Manager of Customer Services

Job Description:

Manager of Customer Services

Description

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

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:

• Collaboration and Teamwork: Work effectively across departments and with external partners to achieve operational objectives.
• Communication: Clearly conveying information in person, in writing, and through reporting.
• Problem-Solving: Addressing escalated customer issues and operational challenges with tact and diplomacy.
• Adaptability and Flexibility: Adjust to evolving business needs, technologies, and customer service programs.
• Leadership and Influence: Guide staff and contractors, implementing policies, and supporting organizational goals through effective management practices.

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

Assumes management responsibility for assigned services and activities of the Customer Services Division, including oversight of the Customer Services Supervisor and activities performed by subordinates relative to merchandise and Clipper/fare card sales at the Lake Merritt Customer Services Center and the District’s e-commerce store.

Provides oversight for implementation of outreach and promotional programs that provide information about BART, the District’s e-commerce store, Clipper, fare media, and other programs.
Oversees efficiency of Transit Information Center, works with Customer Services Supervisor, and stays abreast of technological improvements in the field of telecommunications.
Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; recommends, within departmental policy, appropriate service and staffing levels.

Plans, directs, coordinates, and reviews the work plan for assigned staff; assigns work activities, projects, and programs; reviews and evaluates work methods and procedures; meets with staff to identify and resolve problems.
Assumes responsibility for cash handling, balancing and inventory control of revenue, fare media, Clipper cards, Company Store and e-commerce store items, and other items in the Customer Services Center.
Provides oversight of point of sale (POS) system and preparation; ensures accuracy of daily, weekly, and/or monthly financial and cash handling reports.
Oversees and approves procurement plans for obtaining merchandise inventory, professional services, equipment and other goods; guides subordinate staff to create RFP’s, designs selection process, adheres to schedule, and brings contract award through the District’s approval process.
Coordinates customer outreach efforts with other marketing promotions, new service changes, and other District initiatives.
Monitors developments, technology, and new techniques related to assigned area of responsibility; evaluates impact upon customer service, service delivery, and district image.
Selects, trains, motivates, and evaluates assigned personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements discipline and termination procedures.
Oversees and participates in the development and administration of the division’s annual budget; participates in the forecast of funds needed for staffing, equipment, materials, and supplies; monitors and approves expenditures; implements adjustments.
Serves as liaison for the Customer Services Division to other divisions, departments, and outside agencies; negotiates and resolves sensitive and controversial issues; and provides regional leadership on subject matters that require regional coordination.
Participates on a variety of boards, commissions, and committees; prepares and presents staff reports and other necessary correspondence.
Represents the Director of Customer Services and oversees all areas of the Department, including the oversight of case handling in the customer relationship management (CRM) system and data reporting, when the Director is away from the District.

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 :

• Operational characteristics, services, and activities of a comprehensive customer service and customer outreach program.
• Operational characteristics, services, and activities of a retail and e-commerce sales environment.
• Operational characteristics of point-of-sale systems
• Operational characteristics of telephone information/call center operations.
• Principles and practices of interpersonal customer relationships.
• Principles and practices of program development and administration.
• Principles and practices of contract administration.
• Methods and techniques of cash handling, inventory control and balance sheet reporting.
• Methods and techniques of managing employees in a Union setting.
• Methods and techniques of complex statistical and financial analysis and reporting. Methods and techniques of evaluating market research.
• Principles and practices of budget preparation and administration. Principles of supervision, training, and performance evaluation.
• Related Federal, State, and local laws, codes, and regulations.
  
  

Skill in :

• Overseeing and participating in the management of a comprehensive customer services and customer outreach program.
• Participating in the development and administration of division goals, objectives, and procedures.
• Overseeing, directing and coordinating the work of lower-level staff. Selecting, supervising, training, and evaluating staff.
• Researching, analyzing, and evaluating new service delivery methods and techniques. Overseeing the operation of point-of-sale systems.
• Designing and utilizing computerized databases.
• Preparing clear and concise administrative and financial reports.
• Preparing and administering large program budgets.
• Interpreting and applying applicable Federal, State, and local policies, laws, and regulations.
• Communicating clearly and concisely, both orally and in writing.
• Establishing and maintaining effective working relationships with those contacted in the course of work.
• Oversight of telephone information center operations.

Equal Employment Opportunity GroupBox1

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, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws.

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 5 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 .

The San Francisco Bay Area Rapid Transit District (BART) prides itself in offering best in class benefits packages to employees of the District. Currently, the following benefits may be available to employees in this job classification.

Highlights

• Medical Coverage (or $350/month if opted out)
• Dental Coverage
• Vision Insurance (Basic and Enhanced Plans Available)
• Retirement Plan through the CA Public Employees’ Retirement System (CalPERS)
  • 2% @ 55 (Classic Members)
  • 2% @ 62 (PEPRA Members)
  • Reciprocity available for existing members of many other public retirement systems (see BART website and/or CalPERS website for details)
• Money Purchase Pension Plan (in-lieu of participating in Social Security tax)
  • 6.65% employer contribution up to annual maximum of $1,868.65
• Deferred Compensation & Roth 457
• Sick Leave Accruals (12 days per year)
• Vacation Accruals (3-6 weeks based on time worked w/ the District)
• Holidays: 9 observed holidays and 4 floating holidays
• Life Insurance w/ ability to obtain additional coverage
• Accidental Death and Dismemberment (AD&D) Insurance
• Survivor Benefits through BART
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Flexible Spending Accounts: Health and Dependent Care
• Commuter Benefits
• Free BART Passes for BART employees and eligible family members.

Closing Date/Time: 10/19/2025 11:59 PM Pacific

Salary:

$146,640.00 - $178,235.20 Annually