastern Massachusetts. We strive to be inclusive in our approach to both hiring and product development, and we strongly encourage applicants from historically underrepresented groups to apply for this position.