Digital Services & Digital Accessibility Program Lead (Digital Technical Architect

An Official website of the Commonwealth of Massachusetts

Job Description - Digital Services & Digital Accessibility Program Lead (Digital Technical Architect) (260004WR)

Job Description

Digital Services & Digital Accessibility Program Lead (Digital Technical Architect) - ( 260004WR )

Description

The Digital Services Team Lead provides strategic leadership for MassDOT’s digital initiatives and manages the Digital Services Group, which oversees the agency’s web presence, digital content, and online services. This role directs the planning, development, maintenance, and continuous improvement of MassDOT’s digital platforms, ensuring a consistent, user-centered experience that aligns with Commonwealth standards and best practices for accessibility, usability, content quality, and digital communications.

The position also establishes team priorities, manages staff and customer service delivery, and ensures digital projects and content requests are completed accurately, efficiently, and on schedule.

Working collaboratively with internal and external stakeholders, the Digital Services Team Lead identifies business needs, improves digital processes, and provides guidance on web content, content management, and digital publishing. The role partners closely with the Chief Accessibility Officer to support the operational administration of Accessibility Specialists by coordinating work assignments, monitoring deliverables, and integrating accessibility efforts into broader digital-service initiatives, while the Chief Accessibility Officer retains responsibility for accessibility policy, technical direction, and staff supervision.

Through strong leadership, communication, and problem-solving skills, this position advances MassDOT’s digital strategy and the delivery of high-quality, accessible online information and services.

Develop and maintain the strategy, standards, policies, and priorities that guide MassDOT’s digital communications, websites, and online services.

Lead, supervise, and develop the Digital Services team, including hiring, onboarding, coaching, delegation, performance management, and professional development.

Create and maintain a team charter that defines the team’s mission, responsibilities, operating principles, decision-making practices, and service commitments.

Plan and prioritize the team’s workload, resources, projects, and service commitments to ensure timely, accurate, and high-quality delivery.

Build and maintain effective relationships with MassDOT departments, EOTSS, Public Affairs, the Governor’s Office, the Chief Accessibility Officer, and other stakeholders to coordinate digital initiatives and align organizational priorities.

Work closely with the Chief Accessibility Officer to support the operational oversight and administration of Accessibility Specialists who report to the Chief Accessibility Officer.

Assist the Chief Accessibility Officer by coordinating work assignments, monitoring workloads and deliverables, facilitating communication, supporting administrative processes, and helping integrate accessibility-related activities with Digital Services workflows and priorities.

Support the Chief Accessibility Officer in identifying resource, scheduling, workflow, and service-delivery issues affecting the Accessibility Specialists, while recognizing that accessibility policy, technical direction, performance management, and formal supervision remain the responsibility of the Chief Accessibility Officer.

Establish efficient, consistent, and repeatable processes for digital-service delivery, customer support, quality assurance, and continuous improvement.

Oversee the selection and use of digital tools, vendors, contractors, and service providers, including procurement support, performance monitoring, and review of deliverables.

Work Intake and Prioritization:
Establish and maintain processes for receiving, evaluating, prioritizing, assigning, tracking, and completing digital-service requests.

Content and Service Planning:
Coordinate the planning, scheduling, development, maintenance, and continuous…