AIOC Process Development & Impact Coordinator - AIOC - SFO (1824)

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.

Our Vision, Mission, and Core Values shape our culture and operations as we continue to build a supportive, purpose-driven workplace where all employees can thrive.

Learn more about careers at SFO at flysfo.com, and follow us on Facebook, Instagram, YouTube, LinkedIn, Bluesky and Threads.

APPOINTMENT TYPE: Temporary Exempt (TEX), Category 18: This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.  The duration of the appointment shall not exceed 36 months.

Specific information regarding this recruitment and position are listed below:

• Application Opening: Monday September 15, 2025.
• Application Deadline: Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 PM on Friday, September 26, 2025.
• Compensation: $141,050 to $171,470 Annually
• Work Schedule: Full-time, 40 hours per week. Shift times may vary and employees must be able to work day, swing or night shifts as needed, which may include weekends and holidays.
• Work Location: San Francisco International Airport – Airport Integrated Operations Center. 

The Airport Integrated Operations Center (AIOC) will be SFO’s 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.

Under direction from the Operations Planning Team Leader, the AIOC Process Development & Impact Coordinator will lead the development of the AIOC’s operational framework through process development, while also serving as the central resource for monitoring and mitigating operational impacts. The AIOC Process Development & Impact Coordinator will design, document, and implement standard operating procedures, workflows, and best practices; assess current practices to identify improvement opportunities; and integrate innovative solutions that improve efficiency, strengthen communication, and enhance operational readiness.

The AIOC Process Development & Impact Coordinator will also maintain awareness of all projects, major events, and activities that may impact airport operations, working proactively with internal and external stakeholders to evaluate potential impacts and develop mitigation strategies. This includes tracking and analyzing performance metrics, overseeing the development of training materials and technical documentation, and ensuring that process improvements are consistently applied across all shifts. This role bridges the functions of process improvement and impact forecasting to ensure both operational continuity and long-term efficiency gains for the AIOC.

Essential functions and duties include:

• Lead the design, documentation, and maintenance of standardized operating procedures (SOPs), workflows, and process maps for AIOC operations.
• Conduct gap analyses and workflow assessments to identify inefficiencies, redundancies, and improvement opportunities.
• Partner with cross-functional teams to pilot and implement innovative solutions aligned with operational goals and guest service standards.
• Support overall tracking of projects and assist with shutdown notifications and communications to affected stakeholders.
• Monitor the performance of implemented improvements, track key performance indicators (KPIs), and prepare regular reports for AIOC and SFO leadership.
• Coordinate with SFO ITT to ensure data availability and system integration that supports efficient process execution.
• Develop training programs, job aids, and instructional materials in partnership with the AIOC Training Coordinator to ensure consistent process application across all shifts.
• Maintain real-time and long-range awareness of all planned and unplanned activities, including construction projects, airline operational changes, and special events, to assess their potential impact on airport operations.
• Serve as the primary point of deconfliction for operational impacts, ensuring timely and coordinated responses across AIOC teams.
• Collaborate with project leads, liaisons, and stakeholders to analyze project scope, logistics, and complexity, recommending strategies that protect KPIs and minimize disruptions.
• Partner with Forecasting & Capacity Planning to interpret passenger flow data, traffic patterns, and flight schedules for proactive operational planning.
• Provide daily and periodic operational outlooks to AIOC management, identifying areas of potential impact and recommended mitigations.
• Foster strong working relationships with internal departments, airlines, contractors, and external partners to facilitate seamless coordination.
• Deliver timely, actionable communication on operational impacts, process changes, and mitigation strategies through verbal briefings, written reports, and shared information systems.
• Apply graphical applications models using advanced analytical tools (e.g., Power BI, Tableau, Microsoft SQL, etc.).
• Promote a culture of proactive planning, continuous improvement, and shared accountability for operational performance.
• Perform other functions outlined in the 1824 – Principal Administrative Analyst job classification.

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

Experience: Five(5) years full-time equivalent experience performing professional-level analytical work. Qualifying professional-level analytical work includes analysis, development, administration, and reporting in major programs and functions of an organization in the areas of budgets, contracts, grants, policy, or other functional areas related to the duties of positions in the 182X Class series.

Substitution:

Experience Substitution: Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major coursework in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in the Class series may be substituted for one (1) year of required experience.

Education Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.

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

Desirable Qualification:

• Operations-oriented mindset with experience leading and contributing to complex airport operational and process improvement projects that enhance efficiency, guests' experience, and overall airport performance.
• Ability to work effectively, professionally, and courteously with individuals in multiple roles, in high-pressure environments, including during emergencies.
• Strong conceptual, analytical, and creative problem-solving skills, including gathering and interpreting data, identifying effective solutions, and communicating them clearly to diverse audiences.
• Ability to holistically evaluate operational responses, plans, and procedures to identify and implement innovative processes, technology, and communication solutions.
• Proficiency in data collection, analysis, and visualization using tools such as Power BI, Tableau, and Microsoft SQL, with the ability to translate insights into actionable operational improvements.
• Knowledge of business process management, process modeling, and continuous improvement principles (Lean, Six Sigma Green Belt and/or Black Belt).
• Strong understanding of medium to large airport operations, including specific knowledge of SFO’s operational characteristics, stakeholder environment, and the broader impacts of operational decisions on the global aviation ecosystem.
• Understanding of change management principles and the ability to implement change using collaborative, inclusive, and well-structured approaches.

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

Verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. 

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.

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.

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.  

Selection Procedures:

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

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.

Notes:  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.

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/. 

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
• Right to Work
• Copies of Application Documents
• Diversity Statement

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).

Applicants will receive a confirmation email 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.

HR Information: If you have any questions regarding this recruitment or application process, please contact Senior People Projects Business Partner Carol Wong 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.