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Job 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 employment@bart.gov .
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
- 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 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)
- 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 -
ABOUT THE COMPANY
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BART (Bay Area Rapid Transit)
Show moreThe BART story began in 1946. It began not by governmental fiat, but as a concept gradually evolving at informal gatherings of business and civic leaders on both sides of the San Francisco Bay. Facing a heavy post-war migration to the area and its consequent automobile boom, these people discussed ways of easing the mounting congestion that was clogging the bridges spanning the Bay. In 1947, a joint Army-Navy review Board concluded that another connecting link between San Francisco and Oakland would be needed in the years ahead to prevent intolerable congestion on the Bay Bridge. The link? An underwater tube devoted exclusively to high-speed electric trains.
Since 1911, visionaries had periodically brought up this Jules Verne concept. But now, pressure for a traffic solution increased with the population. In 1951, the State Legislature created the 26-member San Francisco Bay Area Rapid Transit Commission, comprised of representatives from each of the nine counties which touch the Bay. The Commission's charge was to study the Bay Area's long range transportation needs in the context of environmental problems and then recommend the best solution.
The Commission advised, in its final report in 1957, that any transportation plan must be coordinated with the area's total plan for future development. Since no development plan existed, the Commission prepared one itself. The result of their thoroughness is a master plan which did much to bring about coordinated planning in the Bay Area, and which was adopted a decade later by the Association of Bay Area Governments (ABAG).
The BART Concept is Born
The Commission's least-cost solution to traffic tie-ups was to recommend forming a five-county rapid transit district, whose mandate would be to build and operate a high-speed rapid rail network linking major commercial centers with suburban sub-centers.The Commission stated that, "If the Bay Area is to be preserved as a fine place to live and work, a regional rapid transit system is essential to prevent total dependence on automobiles and freeways."
Thus was born the environmental concept underlying BART. Acting on the Commission's recommendations, in 1957, the Legislature formed the San Francisco Bay Area Rapid Transit District, comprising the five counties of Alameda, Contra Costa, Marin, San Francisco and San Mateo. At this time, the District was granted a taxing power of five cents per $100 of assessed valuation. It also had authority to levy property taxes to support a general obligation bond issue, if approved by District voters. The State Legislature lowered the requirement for voter approval from 66 percent to 60 percent.
Between 1957 and 1962, engineering plans were developed for a system that would usher in a new era in rapid transit. Electric trains would run on grade-separated right-of-ways, reaching maximum speeds of 75-80 mph, averaging perhaps 45 mph, including station stops. Advanced transit cars, with sophisticated suspensions, braking and propulsion systems, and luxurious interiors, would be strong competition to "King Car " in the Bay Area. Stations would be pleasant, conveniently located, and striking architectural enhancements to their respective on-line communities.
BART employees in the 1970s.
Hundreds of meetings were held in the District communities to encourage local citizen participation in the development of routes and station locations. By midsummer, 1961, the final plan was submitted to the supervisors of the five District counties for approval. San Mateo County Supervisors were cool to the plan. Citing the high costs of a new system-plus adequate existing service from Southern Pacific commuter trains - they voted to withdraw their county from the District in December 1961.
With the District-wide tax base thus weakened by the withdrawal of San Mateo County, Marin County was forced to withdraw in early 1962 because its marginal tax base could not adequately absorb its share of BART's projected cost. Another important factor in Marin's withdrawal was an engineering controversy over the feasibility of carrying trains across the Golden Gate Bridge.
BART had started with a 16-member governing Board of Directors apportioned on county population size: four from Alameda and San Francisco Counties, three from Contra Costa and San Mateo, and two from Marin. When the District was reduced to three counties, the Board was reduced to 11 members: four from San Francisco and Alameda, and three from Contra Costa. Subsequently, in 1965, the District's enabling legislation was changed to apportion the BART Board with four Directors from each county, thus giving Contra Costa its fourth member on a 12-person Board. Two directors from each county, hence forth, were appointed by the County Board of Supervisors. The other two directors were appointed by committees of mayors of each county (with the exception of the City and County of San Francisco, whose sole mayor made these appointments).
The five-county plan was quickly revised to a three-county plan emphasizing rapid transit between San Francisco and the East Bay cities and suburbs of Contra Costa and Alameda counties. The new plan, elaborately detailed and presented as the "BART Composite Report, " was approved by supervisors of the three counties in July 1962, and placed on the ballot for the following November general election.
The plan required approval of 60 percent of the District's voters. It narrowly passed with a 61.2 percent vote District-wide, much to the surprise of many political experts who were confident it would fail. Indeed, one influential executive was reported to have said: "If I'd known the damn thing would have passed, I'd never have supported it. "
The voters approved a $792 million bond issue to finance a 71.5 mile high-speed transit system, consisting of 33 stations serving 17 communities in the three counties. The proposal also included another needed transit project: rebuilding 3.5 miles of the San Francisco Municipal Railway. The new line would link muni streetcar lines directly with BART and Market Street stations, and four new Muni stations would be built.
The additional cost of the transbay tube -- estimated at $133 million -- was to come from bonds issued by the California Toll Bridge Authority and secured by future Bay Area Bridge revenues. The additional cost of rolling stock, estimated at $71 million, was to be funded primarily from bonds issued against future operating revenues. Thus, the total cost of the system, as of 1962, was projected at $996 million. It would be the largest single public works project ever undertaken in the U.S. by the local citizenry.
After the election, engineers immediately started work on the final system designs, only to be halted by a taxpayer's suit filed against the District a month later. The validity of the bond election, and the legality of the District itself, were challenged. While the court ruled in favor of the District on both counts, six months of litigation cost $12 million in construction delays. This would be the first of many delays from litigation and time-consuming negotiations involving 166 separate agreements reached with on-line cities, counties, and other special districts. The democratic processes of building a new transit system would prove to be major cost factors that, however necessary, were not foreseen.
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