0931 Manager III - People Analytics and Engagement Manager

Recruitment #TEX-0931-111282


In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

The Department
San Francisco International Airport (SFO), 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.

SFO’s mission is to provide an exceptional airport in service to our communities and our core values are Safety and Security, Teamwork, Excellence, and Care. Learn more about careers at SFO.

For more information about SFO, visit www.flysfo.com. Follow us on twitter and facebook.

Appointment Type
Temporary Exempt (TEX), this position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

You are excited about this opportunity because you will:

  • Develop and implement initiatives that enable our employees to engage and align SFO’s mission, vision, and strategy.
  • Champion all types of diversity, inclusion, and belonging initiatives across the Airport in support of our Racial Equity Action Plan.
  • Nurture a healthy, positive culture including setting and communicating behavioral guidelines and expectations that are in line with initiating well-being programs.
  • Build an onboarding program that provides all employees with the information to be successful at SFO.
  • Lead a mentorship program that uplifts employees and helps them achieve their professional and developmental goals.
  • Implement and manage annual and/or quarterly surveys including engagement, pulse, and stay interviews.
  • Actively work towards adoption and engagement of a data-driven people decision mindset across the Airport.
  • See beyond presenting numbers to help stakeholders interpret the data accurately and tell a story.
Role Responsibilities:

People Analytics
  • Develops a strategy and roadmap to significantly enhance our reporting and analytics capabilities, considering the appropriate data architecture, tools and technologies; creates appropriate business cases to secure funding, if needed.
  • Designs and develops data driven dashboards and analytics to share insights with the people team and leadership on various programs including onboarding, attrition, and employee engagement; develops and automates data and analytics solutions; iteratively builds and prototypes new reporting to provide insights.
  • Prepares reporting and analysis including monthly dashboards, compliance reporting, analysis related to talent acquisition, attrition, diversity, and PPD operational metrics to help drive business decisions and identify areas of strength and improvement; makes recommendations for new programs and processes based on these insights to support the Airport’s strategic objectives.
  • Partners with colleagues to achieve meaningful discussions regarding data outputs and feedback on usage activities to improve people processes and systems.
  • Promotes data consistency, accuracy, and completeness with articulated data standards; performs data quality reviews utilizing quality assurance methods to identify problems and errors.
  • Directs staff in developing, managing, and expanding business intelligence (Bl) software systems; develops, implements, and maintains policies and procedures related to the management and use of Bl software and data governance/stewardship; establishes monitoring practices and controls to ensure effective operation and performance of Bl software platform.

Employee Engagement
  • Manages and facilitates a robust mentorship program that provides employees with professional development and growth opportunities.
  • Designs, implements, and analyzes results of employee engagement surveys and other engagement initiatives; uses outcomes to help drive organizational improvement; measures effectives of engagement; collaborates with Airport divisions in development of action plans; monitors implementation of employee engagement plans.
  • Designs and implements an “employee lifecycle” program that features a one-year onboarding process for new employees that ensures appropriate training, performance measures, and employee accountability; collaborates with stakeholders in the employee onboarding process, continuously reviewing, and iterating to ensure a best-in-class program; inspires, partners, and removes barriers in the employee journey.
  • Drives employee engagement and retention through thoughtful and well-executed employee experience programs; coordinates with management to develop and implement comprehensive best practice employee engagement programs as critical components of organizational health, performance management, succession planning, and employee culture.
  • Develops employee-focused communication strategy that ensures well-timed, consistent messages across audiences, work locations, and work shifts; collaborates with Marketing & Communications to implement strategy using multiple internal channels and tailoring messaging to drive impact; regularly evaluates communications effectiveness and implements new approaches and strategies to improve engagement.

