Manager of Customer Services

Marketing Statement

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.

Job Summary

Pay Rate

This job classification has a salary step structure effective January 1, 2025. Individuals hired into the classification will generally be appointed at step 1 of the salary range and will advance to step 2 after working in the position for six (6) months, to step 3 one year from date of hire, and to steps 4 and 5 at one-year intervals of time thereafter. Each salary step progression will provide a 5% increase to the employee's base salary until step 5 is reached. The salary range for this job classification is $146,640.00 to $178,235.20. Starting negotiable annual salary will be $146,640.00 / annually (Step 1), commensurate with experience and education.

Reports To

Director of Customer Service

Current Assignment

This posting has been updated to correct a posting closing date error. Candidates that have already applied do not need to reapply.

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.

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 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 further selection processes, which may include a skills / performance demonstration, a written examination, and / or an individual or panel interview.

Application Process

External applicants may only apply online. Current employees are strongly encouraged to apply online or through Employee Connect. 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.

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 :

Skills :

Equal Employment Opportunity

The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, or medical condition (cancer / genetic characteristics and information).

The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least five days before your examination date at employment@bart.gov.

Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete / submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at www.bart.gov / jobs.

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