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

Senior Program Manager (Language Access)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 & ResponsibilitiesServe 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 ConditionsThe 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 & QualificationsFour (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 SkillsMore 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 EducationBachelor's degree from an accredited institution.Substitutions IncludeA 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 ConditionsAdhere 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).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