Senior Project Manager - B2C Fare Sales

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.

As a Technical Program Manager in Customer Technology’s Fare Partnerships team, you will be the bridge between in-house product teams (who build the software that enables Auto-pay) and partner departments in Revenue, Sales, and Automated Fare Collection. Some days, you might be building roadmaps to determine upgrades and features. Other days, you may be helping our engineers investigate and resolve bugs within the existing software. 

You will work on:

    • The MBTA is migrating to a new automated fare collection system—which includes rebuilding our online applications for reduced fares and supporting the B2B and B2C software that enables customers to purchase fare passes online. We’re looking for a project manager to own ourB2C sales channels, including Auto-Pay and mTicket, and facilitate the transition to the new fare system. 

Principal duties and responsibilities:

    • Work with CTD engineers to identify, fix, and resolve software bugs. This will include coordinating with our automated fare collection team, fare fulfillment vendor, and internal stakeholders to investigate and resolve issues as they are identified. 
    • Be the first point-of-contact for software outages.This may include working with the fulfillment vendor and software vendor to respond to outages or issues.  
    • Own the sales channel performance data.This will include creating and updating monthly reporting 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. 
    • Work with CTD project and product teams and stakeholders to build a roadmap to term.This includes identifying feature enhancements that stabilize the product, including security patches or updates that support the MBTA’s revenue and Fare Transformation goals. 
    • Support the CTD Fare Partnership team on infrequent tasks and long-term goals. This may include working with the MBTA Information Technology team to coordinate maintenance of relevant software, or working with CTD product teams and build new features or enhance existing functionality. You may also evaluate other operational processes to identify potential improvements to save resources or to minimize downtime. 
    • Support the implementation of the new fare system. This includes planning for and executing the migration of riders to new platforms and providing support on testing and rollout of new B2C sales channels, which include a website, a mobile app, and an automated phone system.  

This job requires:

    • Organization: Managing requests from multiple vendors and stakeholders 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 software performance 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 2-4 years of professional experience in project management 
    • Experience managing projects that involve a combination of software, stakeholder, and vendor management is preferred 
    • Experience managing projects that involve both public and private parties is preferred 
    • 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 

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). 

Location:

    • This role can be either hybrid or remote.
    • Unfortunately, we are unable to hire candidates who would perform their work in Washington DC, Connecticut, New Mexico, Pennsylvania, South Dakota, Washington, West Virginia, and Puerto Rico.
Compensation:

Pay rate range is $80 - $97 per hour (W-2), up to 1880 hours per year.

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.

Vaccination:

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.