1306-Customer Service Representative Supervisor

Customer Solutions Supervisor – Airport Integrated Operations Center (AIOC) – SFO

The Customer Solutions Supervisor is a key member of the AIOC’s 24/7 customer‑centric team, responsible for managing the customer experience across all SFO customer‑facing areas during normal and disrupted operations.

Salary range: $ – $ (annual)

Appointment type: Temporary Provisional (TPV); does not exceed three (3) years.

• Serve as the customer advocate in the AIOC during normal and disrupted operations.
• Supervise and lead the Customer Solutions Coordinators team to monitor and respond to customer concerns via social media, email, web, text, and other channels.
• Utilize appropriate communication channels to enhance the customer experience when opportunities arise.
• Monitor current and anticipated operational conditions for potential disruptions and proactively coordinate mitigation responses.
• Contextualize customer impacts of operational disruptions and develop, maintain, and own non‑emergency mitigation plans related to the customer experience.
• Coordinate with AIOC Asset Coordinators and relevant personnel to monitor ground‑transportation status and respond to customer impacts; adjust way finding signage and deploy field personnel as needed.
• Collaborate with AIOC personnel and SFO Customer Care to anticipate, communicate, and respond to customer needs, including special mobility and other functional requirements.
• Proactively liaise with federal partners such as TSA and CBP to promote positive passenger experiences at checkpoints.
• Liaise with public‑facing teams 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.

Required experience: Three (3) years (6,240 hours) of verifiable full‑time customer service experience serving a diverse population.

• Proven ability to lead and motivate teams through academic projects, volunteer initiatives, military service, or other collaborative environments.
• Experience in a customer‑facing operational role in an airport, transportation hub, or hospitality environment.
• Excellent written and spoken English; additional language skills are a plus.
• Strong interpersonal skills to work courteously and effectively with the public and internal stakeholders under stressful conditions.
• Experience leveraging communication tools (social media, web forms, chatbots, text, etc.) to influence customer experience.
• Proactive identification and resolution of potential customer issue areas.
• Comprehensive understanding of the entire airport passenger journey.

All applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, HIV/AIDS status, genetic information, marital status, sexual orientation, gender identity, gender expression, military and veteran status, or any other protected class under the law. All information will be kept confidential according to EEO guidelines.