The Digital Services Team Lead provides strategic leadership for MassDOT’s digital initiatives and manages the Digital Services Group, which oversees the agency’s web presence, digital content, and online services. This role directs the planning, development, maintenance, and continuous improvement of MassDOT’s digital platforms, ensuring a consistent, user-centered experience that aligns with Commonwealth standards and best practices for accessibility, usability, content quality, and digital communications. The position also establishes team priorities, manages staff and customer service delivery, and ensures digital projects and content requests are completed accurately, efficiently, and on schedule.

Working collaboratively with internal and external stakeholders, the Digital Services Team Lead identifies business needs, improves digital processes, and provides guidance on web content, content management, and digital publishing. The role partners closely with the Chief Accessibility Officer to support the operational administration of Accessibility Specialists by coordinating work assignments, monitoring deliverables, and integrating accessibility efforts into broader digital-service initiatives, while the Chief Accessibility Officer retains responsibility for accessibility policy, technical direction, and staff supervision. Through strong leadership, communication, and problem-solving skills, this position advances MassDOT’s digital strategy and the delivery of high-quality, accessible online information and services.

Duties and Responsibilities

Leadership Duties

• Develop and maintain the strategy, standards, policies, and priorities that guide MassDOT’s digital communications, websites, and online services.

• Lead, supervise, and develop the Digital Services team, including hiring, onboarding, coaching, delegation, performance management, and professional development.

• Create and maintain a team charter that defines the team’s mission, responsibilities, operating principles, decision-making practices, and service commitments.

• Plan and prioritize the team’s workload, resources, projects, and service commitments to ensure timely, accurate, and high-quality delivery.

• Build and maintain effective relationships with MassDOT departments, EOTSS, Public Affairs, the Governor’s Office, the Chief Accessibility Officer, and other stakeholders to coordinate digital initiatives and align organizational priorities.

• Work closely with the Chief Accessibility Officer to support the operational oversight and administration of Accessibility Specialists who report to the Chief Accessibility Officer.

• Assist the Chief Accessibility Officer by coordinating work assignments, monitoring workloads and deliverables, facilitating communication, supporting administrative processes, and helping integrate accessibility-related activities with Digital Services workflows and priorities.

• Support the Chief Accessibility Officer in identifying resource, scheduling, workflow, and service-delivery issues affecting the Accessibility Specialists, while recognizing that accessibility policy, technical direction, performance management, and formal supervision remain the responsibility of the Chief Accessibility Officer.

• Establish efficient, consistent, and repeatable processes for digital-service delivery, customer support, quality assurance, and continuous improvement.

• Oversee the selection and use of digital tools, vendors, contractors, and service providers, including procurement support, performance monitoring, and review of deliverables.

Process and Planning Duties

• Work Intake and Prioritization: Establish and maintain processes for receiving, evaluating, prioritizing, assigning, tracking, and completing digital-service requests.

• Content and Service Planning: Coordinate the planning, scheduling, development, maintenance, and continuous improvement of MassDOT websites, digital content, and online services.

• Accessibility Work Coordination: Coordinate with the Chief Accessibility Officer to incorporate accessibility reviews, remediation activities, and specialist assignments into applicable digital-content and service-delivery plans. Track status, dependencies, schedules, and deliverables without assuming responsibility for accessibility policy or technical determinations.

• Quality Assurance and Website Integrity: Establish and maintain quality-control processes to ensure digital content and services are accurate, consistent, current, usable, and completed in a timely manner. Ensure website problems—including broken links, outdated content, spelling errors, formatting inconsistencies, publishing issues, and other defects—are identified, prioritized, assigned, tracked, and corrected within appropriate timeframes.

• Content Management and Publishing Processes: Maintain effective workflows for content creation, review, approval, publishing, updating, archiving, and removal across MassDOT’s digital platforms.

• Performance Monitoring and Continuous Improvement: Use analytics, service data, stakeholder feedback, and quality reviews to evaluate digital-content and service performance and identify opportunities for improvement.

• Stakeholder Coordination: Coordinate with MassDOT departments, Public Affairs, Legal, EOTSS, the Chief Accessibility Officer, content owners, and other partners to clarify requirements, align schedules, resolve issues, and support effective delivery.

• Documentation and Training: Develop and maintain procedures, standards, guidance, training materials, and process documentation that support consistent and efficient digital-service practices.

• Issue and Risk Management: Identify, assess, track, escalate, and resolve content, publishing, workflow, technology, staffing, and service-delivery issues that could affect quality, consistency, deadlines, or the user experience.

Preferred Qualifications

• Demonstrated leadership and supervisory experience, including staff development, coaching, delegation, workload management, and performance evaluation.

• Ability to plan, prioritize, assign, track, and coordinate multiple projects and service requests in a deadline-driven environment.

• Strong knowledge of web technologies, protocols, content-management systems, web authoring and digital publishing tools, information architecture, content design, and website-governance practices.

• Excellent interpersonal, written, and oral communication skills, including strong writing, editing, presentation, and documentation abilities.

• Strong analytical, organizational, decision-making, and problem-solving abilities.

• Ability to establish and oversee quality-control processes for websites and digital content, including identifying and correcting broken links, outdated information, spelling errors, formatting inconsistencies, publishing issues, and other defects.

• Experience developing digital strategies, standards, policies, procedures, workflows, and service-delivery practices.

• Ability to build effective working relationships and coordinate activities across departments, agencies, technical teams, vendors, and external partners.

• Ability to gather and analyze business requirements, develop clear technical and functional requirements, and communicate them effectively to programmers, application developers, content owners, and other stakeholders.

• Ability to research and evaluate emerging web technologies, tools, platforms, and industry practices; recommend appropriate solutions; and apply working knowledge of web-application and internet-security considerations, browser compatibility, responsive design, and website usability.

About MassDOT

The 4,000+ employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s culture and career opportunities can be found at mass.gov/massdot-careers

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.