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Sr. Program Manager (Language Access) - TID (Contractor position)

Massachusetts Bay Transportation Authority -
Boston, MA

Job Details

Full-time | Contract
$75.18 an hour

Benefits

401(a)
Health insurance
Dental insurance
Flexible spending account
Tuition reimbursement
Paid time off
Vision insurance
Loan forgiveness
Life insurance
Paid sick time

Qualifications

Vendor relationship building
Foreign language proficiency
Data analysis reporting
Multilingual
Program development
Policy & process development
Vendor performance improvement
Vendor relationship management
Third-party risk management
Data-driven problem-solving
Managing projects
Cross-functional collaboration
Technical Proficiency
Project stakeholder communication
Cross-functional communication

Full Job Description

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.

Job Summary

The Senior Program Manager (Language Access) supports and/or independently drives the development and operationalization of a new, technology-driven capability for delivering multilingual rider information across the MBTA’s digital and operational communication channels. This work requires independently building and institutionalizing new tools, systems, and processes that help the Authority provide consistent, high-quality translations at scale while complementing the existing language access work led by other MBTA departments. In this environment, language access initiatives must align with compliance obligations, procurement processes, vendor contracts, digital communication systems, operational workflows, and cross-departmental priorities. The Senior Program Manager (Language Access) drives or supports implementation across stakeholders, removes institutional barriers to progress, manages vendors and lifecycle risks, and helps ensure the long-term sustainability of the language access systems and practices they support.

Duties & Responsibilities

Serve as the primary point of coordination between TID teams and MBTA or MassDOT departments involved in language access, as well as external vendors supporting translation technology and services.
Independently build new MBTA-wide capabilities establishing new institutional processes, governance structures, and operational practices that enable sustainable technology-driven language access.
Identify, surface, and address institutional barriers that may affect the implementation, adoption, or sustainability of language access tools, workflows, and practices across departments.
Coordinate and manage vendor relationships related to translation services and our translation management systems (TMS), including performance monitoring, issue resolution, and alignment with contractual requirements and service expectations.
Monitor operational performance and lifecycle risks associated with language access systems and services, including vendor dependencies, compliance obligations, budget constraints, and long-term sustainability considerations.
Support the development and maintenance of processes for managing multilingual content, tracking translation requests, and supporting ongoing improvements to the Authority’s language access capabilities.
Create visibility for teams, stakeholders, and MBTA leadership through analysis and reporting on translation activity, language access coverage, and program performance.
Strengthen internal processes and cross-departmental practices that support the implementation, maintenance, and long-term delivery of multilingual rider information across MBTA channels.

Perform all other duties and projects that may be assigned.

Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions.

Physical Demands and Working Conditions

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Available to work all and all shifts and/or locations as assigned or directed.
Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.

Minimum Requirements & Qualifications

Four (4) years of experience driving program activities, including supporting or independently driving implementation across stakeholders, removing barriers to progress, and managing vendors and lifecycle risks in a complex organizational environment.
Demonstrated familiarity with modern software or digital systems concepts and practices, gained through professional, academic, or hands-on experience.
Excellent written and verbal communication skills, with the ability to tailor and adapt communication for different audiences, including across varying levels of language proficiency.
Strong systems-thinking skills, with the ability to understand how technical, operational, policy, and compliance considerations interact in delivering multilingual information.
Analytical ability to gather, clean, explore, and present data to inform decision-making, including defining and evaluating measures of program performance or service quality.
Demonstrated ability to work effectively in ambiguous, evolving, or politically sensitive environments, including ability to independently develop new processes, workflows, or organizational capabilities.
Experience working in multilingual or cross-cultural environments, with the ability to build and maintain collaborative relationships across teams, departments, and external partners.
Working proficiency in at least one non-English language, or demonstrated ability to engage effectively across language barriers in a professional setting.
As part of the selection process, candidates may be asked to complete and pass job-related assignments, which may include live case studies, a timed data exercise, or presentation.

Preferred Experience and Skills

More than four (4) years of experience independently driving program activities, including supporting or driving implementation across stakeholders, removing barriers to progress, and managing vendors and lifecycle risks.
Experience working with or on a cross-functional technology or digital product team.
Experience working in a government agency, transit authority, or other large, complex service organization.
Demonstrated ability to take ownership of work and advance initiatives in ambiguous or constrained environments.
Demonstrated ability to navigate complex stakeholder environments and institutional constraints while advancing defined outcomes.
Knowledge of procurement, compliance, or public-sector contracting processes, including experience working with vendors or evaluating service providers.
Professional proficiency in one or more non-English languages, and experience applying that proficiency in multilingual or cross-cultural service delivery or program contexts.

Minimum Education

Bachelor's degree from an accredited institution.

Substitutions Include

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 with 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.

Job Conditions

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.
Ability to pass a Criminal Offender Record Information (CORI) check, background screening, and the MBTA’s medical requirements, including a physical examination and drug and alcohol screening.
Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, 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).

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 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 pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions:

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.

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. The recruitment team does not have access to existing employee data / history.

Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.

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.

Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.

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.

Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.

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.

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.

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 [email protected].

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.

Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.

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Substitutions Include

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