Job Description

Posting number: 20260811A-ITS87

Department: MBTA - Quality Compliance & Oversight

Division: 002-Quality Compliance & Oversight

Job classification: NEW JOB DESCRIPTION PLACEHOLDER

Posting type: Open/External and Promotional/Internal

Categories: IT and Computers

The MBTA is launching a digital transformation initiative that equips frontline employees with streamlined, mobile-first tools for accessing safety-critical resources and contributing remote data from the field. As part of this initiative, the Organizational Change Management Specialist (OCM Specialist) will ensure that all stakeholders—from supervisors to operators—are aligned, engaged, and equipped to adopt the new technology.

This individual will focus on fostering change readiness, crafting clear and compelling communications, leading audience engagement strategies, and ensuring a seamless end-user experience. The OCM Specialist will be a visible, trusted face of the transformation, building relationships with teams across the Authority, especially those traditionally hesitant about change.

This is a term-limited and project-specific contractor position that is not employed directly by the MBTA. This hybrid position requires being in the office at least two (2) days per week.

Examples of duties

• Facilitate the change management workstream of the digital initiative, including strategy development, stakeholder analysis, and execution
• Develop and execute a communication plan that translates technical implementation milestones into user-centric messaging tailored to specific audiences (frontline staff, managers, executives)
• Act as a liaison between project leadership and field staff, capturing input and feedback to refine rollout strategies and maximize adoption
• Partner with Training and Communications teams to design and deliver engaging educational materials and toolkits that support behavioral change
• Identify and mitigate change-related risks and resistance through targeted interventions and continuous dialogue
• Measure and report on change readiness, communication effectiveness, and user adoption using surveys, in—person interviews, and metrics dashboards
• Collaborate with program management to align change management plans with overall project timelines and implementation activities
• Coordinate implementation and internal ambassador programs that reinforce key messages and build momentum for change
• Develop internal case studies and success stories to demonstrate impact and drive cultural shifts
• Perform related duties and projects as assigned
• Coordinate with other project team members including contractors, outreach staff, and MBTA stakeholders

Qualifications

• A bachelor’s degree from an accredited institution in communications, organizational psychology, business, or related field
• Five (5) years of professional experience leading organizational change initiatives, preferably in a unionized, public sector, or transportation environment.
• Demonstrated excellence in audience-specific messaging, engagement strategy, and communication planning.
• Proven experience navigating resistance to change through empathy, relationship-building, and face-to-face dialogue.
• Strong understanding of user experience principles as they relate to behavior change and technology adoption.
• Experience with change frameworks such as Prosci ADKAR, Kotter, or similar.
• Excellent written and verbal communication skills, including storytelling, presentation development, and facilitation.
• Ability to work collaboratively across disciplines and levels, and influence without authority.
• High emotional intelligence, active listening, and the ability to connect with a wide variety of audiences.
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), and familiarity with collaboration tools such as Miro, Smartsheet, or Asana.
• Experience tracking and analyzing communication metrics and adjusting strategies accordingly.

Supplemental information

• Experience implementing large-scale technology solutions in a field-based, frontline workforce.
• Familiarity with transit operations, safety systems, or compliance-based environments.