Director of Passenger Information Systems

Posting number: 26-20046

Department: MBTA - Technology Innovation Division

Division: 863-Technology Innovation Division

Job classification: Director of Passenger Information Systems

Posting type: Open/External and Promotional/Internal

Categories: IT and Computers

Summary

The Director of Passenger Information Systems is responsible for strategic planning, program leadership, and end-to-end ownership of the MBTA’s passenger information systems, including digital signage, public address, and other rider-facing communication technologies. This role is accountable for defining and advancing a portfolio of capital investments, operational practices, and vendor relationships that ensure these systems deliver reliable, timely, and accessible information to riders across the MBTA network. The Director establishes priorities, scopes and delivers new capital projects, and ensures that all systems are sustainably supported through clear operating models, performance management, and risk mitigation. This position coordinates with cross-functional product teams, Capital Delivery, Vehicle Engineering, and other internal stakeholders, as well as external vendors and partners. The Director ensures that passenger information systems are aligned with MBTA priorities, integrated with broader technology and operational systems, and managed as safety-critical infrastructure with clear accountability for reliability and performance.

Examples of duties

Program Leadership and System Ownership

• Define and continuously refine the operating model for passenger information systems, including how systems are monitored, maintained, and improved over time.
• Translate MBTA priorities into a sequenced portfolio of capital projects and operational improvements, ensuring successful delivery of initiatives through clear scope, requirements, and accountability across internal teams and vendors.
• Establish and maintain clear accountability for project delivery and system performance, holding project teams, vendors, and partners responsible for meeting defined outcomes.
• Identify gaps, constraints, and risks across passenger information systems and define approaches to address them through changes to technology, processes, or resourcing.

Operations and System Reliability

• Establish and oversee the operating model for passenger information systems, including processes, tools, and accountability structures required to support reliable day-to-day operations.
• Ensure system reliability and performance through effective monitoring, incident management, and continuous improvement of operational workflows across internal teams and vendors.
• Identify and mitigate risks related to system performance, vendor dependencies, and operational constraints, with accountability for outcomes across the system lifecycle.
• Ensure that passenger information systems are operated and maintained with appropriate risk-weighting, with appropriate controls and staffing models.

Vendor and Capital Program Management

• Direct vendor strategy and performance across passenger information systems, including selection, contracting, integration, and ongoing accountability for delivery and service outcomes.
• Lead coordination with Capital Delivery, Vehicle Engineering, and other partners to ensure successful implementation of capital projects.
• Oversee procurement and contracting processes, including development of scopes of work, evaluation of proposals, and selection of vendors aligned with MBTA priorities.
• Ensure that vendor relationships, system architectures, and capital investments support long-term reliability, maintainability, and scalability of passenger information systems.
• Lead financial planning and capital forecasting for passenger information systems, including development of business cases and support for funding requests.

Stakeholder and External Leadership

• Lead coordination with internal stakeholders to ensure passenger information systems meet operational needs and support consistent delivery of rider information.
• Facilitate alignment across departments with differing priorities, constraints, and perspectives, ensuring progress toward shared outcomes.
• Partner with product teams to ensure that system capabilities support rider-facing information goals.
• Represent the MBTA in external forums with peer agencies, industry partners, and vendors, contributing to and advancing best practices in passenger information systems and transit technology.

People and Organizational Leadership

• Lead and support a team responsible for passenger information systems, including setting priorities, managing performance, and supporting professional