Manager of Customer Services

Job Title : Manager, Customer Service Division

Ride BART to a satisfying career that lets you both : 1) make a difference to Bay Area residents, and 2) enjoy excellent pay, benefits, and employment stability. BART is looking for people who like to be challenged, work in a fast-paced environment, and have a passion for connecting riders to work, school and other places they need to go. BART offers a competitive salary, comprehensive health benefits, paid time off, and the CalPERS retirement program.

BART's Customer Service Division is seeking an experienced manager with a strong background in retail and customer service to lead and oversee the operations of the BART Customer Services Center and Transit Information Call Center. The selected incumbent will provide strategic oversight of customer service operations, collaborate with regional organizations, and coordinate initiatives across departments and external partners essential in supporting the safe and reliable operation of the BART system and continue to deliver world-class transit service to the Bay Area.

This position is responsible for preparing and reviewing analyses, reports, and administrative documentation for the Director of Customer Services. The ideal candidate will bring strong leadership, organizational, and communication skills, with the ability to coordinate interdepartmental collaboration, implement best practices, and enhance service delivery across multiple programs.

The most qualified candidates for this position will have highly developed competencies in the following areas, which will be reinforced with related work experience and will be clearly articulated during the selection process :

Technical and Operational Skills :

• Customer Service Operations : Manage the operations, services, and activities of comprehensive customer service programs, including in-person service centers, call centers, and customer outreach initiatives.
• Retail and E-Commerce Management : Oversee retail sales operations and point-of-sale systems, including e-commerce platforms, online store management, and fulfillment processes.
• Financial Management : Manage cash handling procedures, balance sheets, inventory control, and ensuring accurate daily, weekly, and monthly financial and cash-handling reports.
• Staff and Workforce Management : Provide managerial oversight and leadership for staff and contractors in a unionized environment, including hiring, training, performance management, and scheduling to ensure smooth operations.
• Budgeting and Forecasting : Develop and manage annual budgets, forecasting financial needs for staffing, equipment, materials, and supplies, and authorizing related expenditures.
• Procurement and Contract Administration : Manage procurement processes and contract administration to support customer service operations.
• Multi-Tasking and Coordination : Prioritize and coordinate responsibilities in a fast-paced, multi-function, multi-program, and multi-application environment.

Soft Skills :

Selection Process : This position is represented by American Federation of State, County, and Municipal Employees (AFSCME). Applications will be screened to assure that minimum qualifications are met. Those applicants who meet minimum qualifications will then be referred to the hiring department for the completion of further selection processes. The selection process for this position may include a skills / performance demonstration, a written examination, and / or an individual or panel interview. The successful candidate must have an employment history demonstrating reliability and dependability; provide copies of certificates, diplomas or other documents as required by law, including those establishing his / her right to work in the U. S.; pass a pre-employment medical examination which includes a drug and alcohol screen, and which is specific to the essential job functions and requirements. Pre-employment processing will also include a background check. (Does not apply to current full-time District employees unless specific job requires additional evaluations) The selection process for this position will be in accordance with the applicable collective bargaining agreement.

Application Process : External applicants may only apply online, at www.bart.gov / jobs. Applicants needing assistance with the online application process may receive additional information by calling (510) 464-6112. Current employees are strongly encouraged to apply online, either at www.bart.gov / jobs, or on Employee Connect. Current employees may also apply using a BART paper application by delivering the completed form to the Human Resources Department, or by mailing it to P.O. Box 12688, Oakland, CA 94604-2688. All applicants are asked to complete the application in full, indicating dates of employment, all positions held, hours worked, and a full description of duties. Online applicants are invited to electronically attach a resume to the application form to provide supplemental information but should not consider the resume a substitute for the application form itself.

Examples of Duties :

Minimum Qualifications :

Education : A bachelor's degree in marketing, communications, business administration, public administration, or a closely related field from an accredited college or university. Experience : The equivalent of five (5) years of full-time professional customer services program administration experience, which must have included two (2) years of supervisory responsibility. Substitution : Additional professional experience as outlined above may be substituted for the education on a year-for-year basis. A college degree is preferred.

Knowledge and Skills :

Knowledge of :