AIOC Shift Leader (0932) - SFO

Shift Leader, Airport Integrated Operations Center

This is a Position-Based Test conducted in accordance with CSC Rule 111A. Specific information regarding this recruitment process are listed below :

Application Opening : Monday, October 27, 2025

Application Deadline : Apply immediately. Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5 : 00 PM (Pacific Time) on Monday, November 3, 2025

Compensation Range : $167,336 - $213,512 Annually

Work Schedule : Full time, 40 hours per week. Shift times will vary, and employees must be able to work day, swing, or night shifts as needed, which will include weekends and holidays.

Work Location : San Francisco Airport - Airport Integrated Operations Center.

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 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.

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.

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 pain 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.
• Perform other functions outlined in the 0932 Manager IV job classification.
• 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.

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 :

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 https : / / careers.sf.gov / knowledge / experience-education / 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.

Selection Procedure : After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following : Supplemental Questionnaire : (Weight : 100%) 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.