Employee Well-Being
  • Designs and manages well-being programs that supports employees in bringing their whole selves to work; develops and implements new products, processes, standards, or operational plans that support SFO’s well-being culture and strategy.
  • Manages and administers policies and programs to promote wellness programs to employees.
  • Designs and implements physical, emotional, social, financial, and professional well-being programs that align to the overall people first culture.
  • Builds relationships with team members to tailor programs to their needs and to encourage participation in programs to increase adoption of the engagement platform to drive healthy behaviors.
  • Manages well-being-related relationships with vendor partners and consultants while fostering relationships with internal well-being partners.

People Responsibilities
  • Plans, manages, monitors, evaluates, and supervises the People Analytics and Engagement team; leads and develops employees into a highly effective team by setting clear performance objectives and goals, providing regular and honest feedback, and designing individualized development plans.
  • As a member of the PPD Leadership Team, provides leadership and makes recommendations affecting PPD vision, initiatives, programs, services, and budget expenditures.
  • Coordinates work activities to prevent delays in required actions or to improve programs or services; assists in the identification, development, and implementation of Airport goals, objectives, policies, and priorities; assists in the determination of resource allocation and levels of service according to established policies.
  • Manages the work of the various teams; advises and consults with managers; meets with appropriate staff to identify and resolve problems or conflicts; recommends final decisions regarding policy, operations, and administrative procedures.
  • Participates in budget development by providing detailed justification and persuasive arguments for proposals or initiatives; monitors expenditures in accordance with the approved budget; and provides executive management with an early warning and practical options to potential cost overruns.
  • Plans, develops, implements, and directs major or complex projects or programs which span several sections or divisions; manages the research of complex, highly technical issues; analyzes alternative solutions or approaches; and recommends the most effective course of action.
  • Serves as liaison for the Airport with a variety of other City/County staff and officials of outside agencies; explains and justifies Airport or administrative procedures, policies, or programs; negotiates and resolves difficult and complex issues and problems.

Minimum Qualifications


Possession of a baccalaureate degree from an accredited college or university.

Five (5) years of professional level analytical experience including responsibility for performance reporting, performance measurement and/or business intelligence, of which three years must include experience supervising professionals.

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.

What you’ll possess:

  • Passion for culture. You understand the importance of a company’s culture and its power to drive success.
  • Desire and commitment to lead and participate in anti-racism, racial justice, and equity work, along with the commitment and fortitude to push and drive change in these areas.
  • Understand what it takes and thrives in continually evolving and fast-paced environment.
  • Creativity, flexibility, and resourcefulness to drive decisions and motivate others.
  • Ability to think strategically but implement iteratively.
  • Employee-centric approach with high emotional intelligence.
  • Exceptional judgment and discretion when dealing with highly sensitive people data and business issues.
  • Ability to see solutions where others see problems with a desire to continuously look for ways to make improvements and continuously enhance the employee experience.
  • Proven track record of managing complex initiatives by developing, establishing, and implementing program objectives and action plans with appropriate milestones and timelines to meet program/organizational goals.
  • Strong attention to detail and sense of urgency to drive projects to completion with a commitment to consistently deliver excellent quality work.
  • Proven experience driving business and people outcomes using quantitative and qualitative methods.
  • Proficiency in data modelling and data visualization (Power BI, Tableau, or similar)
  • Strong verbal and written communication skills with experience in data visualization and storytelling; demonstrated experience interacting with all levels of the organization and translating research findings for a general business audience.
  • Advanced relationship management skills, including partnering and consulting with senior management and executive roles for internal and external partners.
  • Experience working in local government or public sector agencies.
  • Certification in process improvement methodology such as Lean, Six Sigma, or similar.

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

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 at the Airport Commission Human Resources office at 710 N. McDonnell Road, 3rd Floor, San Francisco, CA 94128.

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).

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 analyst, Cynthia Maltez, by telephone at 650-821-2015, or by email at cynthia.maltez@flysfo.com.

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.

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.

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 to participate in the oral/performance interview. Final candidate(s) will be invited to take the Management Test Battery (MTB). The exam results will be for departmental informational purposes only.

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.

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.


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: 4/27/2021
Carol Isen
Human Resources Director
Department of Human Resources
Recruitment ID #: 111282


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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