At Jacobs, we are using our solutions in rail and transit to create a more connected and sustainable world- environmentally and socially. If you also share this passion, explore us! Jacobs is looking for a Project Manager to join our Rail and Transit Team in Baltimore, Maryland to serve as the client’s representative for the Customer Experience Office. While project management is at the core of this role, this is not a typical project management position—this role requires a strategic and creative thinker who can help shape how Rider Experience projects are executed across the agency. Beyond managing the lifecycle of projects from scoping to execution, the Project Manager will lead efforts to develop new frameworks, processes, and workflows that will guide future initiatives. This role will collaborate with cross-functional teams and external partners to drive initiatives that positively impact MTA riders. This position will combine human-centered design methods with project management practices to approach solving problems through research, ideation, and implementation. The Rider Experience team’s process begins with understanding our riders, then working collaboratively with riders, agency staff and other stakeholders to co-create tailored solutions that meet rider needs. As a key contributor to the evolution of how Rider Experience projects are structured, the Project Manager will play an active role in refining and standardizing approaches that can be applied across future agency-wide efforts. Key responsibilities in this role include: Project Planning and Delivery • Develop comprehensive project plans and scopes of work including timelines, deliverables, and resource allocation, to guide project execution. • Coordinate and manage the implementation and delivery of assigned projects, ensuring alignment with MTA’s strategic goals. • Collaborate with internal teams and external stakeholders to ensure successful project outcomes. • Monitor progress and address challenges during the delivery phase, adapting plans as needed to achieve project goals. Stakeholder Collaboration and Communication • Serve as the primary point of contact for project stakeholders, maintaining clear and consistent communication. • Collaborate with cross-functional teams, including marketing, data analysis, customer feedback, operations and others to ensure alignment and integration of project initiatives. • Facilitate project-related workshops, meetings, and user testing sessions to gather input and refine deliverables. Human-Centered Design Integration • Collaborate closely with the Program Manager to incorporate human-centered design principles into project delivery. • Engage end-users and use Rider Experience team’s rider data to help inform decision-making process throughout the project lifecycle to ensure proposed project solutions meet rider needs and expectations. Risk Management and Problem-Solving • Identify potential risks and develop mitigation strategies to address challenges during project execution. • Proactively resolve issues that arise, ensuring minimal disruption to project timelines and objectives. • Develop solutions to optimize processes and improve overall project delivery. Coordination with Program Manager • Partner with the Program Manager to continuously improve Rider Experience team processes. • Align projects informed by program-level data and strategic objectives. Systems Development and Strategic Growth • Build, refine, and scale internal systems (e.g., Notion or other project management tools) to enhance efficiency and collaboration within the Rider Experience team. • Develop scalable strategies to maximize impact with a small team, ensuring effective resource allocation and operational efficiency. • Implement best practices for knowledge management, change management and documentation to support long-term team effectiveness and adaptability. Performance Metrics and Evaluation • Define project success criteria and establish metrics to evaluate project outcomes and effectiveness. • Coordinate with the Director and other team members to monitor project performance, using insights to inform future initiatives. • Prepare and present reports on project progress, challenges, and successes to leadership and stakeholders. #LI-LM1236 • Bachelor’s degree in project management, business administration, transportation, or a related field. • Proven experience managing complex projects with cross-functional teams. • Previous experience in the transit industry and a strong understanding of the unique challenges associated with public transportation. • Previous experience with transit human-centered design • Strong organizational and leadership skills, with the ability to manage multiple projects • simultaneously. • Excellent communication and interpersonal skills to effectively collaborate with stakeholders • at all levels of the organization. • Strong analytical and problem-solving skills, with the ability to identify opportunities for • improvement and implement effective solutions. • Proficiency in project management tools and software. • Commitment to delivering innovative, user-centered solutions that improve rider satisfaction and service delivery. Ideally, you’ll also have: • Agile or Scrum Master certifications strongly preferred • Project Management Professional (PMP) certification or equivalent • Strong skills in building partnerships and liaising with team leaders to align project delivery with broader departmental goals. • Demonstrated experience in coordinating the creation, testing, and refinement of project deliverables, such as digital/print products and communications. Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.