0941 Manager VI, Director of Customer Care

Recruitment #PEX-0941-067457

Introduction

 

SFO is a world-class, award-winning airport that serves nearly 58 million passengers annually. SFO offers nonstop flights to 51 international cities on 43 international carriers. The Bay Area's largest airport also connects nonstop with 86 U.S. cities on 12 domestic airlines.

SFO’s mission is to provide an exceptional airport in service to our communities, and its core values are safety and security, teamwork, excellence, and care. The airport is committed to redefining air travel by providing the highest level of service to our guests.

The Airport, an enterprise department of the City & County of San Francisco, has a workforce of approximately 1,700 City employees and strives to be a diverse, equitable, and inclusive employer. For more information, visit www.flysfo.com and watch this video about careers at SFO.

Appointment Type
Permanent Exempt (PEX) full-time, up to 36 months. This position is exempt from Civil Service rules pursuant to San Francisco Charter Section 10.104 and serves at the discretion of Appointing Officer. 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.

Position Description
The Director of Customer Care will be responsible for revolutionizing the guest experience and influencing organization-wide commitment to SFO’s vision, including assessing, analyzing and driving the overall quality of the guest experience at the Airport. The Director of Customer Care will define and direct the Airport’s guest experience culture by embedding service in all levels of the organization and engaging staff. This position will create a service-oriented culture by defining, developing and executing the guest experience in a way that exemplifies SFO’s mission, core values, and strategic plan.

This position will lead a number of guest-facing functions, and will be responsible for monitoring, coordinating and evaluating the work of all divisions as it relates to the experiences that SFO delivers to its guests. The Director of Customer Care will report to the Chief Operating Officer and manage a team which includes the Director of Guest Experience, Guest Services Manager, Administrative Services Manager, Management Assistant, and SFO's 250 volunteers.

The Director of Customer Care will be the voice for guests of SFO and develop the plan to revolutionize the guest experience consistent with the latest technologies and innovative processes. The role is responsible for continuous improvement of the guest experience by influencing and motivating the Airport community to deliver guest centric solutions and drive ease and convenience for our guests.

The Director of Customer Care will create a competitive advantage for SFO by delivering fact-based guest understanding and insights that help set strategy and priorities. This means connecting and integrating all guest feedback sources holistically to improve guest satisfaction and the overall experience. The Director of Customer Care will work collaboratively as a strategic insight partner to ensure that all decisions are guest centric. This individual must translate data into passenger insights that are actionable. 

The essential functions of this position include:

  • Leadership and Influence: Set clear organizational goals and expectations for direct reports using the performance review process, hold team accountable for performance, and assist with their growth and development plans. Develop and implement strategic plans to advance guest experience excellence and innovation, achieve goals and integrate mission objectives into daily operations. Lead by mobilizing Airport Commission and non-Commission staff around a compelling vision and motivating them to make those possibilities real.
  • Forward-thinking, Service-Oriented, Outcome Focused: Continually adopt and test emerging techniques, best practices, and providers and evolve the guest experience program to stay ahead of changes in passenger behavior to give SFO a competitive advantage. Respond to problems quickly with solutions. Drive rapid and continuous improvement including the development of initiatives to proactively improve guest service quality and ensure compliance with service level agreements. Monitor collective impact of all guest experience innovations and services to ensure they achieve overall objectives and meet or exceed leading international Airport standards.
  • Operational and Culture Change Agent: Lead and drive key, mission-critical and innovative cross-functional guest experience initiatives to further enhance their experience, resolve distractions and drive a guest centric approach to deliver SFO’s mission. Drive the organizational alignment and accountability for successful outcomes of guest experience initiatives and innovation with functional areas across the Airport community including tenants and service providers. Serve as a change leader by educating, informing and influencing all levels of SFO to connect the guest experience in all of our work.
  • Inclusive and Collaborative Team Builder: Create an environment that encourages accountability, high standards, and innovation to consistently deliver positive operational results. Communicate with leadership to align and obtain input and feedback on strategies, initiatives and experience priorities. Develop and issue correspondence and reports that communicate activities within SFO related to or impacting the guest experience.
  • Relationship Management: Establish communication platforms for experience strategies and culture initiatives (e.g., webinars, immersions, training tools) that engage people at all levels and across the Airport community. Regularly interface with stakeholders to better understand environmental factors impacting current and future experience initiatives and to provide regular updates. Empathically address guest concerns in a manner consistent with SFO’s mission and core values.
  • Experience and Innovation Excellence: Manage guest experience program to ensure unforgettable experiences through unmatched services. Leverage data and Key Performance Indicators (KPI) to prioritize improvements efforts, develop effective prescriptive analytics to inform decision-making, and share pertinent data with stakeholders on performance for proactive response. Provide oversight to ensure the appropriate resources are applied to analyze trends, identify root causes of issues, and make improvement recommendations and/or adjustments as appropriate.
  • Budget responsibility: Direct budget development by providing detailed justification and persuasive arguments for proposals or initiatives to fund the projects and team’s personnel resources, and activities to achieve its goals and objectives. Direct the preparation and maintenance of a wide variety of statistical, fiscal, and operational reports and studies; and provide executive management with an early warning and practical options to potential cost overruns.

