0922 Manager I - Signage & Wayfinding Manager

Recruitment #PBT-0922-074185



0922 Manager I – Signage and Wayfinding Manager

This is a Position Based Test administered in accordance with Civil Service Rule 111A.


SFO is a world-class, award-winning airport that served more than 53 million guests in 2016.  SFO offers non-stop flights to 46 international cities on 39 international carriers. The Bay Area's largest airport also connects non-stop with 79 U.S. cities on 13 domestic airlines.  In fiscal year 15/16, the Airport, an enterprise department of the City & County of San Francisco, accounted for $7.8 billion in business activity and supported nearly 39,400 direct jobs.


SFO’s mission is to provide an exceptional airport in service to our communities and is committed to redefining air travel. SFO has embarked on the renovation of Terminal 1, the largest project in the Airport’s 10-year, $6.1 billion Capital Improvement Plan.  View an Inside SFO video about careers at SFO.


Position Description

Under administrative direction of the Terminal Systems, Signage, and Wayfinding Senior Manager, the Signage and Wayfinding Manager is responsible for the visual communication strategies through the airport which includes static and digital messaging signage and wayfinding. This Signage and Wayfinding Manager will direct and coordinate all airport signage projects with airport tenants, design consultants, airline representatives, and airport management. This position will manage the Airport signage standards program in regards to customer wayfinding and placement of signage, which is vital to excellent customer service.


The essential functions of this job include:

·         Manages the signage and wayfinding program encompassing the visual communication strategies through the airport which includes static and digital messaging, signage and wayfinding; coordinates and maintains current terminal signage and airport maps with divisions, airlines, contractors, and government agencies including all operational changes (i.e. Airline moves, additions, deletions); analyzes wayfinding issues to identify deficiencies, develop solutions, and recommend changes.

·         Works collaboratively across divisions to develop, monitor, and maintain airport signage standards and graphics programs to ensure all signage and informational displays are current, consistent and comply with established standards; works collaboratively across divisions to develop and maintain airport signage standards to ensure a consistent and well-managed wayfinding program for the traveling public, including posting security maps in all terminals.

·         Manages signage contracts for airport related signage projects by monitoring progress of projects, ensuring timely completion, and preparing necessary reports; coordinates with other airport departments, consultants or contractors to ensure timely and appropriate design, production and installation of airport signs.

·         Responds to any signage-related complaints via letter, phone or comment cards and provides appropriate response and corrective action as required.

·         Reviews signage requests for appropriateness and compliance with established standards; reviews plans and makes recommendations for construction projects.

·         Plans and directs the work of staff who implement and maintain an airport-wide signage and wayfinding strategy that allows any person to navigate to his or her destination; directs the allocation of resources to achieve timely outcomes and measurable goals within budget.

·         Coordinates all terminal information and wayfinding sign repair/replacement/updates across multiple divisions, including Reprographics and the Sign Shop, for implementation; coordinates and approves signage changes with airport tenants and other airport divisions, both digital and static as well as temporary and permanent.

·         Manages, updates, and coordinates all digital signage content for signs providing information and direction throughout the terminals, checkpoints and facility; researches latest trends and recommends solutions for digital and dynamic wayfinding solutions.

·         Represents the Airport Services group as a stakeholder for all projects involving customer interaction with signage and wayfinding, including planning and implementation.

·         Participates in budget development by providing detailed justification and persuasive arguments for proposals or initiatives; coordinates budget preparation, monitors expenditures and financial reporting for the signage and wayfinding section; implements and closely monitors budget expenditures to provide executive management with an early warning and practical options to potential cost overruns.

·         Prepares reports, memoranda, and correspondence.

·         Adjusts plans and programs to meet emerging or new programs related to signage and wayfinding, while continuing to address major airport priorities.

·         Assists in developing and implementing operational policies to ensure the efficient operation of signage and wayfinding section.

·         As part of the Terminal Systems, Signage and Wayfinding Team, performs other tasks as assigned with that group.


Working Conditions: May be required to deal with system interruptions/tests and emergencies outside of regular schedule, including weekends, nights and holidays.

Minimum Qualifications

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

2. Three (3) years of professional experience in environmental graphics design/industrial design or experience leading/implementing complex transportation projects; AND

3. Possession of a valid California driver’s license (California driver’s license must be obtained prior to appointment).

Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to the maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.

Note: One year full-time employment is equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.


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.

·         Excellent written and verbal communication skills.

·         Excellent communication skills, and experience as the main point of contact for clients, vendors, consultants, and/or internal project teams.

·         Previous aviation operations experience.

·         Ability to multitask while remaining efficient, poised, and organized.

·         Proficiency in design software, including Adobe Creative Suite, CAD, Revit, and SketchUp.

·         Proficiency in reading construction plans and specifications.

·         Excellent presentation and interpersonal skills to engage effectively with all levels of the organization.

·         Excellent decision-making skills and the proven ability to take ownership of programs/projects.

·         Demonstrates results-focused and solution-driven approach with proven problem solving skills.

·         Experience designing and implementing wayfinding strategies, planning navigational pathways, and preparing presentation materials.

·         Experience with digital displays, wayfinding systems, signage packages, and graphics for the built environment.


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

How To Apply

Applications for City and County of San Francisco (CCSF) 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 lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Andrea Caporale, by telephone at 650-821-2050, or by email at andrea.caporale@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.



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 at http://sfdhr.org/index.aspx?page=456


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

Supervisory Test Battery (Weight 40%): Candidates 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 (Weight 60%): Applicants who achieve a passing score on the Supervisory Test Battery will be sent a Supplemental Questionnaire designed to measure the knowledge, skills and/or abilities in job-related areas required for the position which may include but not be limited to: knowledge of Federal Aviation Administration (FAA), Transportation Security Administration (TSA), and Customs and Border Patrol (CBP) regulations; airport rules and regulations; performance management concepts, principles, and practices related to planning, monitoring, rating, and rewarding employee performance; principles and methods for evaluating program performance; ability to apply project management principles, methods, and tools for developing, scheduling, coordinating, and managing projects and resources; deal tactfully and effectively with the general public and employees; express information verbally to individuals or groups effectively; express facts and ideas in writing in a clear, convincing and organized manner; manage and resolve conflicts and disagreements in a positive and constructive manner; deal effectively with pressure and maintain focus and intensity; negotiate and find mutually acceptable solutions; make sound, well-informed, and objective decisions; commit to action, even in uncertain situations, to accomplish organizational goals; organize work, set priorities, and determine resource requirements; monitors progress and evaluates outcomes; develop others to perform and contribute to the organization; prepare, justify, administer, and monitor the budget for program areas; rapidly adapt to new information and obstacles; and use computer-aided design, spreadsheet, and word processing software.


A passing score on both the Supervisory Test Battery and the Supplemental Questionnaire must be achieved in order to be placed/ranked on the Eligible List.


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.


Customs Clearance: This position requires that the incumbent be qualified for unescorted access to the San Francisco International Airport U.S. Customs Security Area. An application for a U.S. Custom Access Seal may be submitted to Customs ONLY after employment has commenced. Employment in this position requires that the incumbent submit an application for, successfully acquire and maintain a Customs Access Seal. Per Civil Service Commission Rule 110.9.1, every applicant must possess and maintain the qualifications required by law and by the examination announcement for this examination. Failure to acquire or maintain customs access, a requirement for this position, may be basis for termination from employment with the Airport Commission. Customs Access Seal requirements and procedures are located in the Code of Federal Regulations, Title 19, Part 122, Sections 181 or 189.


Certification: The certification rule for the eligible list resulting from this examination will be Rule of the List. The hiring department may conduct additional position-specific selection processes to make final hiring decisions.


Eligible List: The eligible list resulting from this examination 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 http://sfdhr.org/index.aspx?page=20#eligiblelists.  The duration of the eligible list resulting from this examination process will be six (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 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 http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693.  Search that document by title or job code to see which departments use the classification.

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 requiring reasonable accommodation for this examination can find information on requesting a reasonable accommodation at


Seniority Credit in Promotional Exams: Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit


Veterans Preference: Information regarding requests for veteran’s preference can be found at:


Terms of the 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.

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.


Additional Information: General Information concerning City and County of San Francisco Employment Policies and Procedures may be found online at: http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.

Issued: 02/15/2017
Micki Callahan

Human Resources Director
Department of Human Resources
Recruitment ID #: 074185



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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