AIOC Shift Leader (0932) - SFO

Department: San Francisco International Airport
Job class: 0932-Manager IV
Starting salary range: $173,264.00 - $221,052.00 (Range A)
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of the List
List type: Combined Promotive and Entrance

Specific information regarding this recruitment process are listed below:

San Francisco International Airport (SFO) , an enterprise department of the City and County of San Francisco, has a workforce of approximately 1,900 City employees and is committed to being a diverse, equitable, and inclusive employer .

SFO is more than an airport —we are a dynamic organization where employees collaborate with a wide range of stakeholders to support global travel, economic development, and public service. We are recognized as a leader in environmental sustainability, equity, and forward-thinking infrastructure, and continue to be at the forefront of transforming the travel experience.

Our mission is to deliver an airport experience where people and our planet come first.

You will be part of a collaborative team responsible for managing airport operations within the Airport Integrated Operations Center (AIOC). The 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 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.

You are a highly motivated individual looking to serve as the Shift Leader in the AIOC to bolster the organization’s objective to enhance, advance, and drive all operational activities at SFO. As the Shift Leader, you will oversee all day-to-day AIOC functions and manage AIOC work during operational periods. Under strategic and tactical direction from the AIOC Director, you will coordinate with and lead all AIOC teams during a given shift, maintaining constant oversight of operational conditions, pain points, and areas of opportunity while prescribing and directing actions to meet KPI standards. When disruptions occur, you will oversee the management of the operational disruption and all related consequences. Additionally, you are responsible for managing direct and indirect reports in a medium/large matrix organization.

As a section leader of the AIOC and are expected to work collaboratively with all AIOC personnel and other SFO team members to forecast, monitoring and manage operations, solve problems, generate innovative ideas, and share information across SFO teams

What You’ll Do:

• Serve as the integration leader of the AIOC and be responsible for ensuring all AIOC teams have the right information, direction, and tools to prepare and execute operational plans and adjustments.
• Serve as the Guest Experience champion by utilizing SFO’s Customer Journey Map to identify customer pain points and ensure daily operational plans continually address and mitigate those paint points.
• Serve as a direct supervisor for the on-shift sections of Current Operations and Operations Planning Team Leaders.
• Oversee all day-to-day AIOC functions including establishing and coordinating shift bid schedules, coordinating work assignments and projects, executing the "run-of-show", and managing the AIOC’s operational tempo.
• Lead the daily Chief Operations Officer’s operational briefings, AIOC shift turnover briefings, and other operational updates for SFO leadership.
• Serve as the AIOC liaison for all matrixed organizations and outside agencies; collaborate with relevant stakeholders to share information within AIOC teams, as well as between outside parties and the AIOC.
• Serve as the single point of contact for SFO’s executive leadership to provide information accurately and succinctly on operational conditions, activities, and issues.
• Provide oversight and drive operational decision making for the entire SFO operation; determine and direct response actions to current and anticipated operational disruptions based on established plans in coordination with AIOC personnel.
• Monitor communication flows and information sharing processes between teams within the AIOC, making operational enhancements and decisions as needed to improve communication.
• Provide leadership and oversight for maintaining a proactive posture in relation to AIOC’s daily operations by planning, developing and implementing major projects and programs.
• Monitor the efficiency and effectiveness of the AIOC organizational structure, staff assignments, service levels, administrative systems, polices, and established procedures; make tactical and operational adjustments as needed while developing and recommending long-term enhancements to the AIOC Director.
• Maintain high-level situational awareness of current and anticipated airport operational conditions in coordination with the Current Operations and Operations Planning sections; monitor real-time data and information and ensuring information shared is timely and relevant.
• Participate in budget development, including planning for current and future resource needs, and oversee and administer department budget by monitoring expenditures in accordance with approved budget.
• Serve as support or back up to SFO’s Public Information Officer as required and necessary.
• Airport Public Information Officer, and the Customer Care team to provide a consistent SFO tone and voice when communicating with customers.
• Directly respond to and resolve escalated customer issues by employing effective de- escalation techniques, including active listening, empathy, and clear communication. When necessary be dispatched to the customer site to address concerns in person and ensure a positive resolution.

How to qualify

Education: Possession of a Baccalaureate Degree from an accredited college or university, AND

Experience: Six (6) years of professional airport/aviation work experience in facilities or operations at a medium to large airport, of which three (3) years must include supervising professionals.

License: Possession of a valid Class C Driver’s License (at time of appointment).

Substitution:

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 requirement by the final filing date unless otherwise noted.

Desirable Qualifications:

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Deep understanding of SFO’s operational strategy, common pain points, stakeholder landscape, and unique operating characteristics.
• Strong analytical and problem-solving skills with demonstrated experience in making strong decisions, anticipating downstream impacts, and standing accountable for any adverse effects.
• Ability to manage a matrixed team in a large organization, including serving as a department representative to the rest of the organization to maintain effective working relationships.
• Ability to identify, analyze, and report activities, issues, and problems to recommend appropriate solutions and present information clearly and concisely orally, in writingand through presentations.
• Embodies SFO’s Core Values, including a passion for customer and operational excellence.
• Ability to serve as a natural facilitator and understand which subject matter experts must be included in operational processes and decision-making.
• Extensive understanding of FAA, TSA, and CBP regulations, airport operations, safety and security requirements, and airport emergency management.

Verification of Education and Experience :

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review SF Careers Employment Applications for considerations taken when reviewing applications.

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

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.

What else should I know?

Selection Procedure:

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

Candidates who meet the minimum qualifications will be sent a Supplemental Questionnaire. The Supplemental Questionnaire is designed to measure the knowledge, skills and abilities required for this position. All candidates’ responses to the Supplemental Questionnaire are subject to verification. All relevant experience, education and/or training must be included in the responses in order to be reviewed in the rating process.

A passing score on the Supplemental Questionnaire 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.

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.

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 (6) months and may be extended with the approval of the Human Resources Director.

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 .

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:

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit to begin your application process.

Computers are available for the public (9:00 a.m. to 4:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor and at the City Career Center at City Hall , 1 Dr. Carlton B. Goodlett Place, Room 110.

Ensure your application information is accurate, as changes may not be possible after submission. Your first and last name must match your legal ID for verification, and preferred names can be included in parentheses. Use your personal email address, not a shared or work email, to avoid unfixable issues.

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.