0922 Manager I - Capacity Charge and Project Review Programs Mgr

Customer Services Bureau

Recruitment #PBT-0922-104145


6/11/2020 Update: Announcement has been amended to reflect additional changes to the minimum qualifications section.  

5/1/2020 Update: Announcement has been amended to reflect changes to the minimum qualifications section.  

4/1/2020 Update: Announcement deadline has been extended to continuous opening.  Applicants who are interested are encourage to apply as soon as possible since the announcement may close at any time.  

3/17/2020 Update: Announcement deadline has been extended to 4/2/2020 at 5:00 p.m. to accept additional applications. 

This is a Position-Based Test conducted in accordance with Civil Service Rule 111A. The eligible list resulting from this examination may be utilized for future positions in this class in other City departments.

Who are we?
San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees working in seven counties with a combined annual operating budget of over $900 million.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at www.sfwater.org

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality. As you explore career opportunities with us, download our career guide and learn about what you can expect during the hiring process.

About SFPUC Customer Services Bureau

The San Francisco Public Utilities Commission Customer Services Bureau (CSB) is responsible for the billing and collection of utility services and is the primary point of contact for water and wastewater customers. CSB maintains over 175,000 water and wastewater service accounts, over 4,000 municipal and retail electric service accounts, and approximately 500 land-lease accounts totaling over one billion in annual revenue. The Bureau is also responsible for meter reading and field investigations, as well as responding to over 200,000 customer inquiries, complaints, and requests for services annually.

Position Description:

Under general direction, administers and supervises the activities and personnel of a newly restructured and expanded Capacity Charges and Project Review Programs of the Public Utilities Commission’s Customer Service Bureau.

Essential functions include: planning, assigning, supervising, and monitoring the work of

subordinate staff to ensure operational efficiency related to billing and collection of capacity charges including reviewing complex architectural plans of building structures and construction projects as well as enforcing compliance with various SFPUC requirements, City ordinances, departmental policies, procedures, laws and regulations; directing and supervising the preparation of complex financial, statistical and operational reports and, records including customer invoices, service records and collection accounts; informing the general public, City departments, contractors, developers, general public or other interested parties of departmental policies, requirements, rules and regulations; recommending changes in policies and procedures to increase operational efficiency or improve customer relations services; supervising or conducting investigations and making necessary adjustments as required; coordinating section’s operations including complex technical issues and various business processes involving various types of projects or new constructions with other permitting departments; managing various complex customer information systems utilized in billing and collection of capacity charges and other related utility services; performs related duties as required.

The duties and responsibilities include but are not limited to the following:

· Manage and supervise the work of staff, including planning, assigning, monitoring, training, coaching and evaluating their work to improve performance and ensure operational efficiency and conformance with departmental policies, procedures, rules, and regulations

· Respond to inquiries from permit applicants, contractors, developers, property owners, other City departments, and the general public relative to assigned work, SFPUC rules and regulations, SFPUC and other relevant City departmental policies and procedures, and other SFPUC related business functions in person, by phone, email or traditional mail

· Assess daily workload to ensure that service level goals are met

· Coordinate work with other office staff, consultants, end users, and administrators in a timely manner to avoid any delay in reviewing permit applications, billing, and collection of water and wastewater capacity charges

· Identify, investigate, analyze, and resolve operational, administrative, and personnel issues

· Manage the changes and increased compliance of the permitting requirements

· Responsible for the consolidated and expanded SFPUC Capacity Charges and the SFPUC Requirements Enforcement Programs

· Review and analyze permit applications and project plans; ensures staff properly calculates water and wastewater capacity charges and input such charges into the Department of Building Inspection (DBI)’s Permit Tracking System (PTS)

· Monitor, review, reconcile, and audit billing, collection, and refund reports to ensure accuracy and avoid backlog

· Monitor the customer queue system and deploy additional staff to the Permit Center if the wait time exceeds the established service level goal

· Ensure staff maintains records, plans, and files on assigned work using the computerized document management system

· Prepare written reports, summaries, and correspondence related to assigned work utilizing computer programs, such as Word, Excel, as well as other City proprietary software programs, such as Oracle Customer Care & Billing System, DBI’s Permit Tracking System, Blue Beam Electronic Plan Review, and Q-Less Queue Management System

· Collaborate with the Permit Center Manager and other City permitting departments, such as DBI, Planning, DPW, and Fire

· Provide and ensure a safe and healthy work environment for staff and address any issues and concerns that staff may have

· Represent SFPUC at inter/intra-department meetings

· Perform other duties as needed

Equal Employment Opportunity:  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.

