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.
