Director of Customer Access

Job Description:

Director of Customer Access

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 Non-Rep Pay Band N12
Annual Salary Range: $193,124.00 (Minimum) - $292,584.00 (Maximum)
Note: The starting negotiable salary offer for this position will be $193,124.00 - $238,068.44 to commensurate with education and experience.

Report To
Asst. General Manager of Planning & Development

Current Assignment

Bay Area Rapid Transit (BART) is seeking a Director of Customer Access to lead the Customer Access and Accessibility Department. This role oversees multimodal station access, including pedestrian and bicycle programs, bus and shuttle coordination, paratransit, parking operations, accessible services and ADA compliance, wayfinding and continue to deliver world-class transit service to the Bay Area.

The incumbent provides overall departmental leadership, sets goals and policies aligned with Board and executive direction, and coordinates with internal divisions and external partners. The position serves as BART’s executive lead on accessibility compliance, supports the Accessibility Task Force, and oversees station parking programs-one of BART’s largest non-fare revenue sources.

The Director of Customer Access responsibilities also include managing staff and budget, preparing Board materials, conducting stakeholder outreach, and addressing complex public inquiries.

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:

• Comprehensive knowledge of multimodal transportation access programs, including pedestrian, bicycle, bus/shuttle, paratransit, parking, and emerging mobility services in a transit environment.
• Thorough understanding of the Americans with Disabilities Act requirements for public transportation, ADA paratransit eligibility and service standards, accessible design principles, and accessibility compliance processes.
• Strong stakeholder engagement skills, including facilitating advisory committees, conducting community outreach, managing sensitive public inquiries, and building consensus among diverse stakeholders.
• Excellent project management and contract administration skills, including negotiating and administering professional services and operations contracts and overseeing consultant work.
• Demonstrated ability to coordinate cross-functionally with other teams in a large, complex transit organization.
• Experience preparing Board-level reports and presentations, briefing senior executives, and translating technical access and accessibility issues into clear recommendations for decision-makers.
• Proven leadership and people management skills, including the ability to select, train, motivate, and develop professional staff and build high-performing teams.

Application and Selection Process

All applicants must apply online at www.bart.gov/jobs . Applications must be completed in full and include all requested information, including dates of employment, positions held, hours worked, and a detailed description of duties performed.

Applicants may attach a resume to provide supplemental information; however, the resume does not substitute for completing the application form in its entirety. Only information included in the application at the time of submission will be used to determine whether applicants meet the minimum qualifications for the position. All application materials must be submitted by the closing date and time listed on the job announcement. Applications received after the closing deadline will not be considered.

Applicants who require assistance with the online application process may contact the Talent Acquisition Division at (510) 464-6112 or [email protected] .

The selection process for this position may include one or more of the following: a skills or performance demonstration, a written examination, and/or panel or individual interview.

All applications will be reviewed by the Talent Acquisition Division to determine whether applicants meet the established Minimum Qualifications (MQs). Applicants who meet the MQs may be referred to the hiring department for further evaluation as part of the selection process.

The selected candidate must demonstrate a work history reflecting reliability and dependability, and may be required to provide copies of certificates, diplomas, or other documentation required by law, including proof of authorization to work in the United States.

Pre-employment processing will include a background check. This requirement does not apply to current full-time District employees unless the position requires additional evaluations or clearances.

Examples of Duties

Assumes full management responsibility for assigned services and activities of the Customer Access Department including planning support and project implementation for these types of access programs: pedestrian; intermodal; bus; shuttle; paratransit; bicycles; carpool; parking - free and paid; disabled access; station and facility way-finding sign program; station area art and ART in BART Program; ADA compliance and contracted bus transportation services.

Manages the development and implementation of goals, objectives, policies and priorities for assigned programs; recommends and administers policies, procedures, and projects.

Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; recommends, within departmental policy, appropriate service and staffing levels, including emergency bus bridges and other necessary transit coordination.

Plans, directs, coordinates and reviews the work plan for assigned staff; assigns work activities, projects and programs; reviews and evaluates work products, methods and procedures; meets with staff to identify and resolve problems.

Oversees access program coordination with Federal Transportation Authority, Caltrans, other state agencies, Metropolitan Transit Commission, local transportation authorities and local and regional transportation operators; ensures all programs comply with mandated requirements.

Coordinates with other departments to integrate access programs and projects with planning, joint development, system expansion, and strategic systems improvements; ensures division involvement in budget, operations, strategic plan, capital development, and customer service activities.

Directs implementation of access programs consistent with Access Management and Improvement Policy in the District’s Strategic Plan.

Directs and oversees the provisions of ADA daily paratransit service through broker contracts.

Reviews and prepares a variety of reports and documents in support of program area including proposals for service charges, environmental impact assessments and justification for system improvements.

Coordinates funding activities for assigned projects; determines funding requirements; develops proposals to obtain funding from a variety of sources; completes all required documentation.

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 department budget; approves the forecast of funds needed for staffing, equipment, materials and supplies; approves expenditures and implements budgetary adjustments as appropriate and necessary.

Serves as the liaison for the Customer Access Department with other divisions, departments and outside agencies; negotiates and resolves sensitive and controversial issues.

Serves as staff on a variety of boards, commissions, and committees; prepares and presents staff reports and other necessary correspondence, and oversees the Department’s/District’s support responsibilities for various task forces and committees.

Provides staff assistance to the Executive Manager, Planning and Budget.

Conducts a variety of organizational studies, investigations and operational studies; recommends modifications to transportation access programs, policies and procedures as appropriate.

Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of transportation planning.

Conducts stakeholder outreach for District access and programs; responds to and resolves difficult and sensitive citizen inquiries and complaints.

Explains, justifies and defends Department programs, policies and activities; resolves sensitive and controversial issues.



Minimum Qualifications

Education:
Possession of a bachelor’s degree in transportation planning, urban planning, business administration, public administration or a closely related field from an accredited college or university.

Experience :
The equivalent of seven (7) years of (full-time equivalent) verifiable professional customer access planning and administration experience which must have included at least three (3) years of management experience.

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 transportation access programs including bus intermodal services, contracted bus and paratransit services, parking, bike and pedestrian access
• Principles and practices of operating and capital budgets
• Principles and practices of program development, project management, and administration
• Methods and techniques of financial and cost/benefit analysis
• Principles and practices of budget preparation and administration
• Principles of supervision, training and performance evaluation
• Mandated program rules and regulations including the Americans with Disabilities Act
• Related Federal, State and local laws, codes and regulations

Skill/Ability in:

• Overseeing and participating in the management of a comprehensive transportation access program
• Selecting, supervising, training and evaluating staff
• Participating in the development and administration of departmental goals, objectives and procedures
• Preparing and administering large program budgets
• Preparing clear and concise administrative and financial reports
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions and implementing recommendations in support of goals
• Researching, analyzing and evaluating new service delivery methods and techniques
• Evaluating District access requirements
• Negotiating agreements with local agencies, developers and private organizations
• 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 including BART Board members and stakeholders

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 [email protected] .

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)
  • 3% at 50 (Safety Members - Classic)
  • 2.7% @ 57 (Safety Members - PEPRA)
  • 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 5 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: 3/25/2026 11:59 PM Pacific

Salary:

$193,124.00 - $292,584.00 Annually