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, sustainability, and culture. 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 Operational Readiness will assist the Director of Operational Readiness in developing strong working relationships with MBTA stakeholders to lead and manage the transition to implementation of the MBTA's Charlie fare collection system for all 8,000+ employees and relevant contractors. The role will oversee a small team of MBTA employees and consultants to help communicate Charlie progress as well as support staff through direct trainings and in-person engagements.

• Training:
  • Assist with the design and implementation of training/education related to the MBTA's new fare systems for staff, including but not limited to the following groups: Operations, Customer Service, and Admin. 
  • Develop and execute training programs and materials for new and existing Charlie project internal staff and end users. 
• Internal Communication: 
  • Demonstrate excellent communication skills, including the ability to understand system operations and translate technical information to employee-friendly resources. 
  • Identify, coordinate, and execute internal communications initiatives and campaigns to increase staff awareness and preparedness for Charlie implementation. 
  • Act as liaison between areas and project teams to work through issues.  
  • Support external communications through the coordination of internal resources and through understanding implications of Charlie system operations. 
  • Be available and willing to work various hours and at different locations in order to reach staff in the field.
• Change Management: 
  • In collaboration with all departments within the Authority, identify business process changes from the current fare collection system to the new system. 
  • Document policies, procedures and work rules and create and execute training and education for impacted staff.
• Team Management: 
  • Productively manage a team of 1-3 staff, providing coaching and development while implementing team structure and accountability. 
  • Oversight of project consultants. 
  • Support the development less experienced change management practitioners on the team.
• Project Management: 
  • Employ project management best practices to systematically track and execute all efforts related to role and maintain clear project management plans that can be shared with different stakeholders for shared accountability and visibility. 
  • Document both project management plans and decisions clearly and concisely. 
  • Identify and mitigate risks proactively and escalate issues as needed. 
• Reporting:
  • Oversee the timely and accurate reporting of change management activities; monitor and report on the adoption of the Charlie Project across the MBTA's various stakeholder groups.
• Other Duties and Responsibilities: 
  • Respond to each inquiry, whether from a customer, vendor, or coworker in a professional and courteous manner.
  • Perform all other duties and projects that may be assigned.

• Supervision
  • Oversight of the operational readiness team of 1-3 staff and consultants.

• Bachelor's degree from an accredited institution in Communications, Public Policy, Public Administration, Business Administration, Human Resources, or a related field. 
• Five (5) years of experience in planning and executing large-scale projects, or managing change management or operational readiness.
• Two (2) years related supervisory, managerial, and/or leadership experience.
• Experience with hiring and contracting for services, including development of scopes of work and working within public agency procurement constraints.
• Experience with project forecasting and budgeting.
• Excellent organizational, confidentiality, multitasking and time management skills.
• Knowledge of change management principles, methodologies and tools.
• Exceptional communication skills, including experience tailoring communication channels and content for different stakeholders to facilitate better understanding.
• Skills in instructional design, including the ability to execute training needs analysis, develop curriculum maps, design and develop training materials and execute training programs.
• Ability to handle sensitive and confidential information in an appropriate manner.
• Ability to provide internal and external customers with a courteous and professional experience.
• Work any and all shifts and / or locations as assigned or directed.
• Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.

• 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 from an accredited institution in Communications, Public Policy, Public Administration, Business Administration, Human Resources, or a related field may substitute for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Preferred Experience and Skills

• Master's Degree from an accredited institution in Communications, Public Policy, Public Administration, Business Administration, Human Resources, or a related field.
• Experience in supervising public transportation operations.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse  workforce 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 current student or 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 / or 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.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting their positions and throughout the duration of their program.

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 Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. Recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. 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.
5. 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, but a valid work authorization and U.S. Social Security Number are required prior to starting work. 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.
6. 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.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. 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.
9. 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.
10. 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.
11. 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.
12. Intern / Co-Op / Fellow Benefits: Employees taking part in an internship, co-op, or fellowship at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on city from which the employee commutes to work, at no cost. However, no additional benefits are currently offered for interns, co-ops, or fellows.