Job Description

This Opportunity

This is not a typical program management role. We’re looking for a Strategic Execution Lead who takes ownership, cuts through ambiguity, and delivers real outcomes across a complex transit environment. Embedded within the agency’s Customer Experience office, you’ll work across all levels of the agency to drive high-impact improvements from concept through implementation and ensure they stick.

WSP is seeking a hands-on operator who can translate strategy into action and deliver measurable improvements to the transit rider experience. This individual will serve as a fully embedded partner within the transportation agency, operating as an extension of agency leadership to drive customer experience innovation, real-time information improvements, and operational performance initiatives from concept through execution.

This role is ideal for someone who thrives in ambiguity, takes initiative without waiting for direction, and is motivated by seeing real-world impact—not just producing plans or presentations.

Success in this role is defined not by plans created, but by improvements delivered.

This role will be based out of Baltimore, MD

Your Impact

1. Strategic Leadership & CX Execution

• Serve as a strategic partner and embedded advisor supporting the Chief Customer Experience Officer (CXO) within MTA.
• Translate leadership priorities into clear, actionable strategies, roadmaps, and implementation plans.
• Lead development and continuous refinement of the agency-wide Customer Experience (CX) Action Plan.
• Drive alignment between customer experience goals and core operational functions including bus operations, service planning, operations control, communications, IT, and maintenance.
• Ensure initiatives are not only designed well, but are operationally feasible, scalable, and embedded into day-to-day practice.
• Act as a connector across executive leadership, frontline teams, and external partners to ensure cohesive execution.

2. Execution & Delivery

• Translate priorities into structured, actionable plans with defined timelines, ownership, and measurable outcomes.
• Drive implementation across cross-functional teams, removing blockers and maintaining momentum.
• Lead end-to-end delivery of initiatives, from early concept through launch and adoption.
• Proactively identify risks, solve problems in real time, and adapt quickly to keep work on track.
• Act as the connective tissue across teams ensuring alignment, accountability, and clear communication.
• Partner with teams across marketing, data analytics, customer feedback, operations, and IT to ensure initiatives are integrated and impactful.

Who You Are

Required Qualifications

We’re looking for a structured problem-solver and self-starter who can operate independently, influence without authority, and consistently deliver in complex, fast-moving environments.

• Bachelor’s degree in Transportation, Public Policy, Business, Planning, Engineering, or related field.
• 3–5 years of experience in transit, transit operations, transportation consulting, public sector strategy, or program delivery roles.
• Demonstrated experience supporting executive leadership and driving initiatives from strategy through implementation.
• Strong understanding of transit operations, customer information systems, service performance, and public agency environments.
• Proven ability to manage complex, multi-stakeholder initiatives in dynamic and politically sensitive environments.
• Exceptional communication skills with the ability to engage both executive leadership and frontline teams.
• Strong analytical and structured problem-solving skills, with the ability to turn ambiguity into clear action.
• Ability to operate independently and exercise sound judgment in a fully embedded, client-facing role.

Preferred Qualifications

• Master’s degree in a related field (MBA, MPP, MPA, MS in Transportation, etc.).
• Experience working within or directly supporting a public transit agency or customer experience function.
• Experience building or scaling new programs or organizational capabilities.
• Familiarity with frontline transit operations and workforce engagement.

This is a fully embedded role requiring hybrid on-site presence at a location within Baltimore, MD. The consultant will function as a trusted advisor and operational partner to agency leadership while maintaining alignment with WSP standards and reporting structures.

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation:
Expected Salary (all locations): $90,000- $160,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.