Senior Product Manager - Website
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 Senior Product Manager on Customer Technology’s Rider Tools team, you will be the bridge between in-house product development team and partner departments throughout the Authority. 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’s customer-facing website. You will be responsible for building a roadmap, discovering and defining user needs, and supporting the agile development process for rider tools on MBTA.com, including trip planner, transit near me, schedule pages, and diversions.
Principal duties and responsibilities:
- Build and execute on a product roadmap. Develop, document, and clarify the problems the product solves for in a roadmap and with related research artifacts. Ensure work aligns with MBTA and Customer Technology priorities.
- Leverage user research and quantitative data to prioritize work. This includes prioritizing work from sprint to sprint and maintaining a backlog of tasks in collaboration with tech, design, and research teams.
- Work with CTD engineers to identify, fix, and resolve software bugs. This will include coordinating with our website development team, web content team, transit real-time communications team, and internal stakeholders.
- Develop a deep understanding of the website. Become familiar with the associated technical systems, the needs of your users, and how to communicate about those things with your product team and with MBTA leadership.
- Own data and reporting for the website. Define actionable, accessible metrics for the website, and communicate about those artifacts with stakeholders.This includes being familiar with Google Analytics and other data systems as relevant.
- Put riders first. Prioritize the needs of users throughout the delivery process, in partnership with the research, design, and development teams.
This job requires:
- Organization: Managing requests from multiple 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, and other MBTA departments. 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 3-5 years of professional experience in product management
- Experience managing projects that involve a combination of software, stakeholder, and vendor management is preferred
- Familiarity with website strategy for large organizations
- Experience achieving buy-in from internal and external stakeholders
- Experience assessing feedback from platforms like Google Analytics and applying basic statistical processes to inform decision making
- Ability to define a hypothesis and approach both quantitative and qualitative data to find your own answers
- Excellent oral and written communication skills, and the ability to translate both for different audiences
- Familiarity with modern task management and comms tools like Asana and Slack
- Interest in learning about complex technical systems, transit data, and engineering best practices
- Preferred: Experience or interest in public transit, public service, or building accessible technology
- Formal education in product 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 role is hybrid. While most activities can be accomplished remotely, a component of this role requires an in-person element.
- 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.
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.
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.