9172 Manager II, MTA (Proof of Payment Unit Manager)

Recruitment #PEX-9172-113085


The following information describes the civil service classification for which applications are being solicited.

Make sure you read the entire announcement before completing the application form.

The purpose of this announcement is to fill a vacant position in this classification.


Division:  Streets

Section/Unit:  Security, Investigations and Enforcement (SIE), Proof of Payment Unit

Work Location: One South Van Ness, 8th Floor, San Francisco, CA 94107

Hours:  Monday – Friday, 8AM – 5PM


APPOINTMENT TYPE: Permanent Exempt, Full Time – This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.



Under general direction, the Proof of Payment (POP) Unit Manager is responsible for the operational activities of the POP unit of the San Francisco Municipal Transportation Agency (SFMTA), including developing performance goals and evaluating the progress in achieving these goals; reviewing and determining the appropriate allocation of field staff resources to achieve targeted program outcomes and goals; investigating and responding to customer and employee complaints; conducting analyses of performance trends, writing reports and providing recommendations; and serving as a liaison with other departments.


This position is also responsible for training Transit Fare Inspectors and Transit Fare Inspector Supervisors/Investigators in the knowledge and skills necessary for enforcing the payment of fares; overseeing the successful implementation of electronic data collection and management systems for decision-making and program evaluation; preparing, managing and coordinating all aspects of the annual budget for the POP Unit, and evaluating the purchases of all necessary equipment, uniforms and materials issues to field personnel; evaluating relevant and available technologies for POP activities; and presenting POP administrative and operational reports to the SFMTA Director of Transportation, executives staff, SFMTA Board of Directors and other governing oversight committees.


This position defines the scope and objectives of the program, consults with SFMTA upper management on administrative and policy enhancements, and carries out the role in policy analysis, interpretation, and functional applications.


NATURE OF WORK: Incumbent may be required to work varying hours/ shifts, including weekends, evenings, holidays and unanticipated overtime.



  • Trains and supervises class 8121 Transit Fare Inspector Supervisors/Investigators and oversees class 9132 Transit Fare Inspectors. Monitors their work activities and adherence to policy mandates, operational guidelines, and applicable regulations.
  • Manages field operations, which includes, but is not limited to planning, designing, and managing the monthly calendar for POP staff deployment; updating and implementing strategies of all relevant equipment and technologies; makes recommendations to implement best practices to ensure uniformity within the POP unit; conducts quarterly sign-ups for the 9132’s and 8121’s; creates, implements and monitors staffing and coordination for yearly special events, which includes managing the assignment of overtime; provides and monitors staffing for any emergency response.
  • Manages responses to customer complaints regarding the enforcement of fare inspection or other related activity, which includes conducting interviews, reviewing transit videos, preparing reports, and providing instructions.
  • Manages internal investigations, which involves conducting interviews and providing disciplinary recommendations as needed.
  • Plans, manages, and coordinates the duties of all POP staff and the acquisition and implementation of relevant equipment and technologies.
  • Evaluates and assigns work to staff by instructing staff and other personnel; makes recommendations to implement best practices to ensure uniformity within the POP unit.
  • Interacts with internal and external administrative staff; establishes contractual relationships with vendors; prepares requests for proposals; and solicits bids.
  • Represents the POP unit in meetings with working groups within the agency and other governmental and regulatory agencies and in public meetings as assigned.
  • Monitors staff compliance with rules and procedures, policies, regulations, practices, equipment/vehicle use.
  • Prepares reports and ensures that goals and objectives are met regarding monitoring field operations, performing analysis and data collection.
  • Administers discipline by re-training, counseling, disciplinary investigations, and Skelly/grievance meeting.
  • Serves as a liaison for the SFMTA and participates in public relations activities and provides information to internal and external divisions, community groups, and the general public as needed.
  • Performs other related duties as assigned. 


  • Knowledge of principles of management and their applications to managing a diverse employee population.
  • Knowledge of personnel administration including planning, assigning, motivating, evaluating, disciplining, and supervising employees.
  • Ability to plan and organize scheduling for enforcement staff deployed at various locations and events throughout San Francisco.
  • Knowledge of conducting investigations into customer or staff complaints and providing the necessary recommendations and reports.
  • Proficient in Microsoft Office applications.
  • Knowledge of using computer applications to conduct analyses and performance trends.
  • Ability to deal tactfully with the public, staff, and other departments and outside organizations.
  • Ability to communicate effectively in orally and in writing.
  • Ability to analyze situations/problems and use sound judgment to resolve issues.


