Customer Solutions Supervisor - Airport Integrated Operations Center (AIOC) - SFO (1306) - 158816

IMPORTANT: IN ORDER TO BE CONSIDERED FOR THIS POSITION, YOU MUST SUBMIT AN APPLICATION AND A RESPONSE TO THE SUPPLEMENTAL QUESTIONNAIRE BELOW:

1306 Customer Solutions Supervisor - Supplemental Questionnaire

Note: Candidates deemed qualified will be invited to participate in a performance exercise. This exercise will take place from September 2 to September 8, 2025 (dates subject to change). 

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 Provisional (TPV). This is not a permanent appointment. A provisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment.  Provisional appointments may not exceed three (3) years.

Specific information regarding this recruitment process are listed below:

• Application Opening: August 18, 2025
• Application and Supplemental Questionnaire response Deadline: Interested applicants are encouraged to apply and submit a response to the supplemental questionnaire linked above as soon as possible as this announcement may close at any time after 5:00 PM (Pacific Time) on August 22, 2025.
• Compensation Range: $99,840 - $121,316 Annually
• Work Schedule: Full-time, 40 hours per week. This is a 24/7 operation environment. Shift times will vary and employees must be able to work day, swing, or graveyard shifts as needed, which may include weekends and holidays.
• Work Location: San Francisco International Airport -- Airport Integrated Operations Center. This position will be required to work onsite full-time.
• Recruitment ID:  RTF0158815 / TPV-1306-158816

The Airport Integrated Operations Center (AIOC) will be our 24/7 customer 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 customer 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.

The Customer Solutions Supervisor is part of a collaborative team responsible for driving and managing airport operations within the AIOC. This role requires a highly motivated individual looking to serve as a Customer Solutions Supervisor in the AIOC to bolster the organization’s objective to enhance, advance, and drive all operational activities at SFO to improve the customer experience. Under direction from the Current Operations Team Leader, this individual will oversee the customer experience and service levels in all of SFO’s customer-facing areas and touchpoints. This includes ensuring continuous and uninterrupted provision of customer-facing services and systems by coordinating with personnel from specialty areas to respond or act as needed to support the operation.

This position is also responsible for sustaining high levels of customer satisfaction during heavy congestion, peak travel, irregular operations, and unanticipated system or operational interruptions that negatively affect a customer’s journey or airport experience. The Customer Solutions Supervisor will accomplish this by communicating with customers, coordinating wayfinding adjustments, and collaborating with the TSA, CBP, and other external partners to proactively anticipate and respond to customer issues. They will also administer the public-facing information program for the AIOC to educate the general public about operational conditions at SFO, answer customer questions, and proactively respond to customer complaints in concert with SFO and AIOC personnel.

The Customer Solutions Supervisor is an integrated member of the AIOC and is expected to work collaboratively with all AIOC personnel in addition to Customer Care team members and other SFO staff to monitor and manage operations, solve problems, generate innovative ideas, and share information across SFO teams.

Essential functions and duties include:

• Serve as the customer advocate in the AIOC during both normal operations and periods of operational disruption.
• Supervise and lead team of Customer Solutions Coordinators to monitor and respond to customer concerns via social media, email, web, text, and more, to provide the highest quality of service.
• Utilize appropriate communication channels to enhance the customer experience when opportunities are available and appropriate, during both normal and irregular operations.
• Monitor current and anticipated future operational conditions for potential disruptions to the customer experience, and proactively coordinate mitigation responses and plans as necessary to promote high levels of customer satisfaction throughout the customer journey.
• Contextualize the customer impacts of operational disruptions and outages across the AIOC; develop, maintain, and own the non-emergency mitigation plans related to the customer experience.
• Coordinate with AIOC Asset Coordinators and relevant personnel to monitor status of ground transportation such as parking and hotel shuttles, taxis, and AirTrain and respond to customer impacts from operational issues; maintain a high-level of customer care by adjusting wayfinding signage, deploying field personnel, and liaising with internal and external partners.
• Collaborate with AIOC personnel and SFO Customer Care to proactively anticipate, communicate, and respond to customer needs, including special mobility and other functional needs; deploy and coordinate response to customer issues and distribution of items such as toiletries, overnight kits, and diapers when appropriate.
• Proactively liaise with SFO’s Federal partners, such as TSA and CBP, based on forecasted and actual operational conditions to promote positive passenger experiences at checkpoints; continuously promote transparency between the AIOC and TSA/CBP.
• Liaise with SFO public-facing teams, such as Marketing & Communications, 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.
• Perform other functions outlined in the 1306 Customer Service Representative Supervisor job classification.

Minimum Qualifications:

Experience: Three (3) years (6240 hours) of verifiable full time customer service experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs.

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

Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.

Desirable Qualifications:

• Proven ability to lead and motivate teams, developed through academic projects, volunteer initiatives, military service, or other collaborative professional environments.
• Experience working in a customer-facing operational role in an airport, transportation hub, or hospitality environment.
• Ability and skill to understand, speak, and write English clearly and quickly; ideally, able to understand, speak, and write in another language in addition to English.
• Ability to work courteously, tactfully and effectively with the public, SFO, and AIOC personnel during stressful situations.
• Experience leveraging various communication tools (social media, web forms, chat bots, text etc.) to influence customer experience in a passenger transportation and/or hospitality environment.
• Ability to proactively identify and address potential issue areas for customers.
• Strong understanding of the entire airport passenger journey.

Verification:

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. 

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: 

The selection process will include evaluation of applications in relation to minimum requirements.  Applicants meeting the minimum qualifications are not guaranteed advancement to the 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.

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.

Additional Information

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 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.

Analyst Information: If you have any questions, you may contact Caryn Hom at [email protected].

All your information will be kept confidential according to EEO guidelines.

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.