Customer Support and Quality Improvement Manager

Securing Travel, Protecting People - At the Transportation Security Administration, you will serve in a high-stakes environment to safeguard the American way of life. In cities across the country, you would secure airports, seaports, railroads, highways, and/or public transit systems, thus protecting America's transportation infrastructure and ensuring freedom of movement for people and commerce.

This Customer Support and Quality Improvement Manager position is located at John F Kennedy International Airport (JFK), Transportation Security Administration, Department of Homeland Security (DHS). Duties include but are not limited to: Assist the Federal Security Director (FSD) of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction goals. Serve as the primary point of contact and manage airport customer service and quality assurance programs. Serve as a liaison between the FSD and concerned parties at the airport, i.e., the traveling public, air carriers, on-site vendors/retailers, and various groups and representatives from the aviation industry on customer support and quality improvement matters. Serve as the primary coordinator for FSD and staff involvement in community activities. Develop and maintain customer feedback loop to improve techniques for gathering data and information. Conduct studies and surveys aimed to improve customer support programs and operating policies and procedures. Manage customer concerns and resolve issues or complaints in a timely fashion. Collect, maintain, and create reports utilizing standard data and survey information. Provide technical and administrative direction to the FSD's staff on customer support and quality improvement matters.

You must possess U.S. Citizenship or be a U.S. National. You must have reached the minimum age (18) at the time of application. You must complete a favorable Background Investigation (BI). Selective Service registration is required. If you fail to meet the conditions of employment or any other pre-employment requirements, such as missing any of the scheduled appointments, the hiring agency may rescind their tentative offer of employment. Applying to this announcement certifies that you give permission for TSA to share your application with others in DHS for similar positions. Any offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Management and Budget (OMB) and U.S. Office of Personnel Management (OPM) guidance, and Office of Management and Budget plans and policies concerning hiring. These authorities are subject to change.