This is a Position-Based Test conducted in accordance with CSC Rule 111A.

• Application Opening: Friday, August 9, 2024
• Application Deadline: Apply Immediately. Application filing will be open at least through Wednesday, September 11, 2024, 5:00 PM (PDT) and will close any time thereafter
• Compensation: $139,594 - $178,178 annually
• Recruitment ID: PBT-0923-150013

San Francisco International Airport (SFO), an enterprise department of the City and County of San Francisco (CCSF), has approximately 1,700 CCSF employees and strives to be a diverse, equitable, and inclusive employer.

SFO’s mission is delivering an airport experience where people and our planet come first and our core values are Safety and Security, Teamwork, Excellence, Care, and Equity. Learn more about careers at SFO. 

For more information about SFO, visit www.flysfo.com. Follow us on Twitter and Facebook.

Under administrative direction, the Manager II working at the San Francisco International Airport (SFO), Operations Division, will be responsible for performing mid-level management functions with responsibility for operational area(s) or operationally related services of the Airport. This recruitment will be used to fill multiple positions within the Operations Division, which may include the following offices:

• Airport Services consist of Airport Duty Managers, Terminal Systems and Wayfinding, Landside Operations and AirTrain Operations. The Airport Duty Managers serve as the principal representative of the Airport Director and oversee all Airport activities and coordination of multiple Airport sections. The Terminal Systems and Wayfinding Office is responsible for terminal signage and common use systems that the Airlines use for passenger and baggage processing, including workstations, kiosk, scanners, baggage handling systems, information displays, and the programs to manage gate, aircraft parking and check-in resource assignment. Landside Operations oversees all ground transportation operations at the Airport. AirTrain Operations is responsible for the Airport’s automated people mover train system that travels around the terminal complex and out to Westfield Road, the Rental Car Center, and Long-Term Parking.

• Customer Care ensures guests are offered extraordinary experiences by creating services and programs that meet and exceed guest expectations. Duties include the management of customer facing programs and contracts to ensure high quality experiences; collaborating with partners and stakeholders to promote ease and efficiency throughout the customer journey; overseeing customer and satisfaction research projects and communicating meaningful derived insights to executive management; creating and directing employee recognition and training programs designed to nurture a culture of Care; managing the airport’s customer relations process focusing on the timely resolution of complaints and efforts to ensure that airport stakeholders are aware of problematic processes and work to resolve them; and overseeing the Airport’s volunteer program.

• Safety, Security & Airside Services (SSAS) includes eight work units:  Airside Operations, Aviation Safety & Compliance, Safety and Health, Aviation Security, Security Access Office, Communications, Radio Services, and Emergency Management. The Aviation Safety & Compliance Office is responsible for enhancing robust safety management programs at SFO including the Airport’s annual certification required by Title 14, Code of Federal Regulations, Part 139; Safety Management System (SMS); Airport’s Ramp Safety Program; and Ground Support Equipment Safety Inspection Program.  Airside Operations promote safety and security in all aspects of airfield including airfield inspections and ensuring the safety and efficiency of the Airport's operational functions follow federal regulation requirements of FAR Part 139. Security Access Office manages the issuance of Airport ID badges to approximately 40,000 airport employees, criminal record history checks / Security Threat Assessment review, and Security Identification Display Area training program.

• Airport Integrated Operations Center (AIOC) will be our 24/7 guest centric nerve center with end-to-end visibility through a common operating picture. The AIOC will be staffed with skilled teams and decision makers that set the Daily Operations Plan, mitigate pain points, and share information to promote healthy airport operations. The AIOC will be more than a room with innovative technology and skilled operators; it is a mindset that drives our day-to-day operation to create a seamless and responsive travel experience for everyone. The AIOC will create an extraordinary guest experience through centralized operational control - enabling informed, data-driven decisions and managing all reported issues with care, while working in collaboration to provide a safe, secure, and seamless guest experience.

