Organizational Change Management Specialist

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 Lead (OCM Lead) 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 Lead will be a visible, trusted face of the transformation, building relationships with teams across the Authority, especially those traditionally hesitant about change. 

• 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. 

• 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. 

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

• A High School Diploma or GED with an additional nine (9) years of directly related experience substitutes for the bachelor’s degree requirement. 
• An associate degree with an additional five (5) 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 in change management substitutes for one (1) year of experience. 

• A bachelor’s degree from an accredited institution in communications, organizational psychology, business, or related field. 

• May supervise or coordinate with communications coordinators, outreach staff, or external consultants. 

• 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. 
• Available to work all shifts and locations as assigned or directed. 
• This position will follow a hybrid work model that consists of both in-office / on-site and remote work. During some periods, this position may be expected to work in-office / on-site for 5 days / week 

• 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 shifts and 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. 
• Have the ability to work any and all shifts and/or locations assigned or directed. 

Location:

This role will be hybrid, and we will need this person to be local to MA.

Compensation:

$70 - $80/hr and up to 1880 hours per year.