In addition to submitting your application, you MUST submit the supplemental questionnaire.

Applicants must complete the supplemental questionnaire prior to starting the online application process. Your application will not be reviewed without the completion of the supplemental questionnaire.

APPOINTMENT TYPE: Permanent Exempt - This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

Application Opening: March 17, 2023

Deadline to Apply: March 31, 2023

Recruitment ID: 125352

Salary: $122,200 to $156,026 annually

Please Note: A resume must be attached to the online application.

Division:                     Finance & Information Technology

Section/Unit:              Revenue Collection and Sales/Citations and Permit Processing Section

Work Location:         1 South Van Ness, 6th Floor, SF

Work Hours:              Monday- Friday, 8AM-5PM

The SFMTA Citations and Permit Team is responsible for the Citations and Permit Processing Section, which oversees all aspects of the collection, processing and direct customer service associated with the issuance of more than 1.2 million parking citations and 90,000 parking permits with annual revenue of more than $100 million and in-person service to more than 140,000 customers per year at the SFMTA Customer Service Center.

Under administrative direction, the Permits and Citations Assistant Manager is responsible for supervising, monitoring, and evaluating the activities of staff and the evaluation of service delivery and systems, developing and implementing new programs for a diverse portfolio of customer service-related functions with 50 full-time employees and an annual budget of $19.25 million.  Functional areas include the Citations and Permit Processing Section, which oversees all aspects of the collection, processing and direct customer service associated with the issuance of more than 1.2 million parking citations and 90,000 parking permits with annual revenue of more than $100 million and in-person service to more than 140,000 customers per year at the SFMTA Customer Service Center. The ideal candidate will possess strong communication, writing, analytical and problem-solving skills, and a demonstrated track record in implementing process and system changes in a public sector environment.

Examples of Important and Essential Duties

• Supervises, monitors, and evaluates the activities of staff and/or coordinates and monitors the work of consultants and contractors working for the Agency; establishes performance requirements and development targets; takes appropriate steps to improve performance, including coaching or training; and takes disciplinary action in accordance with Agency policies and procedures.
• Completes weekly schedule and directs the allocation of resources to achieve timely outcomes and measurable goals; adjusts plans and programs to meet emerging or new programs, while continuing to address major agency priorities.
• Gathers, compiles, analyze data and prepares reports using database programs, spreadsheets, and prepares reports for data evaluation.
• Assists in the developing and implementing operational policies to ensure the efficient operation of section or program.
• Performs various administrative duties such as, supply order, scheduling meetings, payroll, memorandums and correspondence.
• Responds to escalated inquiries from other government agencies, such as Mayor’s Office, Board of Supervisors and Director of Transportation.
• Performs other related duties as assigned.

Minimum Qualifications:

1. Possession of a Bachelor’s degree from an accredited college or university; AND

2. Four (4) years of experience in complex processing and direct customer service organizations.

Substitution:

Additional qualifying experience may be substituted for the required education in Minimum Qualification on a year-for-year basis. One year (2000 hours) of qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes:

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

2. One (1) year full-time experience is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time experience.

Desirable Qualifications:

The stated desirable qualifications may be used to identify candidates advancing to the interview process and/or to identify job finalist(s) at the end of the selection process when referred for hiring.

• Knowledge of principles and practices of organization, administration, fiscal, and personnel management; Federal, State, and local laws, rules and regulations pertaining to functional areas.
• Ability to apply the principles and practices of public administration, financial and personnel management.
• Possession of 4 years of supervisory experience, including coaching, training and establishing goals to improve employee performance.
• Ability to effectively schedule and reallocate resources in real-time to direct subordinate supervisors engaged in diverse activities.
• Skilled in utilizing effective communication and de-escalation techniques to resolve sensitive customer service issues.
• Experience interpreting and communicating legal and administrative regulations to external customers and/or community stakeholder groups.
• Experience evaluating processes and policies and developing and implementing changes to improve service delivery.
• Skilled in utilizing Excel and other data analysis tools to evaluate productivity, program outcomes and establish performance metrics.
• Ability to communicate results of research and recommendations clearly and concisely to management, section employees, and members of the public.

Verification:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found at: https://sfdhr.org/information-about-hiring-process#verification. 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.

Selection Process:

Applications will be screened for relevant qualifying experience.  Additional screening mechanisms may be used to determine candidates' qualifications.  Only those applicants who most closely meet the needs of the Agency will be invited to move forward in the selection process.

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

For questions or inquiries, please contact the analyst, James Lam at [email protected] or Tracy Pon at [email protected].

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.