Minimum Qualifications


Possession of a baccalaureate degree from an accredited college or university preferably with major course work in Law, Engineering, Architecture, Interior Architecture, Environmental Studies, Natural Resources, Computer Science, Business Administration, Mathematics, Statistics, Economics or other field related to the utility business.


Three (3) years of professional-level experience in leading or managing a customer service facing operation including recruitment and training of staff, of which six (6) months must include professional-level experience processing business permits.   


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 two (2) years. One (1) year is equivalent to thirty (30) semester units/forty-five (45) quarter units.

Experience Substitution:
Possession of a Juris Doctorate (J.D.) or Master's degree may substitute for one (1) year of the required professional-level experience. 

Experience Substitution:
Possession of a bachelor or higher degree in Engineering, Architecture, or related field may substitute for the six (6) months of professional-level experience processing business permits.  

License and Certification:

Possession of a valid California driver's license.

Desirable Qualifications:

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

•    Experience in the management and/or coordination of program goals, objectives and priorities

•    Well versed in best practices related to customer service

•    Ability to manage large, high-profile projects involving many stakeholders

•    Analyzing and reporting on program operations and development

•    Dealing tactfully and effectively with personnel at all levels

•    Demonstrated success in developing partnerships

The Ideal Candidate Will Have:

•    Exceptional ability to navigate ambiguity and build collaborative, operational plans with key stakeholders across an organization.

•    Excellent communication and presentation skills with the ability to influence and build trusting relationships.

•    High emotional intelligence and exceptional leadership competencies.

•    Highly organized, analytical, collaborative, and responsive professional.

•    Exceptional work ethic, professional transparency, interpersonal skills, and sound customer service acumen.

•    Proven ability to work with all levels of management as a tactical and strategic partner, coach, and advisor.

•    Excellent consulting, collaboration, organizational, and change management skills.

•    Experience establishing and using data and metrics to inform operational decisions.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included in the “Education” and “Training and Employment Record” sections of the City and County of San Francisco online application by the filing deadline. A resume does NOT substitute for this section of the City application and will not be considered in determining whether you meet the minimum qualifications.

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://sfdhr.org/how-verify-education-requirements

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.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 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, San Francisco.

Applicants may be contacted by email about this announcement 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).

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.

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.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Kenson Wong, by telephone at (415) 554-1605, or by email at kkwong@sfwater.org.


Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying) 

Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Supervisory Test Battery: (Weight: 40%)

Candidates who meets the minimum qualification will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication & Conflict Management. For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325

A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.

This is a standardized examination, and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Supervisory Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Supervisory Test Battery. The Supervisory Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, your score will be automatically applied to that announcement, However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Supervisory Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Supervisory Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Examination (60%)

Applicants will be prompted to complete a Supplemental Questionnaire Examination that must be submitted during the online application process. All applicants must complete the supplemental examination. The purpose of the Supplemental Questionnaire Examination is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas, which have been identified as critical for this position and may include, but are not limited to:

  • Extensive knowledge in customer service & operations management.
  • Ability to manage/administer/coordinate complex Customer Services Bureau operations.
  • Ability to communicate effectively in writing and verbally. 
  • Ability to tactfully interact, communicate, collaborate and work with staff at all level and the general public.         
  • Ability and skill in leadership to direct, influence, and motivate perceptions, commitment and actions of staff.     
  • Ability to plan work, make commitments, meet deadlines and adapt to changing work priorities and demands.
  • Ability to navigate and build collaborative, operational plans with key stakeholders.                         
  • Skill in decision making, analytical and problem solving.              
A passing score must be achieved on the Supervisory Test Battery and the Supplemental Questionnaire Examination in order to continue in the selection process and be placed on the eligible list score report.


The certification rule for the eligible list resulting from this examination will be Rule of the List Scores.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

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

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Count-by-Job-Codes.pdf.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


Terms of Announcement:

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 www.jobaps.com/sf.

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.

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Information regarding requests for Veterans Preference can be found at: 

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:

Exam Type: CPE
Issued:  March, 06, 2020
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: 104145


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

Powered by JobAps