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Job Details

Customer Support And Quality Improvement Manager

Company name
U.S Department Of Homeland Security, Transportation Security Administration

Location
Denver, CO

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Profile

Summary

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. For additional information about our agency please: Click Here

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.

Learn more about this agency

Responsibilities

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.

Travel Required

Occasional travel - A minimum of one (1) week of travel in a full-time duty status will be required within 90-days of entry on duty to complete TSA's in residence New Hire Training. This training will occur away from the employee's duty station of record. Employees will be paid for compensable hours and reimbursed for authorized travel expenses per TSA Travel Policy.

Supervisory status

No

Promotion Potential

I

Action

Company info

U.S Department Of Homeland Security, Transportation Security Administration
Website : http://www.tsa.gov

Company Profile
Following September 11, 2001, the Transportation Security Administration (TSA) was created to strengthen the security of the nation’s transportation systems and ensure the freedom of movement for people and commerce. Today, TSA secures the nation’s airports and screens all commercial airline passengers and baggage. TSA uses a risk-based strategy and works closely with transportation, law enforcement and intelligence communities to set the standard for excellence in transportation security.

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