Desired candidate will have a track record as an exceptional leader demonstrated by proven results through collaboration and empowerment. The individual will fully embrace SFO’s Core Values and have the following personal and professional qualities, skills and demonstrated characteristics:      

  • Creative Thinker and Problem Solver: The ideal candidate will have experience owning complex problems and delivering results regardless of impediments and resources. The Director of Customer Care will focus on striking the right balance between dreaming and doing through a versatile and collaborative leadership approach. With a vision for industry-leading guest engagement, the Director of Customer Care will conceive ideas and translate those opportunities into actionable solutions. This leader will have the mental agility to manage paradoxes and complexities in addressing the need for innovation alongside effective execution.
  • Strategic Leader: The ideal candidate will have a proven record of converting strategy into effective execution. As a results-oriented leader, the Director of Customer Care will have demonstrated ability to articulate strategy and lead implementation for multiple guest experience functions. This leader will have the ability to set priorities decisively, work cross-functionally, delegate responsibilities, assure accountability and allocate resources to enhance the overall guest experience. The Director of Customer Care will be a self-starter who is resourceful and entrepreneurial, yet team oriented.
  • Relationship Builder: The ideal candidate will have the ability to build and sustain excellent relationships at multiple levels internally and externally with various stakeholders and fully operationalize guest experience strategizes within the entire organization. A persuasive communicator, the Director of Customer Care will have the ability to foster an atmosphere of collaboration and partnership across SFO with the ability to effectively convince, influence, motivate, manage and coach. The Director of Customer Care’s management style will be organized and efficient while at the same time inclusive, allowing for recognition of teamwork.
  • Business Acumen: The ideal candidate will have general knowledge and understanding of Airport operations, safety and security processes and requirements, and the impact on the Airport. An excellent communicator, the Director of Customer Care will have the ability to convey ideas verbally and in writing to multiple levels of the organization in both small and large presentations. The Director of Customer Care will have the ability to think conceptually and effectively translate concepts into practical and executable plans to drive organizational change. This leader will have strong analytical skills, with the ability to articulate and define outcome measures that capture key performance metrics.

Nature of Work 
Involves extensive computer work requiring keyboarding, prolonged sitting, and working in front of computer monitor to perform financial and economic analysis; analyze, manipulate and generate reports. The position requires ability to work effectively with managers, co-workers, contractors and other personnel; and ability to identify issues and problem.

Compensation and Benefits
As of December 28, 2019, the normal salary range is $155,948 to $199,030. Appointments above this range, up to $230,412 annually based on experience/qualifications, may be considered for a top candidate and require a special approval process. For additional information about the City's benefits package, please visit this site


Other Outstanding Benefits Offered with this Position
  • Medical, Dental, and Life Insurance; Long-term Disability Plan; Flexible Spending Accounts 
  • Municipal Executives Flexible Credits Defined Retirement Plan 
  • Deferred Compensation; and Social Security 
  • Paid Management Training Program; Wellness Program 
  • Vacation/Holiday/Sick Time; and Administrative Leave

Minimum Qualifications

Education
Possession of a Bachelor’s degree from an accredited college or university; and

Experience
Six (6) years of managerial experience in guest relations within a complex transportation, hospitality, attraction, “best-in-class” retail or similar highly customer/guest centric environment which includes six (6) years of supervising managers or supervisors.

Substitution
Education Substitution: Additional qualifying experience as described above may substitute for the education requirement on a year-for year basis for up to two (2) years. (One year of work experience is equal to 30 semester or 45 quarter units).

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

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.

 

How To Apply

To Be Considered:
The Hawkins Company is working exclusively with SFO Leadership to encourage highly qualified candidates to submit for this outstanding career opportunity. The Hawkins Company will review all written materials submitted and will screen and evaluate all candidates. The most highly qualified candidates will be invited to participate in a formal selection process. This is a confidential process and will be handled accordingly throughout the various stages of the recruitment. References will not be contacted until mutual interest has been established. Candidates are encouraged to apply by January 10, 2020. The position will remain opened until fill. 

Interested and qualified candidates are encouraged to submit a letter of interest, including major accomplishments, and resume, electronically to sfo.dir.cc@thehawkinscompany.com. Preference is for electronic submissions however materials may be mailed to: 

The Hawkins Company
8939 S. Sepulveda Blvd., #110-216 
Los Angeles, CA 90045 

Confidential inquiries are encouraged and should be directed to: Bill Hawkins, 310-348-8800, bill@thehawkinscompany.com or Todd Hawkins, 213-300-9342, todd@thehawkinscompany.com

The candidate selected for employment with the San Francisco Airport Commission is required to obtain Transportation Security Administration (TSA) Security Clearance and qualify for unescorted access to the San Francisco International Airport U.S. Customs Security Area. The top candidate selected will also need to complete a Management Battery Test. For more information about this Management Test (and a suggested reading list) can be found here.

Verification
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 here.

Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer or the employer’s authorized representative. Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of application.

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. Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

 

Conviction History

As a finalist 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 finalist. 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 applying 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 applying 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 selected as a finalist, 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.

Conclusion

Reasonable Accommodation Request
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable accommodation here.

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.

Copies of Application Documents
Applicants are advised to keep copies of all documents submitted. Submitted documents become a permanent part of the exam record and will not be returned. The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

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.

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 online here or hard copy at 1 South Van Ness Avenue, 4th Floor.

Issued: 11/15/19
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID #: 067457
AIR/VL/650-821-2022

 

Benefits

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.

 



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