Customer Support and Quality Improvement Manager

Duties

As a Customer Support and Quality Improvement Manager for the Office of Security Operations (OSO), Transportation Security Administration (TSA), Department of Homeland Security (DHS), you will:

• 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.

Qualifications

To qualify for the SV-I pay band (equivalent to GS-13) you must have one year of specialized experience equivalent to the SV-H pay band or GS-12 in the Federal service or equivalent experience in the private sector. Specialized experience is defined as experience that has equipped you with the particular knowledge, skills and abilities to successfully perform the duties of the position. Such experience includes applying extensive background knowledge and experience in customer relations and quality improvement programs to include policies and procedures; applying qualitative and quantitative analyses of organizational effectiveness, efficiency and productivity; measuring and reporting on customer satisfaction; and identifying and implementing process improvement goals.

National Service Experience (i.e., volunteer experience): Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a part-time ratio, i.e., working 20 hours per week for two months equals one month of experience. No additional credit is given for overtime.