Sr. Content Strategist - QCO

Boston, MA /
Customer Technology – Content /
/ Hybrid
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 SeniorContent Strategist at CTD, you will write, edit, and build web content and other communications for the Quality, Compliance & Oversight (QCO)office. QCO is a new department within the MBTA, created in response to the FTA's Safety Management Inspection report. We’re seeking someone with strong writing and stakeholder management skills to help give riders the information they need in the most useful way possible. 

Day to day, you will:

    • In partnership with subject matter experts across the T, write and edit rider-facing content for plus other internal and external channels as requested. 
    • As part of the QCOCommunications and CTD Web Content teams, provide feedback on, support, and execute on QCO’s communications goals, strategies, and tactics. 
    • Address special project areas through discovery, stakeholder interviews, requirements gathering, and content creation.  
    • Collaborate with QCO’s data analyst and use tools like Google Analytics to measure, track, and share metrics for QCO’s web content. 
    • Participate in QCO’s regular planning and strategy meetings, including daily 8:30am check-in meetings to go over the latest updates and priorities. 
    • With the QCO Communications Lead, determine and communicate the priority of work and timeline of tasks and projects. 
    • Work with the CTD Web Content team to understand the content structure of  

    • Within CTD, you will be part of the Product Design, Research, and Content Strategy team, a cross-functional team reporting to the Head of Product Design. This group supports one another with brainstorms, work reviews, and ongoing promotion of best practices and emerging methodologies. CTD supports stakeholders across the MBTA, and you will support the QCO as an embedded part of their team. 

    • As you work on, you’ll be part of a recognized industry-leading team that is rebuilding the technology the MBTA uses to provide real-time service and trip planning information. 

What you can expect in your fist 90 days at CTD:

    • Dive into the MBTA system: We don’t expect everyone who walks into CTD to understand the ins and outs of how our transit system operates. You will begin learning the details of how the MBTA’s rail, bus, and ferry network helps move a million people around Greater Boston every day. 

    • Dive into the website: You’ll immerse yourself in the ecosystem of teams, tools, data, and processes that inform the work on the website. You’ll learn about the way riders use the website. You’ll get to know the projects and teams that inform when and why new content gets published. You’ll support team members across numerous functions as you learn to take on your own suite of tasks and responsibilities. 

We want to hear from you if:

    • You have formal experience developing strategies to deliver complex content to multiple audiences. 
    • You have experience understanding user research artifacts and needs.  
    • You can develop strategic partnerships and proactively nurture stakeholder relationships. 
    • You are self-driven and excited to take ownership of your work, but you also regularly and transparently communicate and seek alignment with stakeholders. 
    • You have an interest in or experience with implementing new content frameworks for solving problems with cross-functional teams. 
    • You have an interest in transit or transportation and how it operates. 
    • You can translate legalese or highly technical concepts into plain language. 
    • You are highly organized, motivated, and have great attention to detail. 

Work experience guidelines:

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

    • 5+ years of experience writing for the web, journalism, content management, or a related field 
    • Experience creating and executing content strategy that is grounded in business goals and user needs 
    • Experience working with a content management system such as Drupal, Wordpress, or similar 
    • Experience working in an agile development environment 
    • Experience using online collaboration tools (e.g. Slack, Asana, Teams, etc.) 
    • Working familiarity with HTML and CSS 
    • Solid understanding of publishing accessible pages for the web 
    • Education in writing or a related field (This could be a college degree, a bootcamp, a certificate program, or something else entirely).  

This role is hybrid. While many activities can be accomplished remotely, an important component of this role requires two in-person workdays per week in the QCO office at 10 Park Plaza, Boston, MA. 

Unfortunately, we are unable to hire candidates who would perform their work in California, Connecticut, Washington DC, Hawaii, New Mexico, Pennsylvania, South Dakota, Washington, West Virginia, and Puerto Rico.

At this time, we are only able to hire US resident's that are residing in the US at the start of their employment.


Pay rate range is $58 - $75 per hour (W-2), up to 1880 hours per year.

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.