Leading Change: The MBTA’s New Vision Under Choe’s Leadership

In the rapidly evolving landscape of public transportation, the Massachusetts Bay Transportation Authority (MBTA) is at the forefront of innovation, thanks in part to the efforts of its chief of staff, Choe. Since stepping into this pivotal role in 2023, Choe has been instrumental in overhauling the agency’s organizational culture, emphasizing a proactive approach to problem-solving rather than getting lost in bureaucratic planning. As she transitions to her new position as CEO of Virginia Railway Express (VRE), her legacy at the MBTA remains a topic of interest among those who rely on public transit.

Choe’s Approach to Organizational Change

Describing her role as “owning everything and nothing at the same time,” Choe embraces a multifaceted approach to leadership. Her aim has been clear: to identify and resolve the persistent issues that hinder operational efficiency. In conversations with MIT Alumni News, she reflected on how she has navigated the complexities within the MBTA, addressing what she calls “sticky organizational knots.” Each challenge presents an opportunity for improvement, and through her strategic focus, Choe has cultivated a culture centered on innovation and accountability.

Strategic Leadership and Service Planning

Integral to the MBTA’s success are leaders like Dullea, the senior director of service planning. Her team is responsible for meticulously planning and scheduling every bus route within the system, ensuring that public transit operates smoothly across the Red, Orange, Green, and Blue Lines. As the demand for reliable public transportation grows, Dullea’s expertise becomes ever more crucial. Her group continuously adapts service patterns to meet the dynamic needs of the region, showcasing the MBTA’s commitment to responsive and effective transit solutions.

Enhancing Rider Experience through Technology

At the helm of digital innovation is Subramanian, the MBTA’s senior director of rider tools. His team oversees the agency’s digital ecosystem, which includes the MBTA website, real-time signage, and the MBTA Go app. These tools are invaluable for riders, offering live updates on transit information such as arrival times and service alerts for buses, trains, and ferries. By enhancing the rider experience through technology, the MBTA not only informs its passengers but also fosters greater reliance on public transport as a viable commuting option.

Innovation as a Practical Necessity

For Choe, innovation is not just a buzzword; it’s a necessity in a system with infrastructure that dates back more than a century. With the first section of the Tremont Street subway opening in 1897, it’s imperative that the MBTA balances the maintenance of aging assets with modern demands. Choe champions a shift in how projects are delivered, advocating for revised contract structures and streamlined operations that leverage in-house resources. This methodological pivot has yielded a more “can-do” culture within the agency, focusing on tangible results rather than bureaucratic processes that can inhibit progress.

Addressing Challenges Amidst Repair and Upgrade Efforts

While Choe acknowledges the challenges posed by aging Red Line cars and ongoing service disruptions for repairs, she remains optimistic about progress. The improvements seen since spring 2024—such as increased weekday trips across the Red, Orange, and Blue Lines—are results of significant track repairs, new operating procedures, and the addition of more railcars. This upward trajectory speaks to the effectiveness of the reforms Choe has driven during her tenure, striving to enhance service reliability and catalyze regional economic mobility.

Innovation Grounded in Public Service

Choe’s commitment to public service is rooted in her formative years at MIT, where graduates are imbued with a sense of responsibility to effect change. After her previous roles, including six years at Boston’s Department of Public Works, she joined the MBTA in early 2020. Under her leadership, the Innovation Hub was launched, aiming to spotlight internal improvements and enhance efficiency—all while working within the constraints of a public agency budget. This initiative illustrates her relentless pursuit of better service for riders through continual optimization.