  1. Possession of a Baccalaureate degree from an accredited college or university AND
  2. Four (4) years of policy enforcement experience of transit fare collection and/or municipal laws/ordinances, including one (1) year of supervisory experience AND
  3. Possession of a current valid driver’s license.


Additional policy enforcement experience of transit fare collection and/or municipal laws/ordinances, may be substituted for the required education on a year-for-year basis.  One year (2000 hours) will be considered equivalent to thirty (30) semester unit/forty-five (45) quarter units.



1.  Applicants must meet the minimum qualifications by the final filing date unless otherwise noted.

2.  One year full-time experience 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 experience.



The stated desirable qualifications may be used to identify candidates advancing to the interview process and/or to identify job finalist(s) at the end of the selection process when referred for hiring.


  • Experience supervising groups of approximately 50 staff members.
  • Experience with administering disciplinary measures.
  • Familiarity with the public transportation systems of San Francisco.
  • Experience training employees, including developing and implementing performance goals and evaluating progress.
  • Customer service experience.
  • Experience managing employees in a unionized work environment.
  • Experience handling complaints and/or in conflict resolution.  


City and County of San Francisco employment applications for this position will be accepted through an on-line process only. A resume and cover letter describing how you meet the qualifications must be attached to the online application. Mailed, hand delivered or faxed applications will not be accepted. Visit www.jobaps.com/sf to begin the application process.


  • Click and select 9172 Manager II, MTA (Proof of Payment Unit Manager) (PEX-9172-113085)
  • Click on “Apply” and read and acknowledge the information
  • Click on “I am a New User” if you have not previously registered, or on “I have REGISTERED PREVIOUSLY”
  • Follow instructions given on the screen

To submit resume using the online application:

  • Select the “Resume” tab in the online application
  • Follow instructions given on screen

To submit cover letter using the online application:

  • Select the “Other” tab in the online application
  • Choose “Upload” as your method of submittal
  • Click on “Upload Attachment”
  • Follow instructions given on screen

If you are having trouble attaching your resume and cover letter to the online application, you may submit by e-mail to Michelle Serrano-Nacorda, Analyst, at Michelle.Serrano-Nacorda@sfmta.com, subject: 9172 Manager II, MTA (Proof of Payment Unit Manager) (PEX-9172-113085). Resume will not be accepted in lieu of completing the online application.


In order to comply with social distancing guidelines, staff is working remotely at this time. We highly recommend applications be completed early.  If you are having difficulty submitting your application online, please contact us at 415-646-2193 between 8:30 a.m. – 12:00 p.m. and 1:00 p.m. - 4:30 p.m. Monday through Friday or by e-mail at Michelle.Serrano-Nacorda@sfmta.com


Applicants may be contacted by e-mail. It is their responsibility to ensure that their registered e-mail address is accurate and kept up-to-date. Also, applicants must ensure that e-mail from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their e-mail to accept CCSF mail from the following addresses: (@sfgov.org, @sfmta.com).


Upon successful submittal of the application online, the applicant will receive a notification on the screen, as well as in the applicant’s e-mail inbox, acknowledging the receipt of the application.



Applicants may be required to submit verification of qualifying experience and education at any point in the application and/or departmental selection process. Written verification must be submitted on employer’s official letterhead, specifying dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed.  Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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.


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. 



Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process.  Applicants meeting the minimum qualifications are not guaranteed advancement to the interview.


Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 646-2193 or, if hearing impaired at (415) 701-5043 (TTY) or in writing to the SFMTA Human Resources Talent Acquisition Division Services Unit, 1 South Van Ness Avenue, 6th Floor, San Francisco, CA 94103 (specify Class 9172 – Proof of Payment Unit Manager).



Applicants are responsible for updating their e-mail address or mailing address. Contact Information must be updated online at http://www.jobaps.com/sf by clicking on “Update My Contact Info” and logging into your account.  If updating contact information online, applicants must contact the analyst at (415) 646-2193 immediately to inform them of the change. Failure to do so may result in the loss of eligibility.


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.


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.

Reasonable Accommodation Requests:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities  




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.


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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