Managers in these areas make decisions impacting the daily operations and implementation of established procedures and policies within the assigned section and solve problems requiring analyses of issues. Managers typically build and maintain working relationships with others throughout the Airport, and coordinate the budget preparation, monitoring of expenditures and financial reporting for their assigned section.

Duties and Responsibilities

• Manages programs, operational activities, or projects of assigned section or program area.
• Supervises, trains, and evaluates the activities of staff; works with other managers and staff to evaluate and implement goals, responsibilities, policies, and procedures of the division.
• Monitors the work of and coaches subordinates to improve performance.
• Evaluates procedures, identifies, and analyzes problems and issues and may implement and document new procedures of the assigned section/program.
• Participates in budget development by providing detailed justification and persuasive arguments for proposals or initiatives, coordinates budget preparation, monitors expenditures and financial reporting.
• Prepares reports, memoranda, and correspondence; maintains statistical records.
• Directs the allocation of resources to achieve timely outcomes and measurable goals aligned to SFO’s 5-Year Strategic Plan; adjusts plans and programs to meet emerging or innovative programs, while continuing to address operational priorities.
• Assists in developing and implementing operational policies to ensure the efficient operation of operations and guest experience.

Education: Possession of a baccalaureate degree from an accredited college or university AND

Experience: Five (5) years of professional airport/aviation work experience in customer service, facilities, or operations at a medium to large airport

Special Qualifications including specialized knowledge, abilities, education, experience, or license may be established for individual positions.

Education Substitution: Additional qualifying full-time work experience (2000 hours equal one year) as described above may substitute up to two (2) years of the required education. One (1) year of work experience equals to 30 semester units or 45 quarter units.

One-year full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full time employment.

Applicants must meet the minimum qualification by the final filing date unless otherwise noted.

Verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements .

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training, and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

SELECTION PROCEDURES

Selection Procedure:  The selection process will include evaluation of applications in relation to minimum requirements.  Applicants meeting the minimum qualifications are not guaranteed advancement to interview.  Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates.  If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ): (Weight: Qualifying)

This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Supplemental Questionnaire Evaluation: (Weight: 100%)

Qualified candidates will be sent a Supplemental Questionnaire after the closing of this filing period. Applicants will be given a deadline to return the Supplemental Questionnaire. The Supplemental Questionnaire is designed to measure knowledge, skills, and/or abilities in job-related areas which have been identified as critical for positions in class 0923 Manager II.

Failure to complete these steps by the established deadlines will result in disqualification. All applicants’ responses to the Supplemental Questionnaire are subject to verification.

A passing score on the Supplemental Questionnaire Evaluation must be achieved in order to be placed/ranked on the Eligible List. Candidates will be placed on the eligible list in rank order according to their final score.

NOTE:  Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure.

Transportation Security Administration (TSA) Security Clearance: Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Some positions may also require the following:

Customs Clearance

This position requires that the incumbent be qualified for unescorted access to the San Francisco International Airport U.S. Customs Security Area. An application for a U.S. Custom Access Seal may be submitted to Customs ONLY after employment has commenced. Employment in this position requires that the incumbent submit an application for, successfully acquire and maintain a Customs Access Seal. Per Civil Service Commission Rule 110.9.1, every applicant must possess and maintain the qualifications required by law and by the examination announcement for this examination. Failure to acquire or maintain customs access, a requirement for this position, may be basis for termination from employment with the Airport Commission. Customs Access Seal requirements and procedures are located in the Code of Federal Regulations, Title 19, Part 122, Sections 181 or 189.

Medical Examination

Prior to appointment, candidates must successfully pass a medical examination to determine his/her ability to perform the essential functions of the job and/or the ability to meet the physical minimum requirements.

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be six months, and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2022-23.pdf

Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

HOW TO APPLY
Applications for City and County of San Francisco jobs are only accepted through an online process. 

Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Recruiter Information: If you have any questions regarding this recruitment or application process, please contact the Recruiter Vicky Lei at [email protected].

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.