At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

The Deputy Director of System Design will support the delivery of the hardware and software components of the Charlie system, including the fare collection devices, payments technology, website and mobile app, customer support software, retail solution, APIs, integrations with other internal and external systems, tap processing and information security.

Strategic Planning

• Execute on a comprehensive technology infrastructure strategy and roadmap for the Charlie system, which encompasses fare collection devices, payments technology, website and mobile app, customer support software, retail solution, APIs, integrations with other internal and external systems, tap processing and information security.
• Accountable for ensuring that the system supports fare policy flexibility.
• Deliver recommendations on solutions with respect to operational, financial, technical and implementation feasibility.
• Manage technical requirements to support project goals by clarifying and enforcing existing requirements, defining new requirements, and evaluating potential changes to requirements.
• Deliver recommendations to support a smooth transition from legacy systems to new systems.

• Manage input from a large number of stakeholders, including internal business owners, specialist consultants, customers, and senior staff and balance their sometimes-competing interests.
• Conduct detailed reviews of designs developed by the Systems Integrator to ensure they are responsive to stakeholder feedback and verify compliance with Technical Requirements.
• Undertake independent research into industry best practices, emerging standards, and peer agency approaches in order to identify best practices and inform recommendations.
• Review the Systems Integrator's test plans and oversee lab tests to confirm compliance with Technical Requirements.
• Use the Compliance Matrix (a database of technical requirements) to track and report on the compliance of delivered solutions.
• Recommend improvements to system design and functionality based on industry best practices, stakeholder feedback, usability, and professional experience.

• Plan phased release of new functionality based on feature availability, customer experience, and agency priorities.
• Define, measure, and report on program success criteria.
• Monitor user feedback to identify and address defects and opportunities for improvement.
• Manage escalation of high priority issues in the field.
• Support the transition of management of the system to Operations and Maintenance Team.

• Supervise the work of technical resources and specialist consultants working on the implementation of various aspects/stages of the technical solution.
• Provide guidance to team members and vendors to ensure that the system design is consistent, is compatible with business processes, meeting user needs, technically feasible, and aligned with the strategic roadmap.
• Monitor submittal schedule, document review process, and feedback channels to oversee stakeholder review of designs and produce feedback to vendors that is complete, consistent, and timely.
• Liaise between the System Implementation Team and other MBTA teams working to deliver various aspects of the Fare Revenue roadmap.
• Define and drive to completion action items resulting from meetings and tasks required to meet objectives.
• Track and update the status of dozens of tasks every day, keeping the team informed, removing blocks, and advancing to closure within the timeframes required by the project timeline.
• Identify risks and dependencies, establish mitigation plans, and escalate as necessary.
• Perform all other duties and projects that may be assigned.

• Bachelor's degree from an accredited institution in Transportation Planning, Public Policy, Public Administration, Social Science, Technology, or related field.
• Five (5) years of experience with design/implementation/operation of technology systems.
• Two (2) years leadership, supervisory, and/or managerial of people and/or projects.
• Experience working in a transit or similar environment.
• Experience working with or as part of a government agency.
• Experience with hiring and contracting for services, including development of scopes of work, and working within public agency procurement constraints.
• Experience with defining, writing, and enforcing technical requirements.
• Experience with developing, implementing, and overseeing test plans and test reports.
• Strong project management background.
• Proficiency in the Microsoft Office suite.
• Effective organizational, analytical, time management, interpersonal and multi-tasking skills.
• Ability to understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreements.
• Demonstrated ability to quickly earn the trust of sponsors and key stakeholders; and to mobilize and motivate cross-functional teams.
• Ability to think strategically.
• Ability to be comfortable under pressure, able to prioritize and balance multiple projects and priorities. 
• Experience using online collaboration tools (e.g. Slack, Asana, Basecamp, etc.).
• The ability to supervise and work effectively with a diverse workforce.

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement. 
• An associate degree from an accredited institution an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement. 
• A master's degree in a related subject substitutes for two (2) years of general experience. 
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.

• Master's degree from an accredited institution in Transportation Planning, Public Policy, Public Administration, Social Science, Technology, or related field.
• Experience working with the design/implementation/operation of a transit system technology, such as fare collection systems, vending machines, parking payment systems, toll collection systems, fire alarms, elevators, dispatch and scheduling systems, ridesharing platforms, logistics software or customer assistance kiosks.
• Technology and/or Transportation industry certifications and memberships.
• Software development experience.
• Experience with business process modeling and redesign.
• A PMP or other Project Management certification.
• Knowledge on Cloud solutions.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a team (or supervise, if required)
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
3. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
4. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
5. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
6. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
7. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
8. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
9. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
10. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.