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Customer Support and Quality Improvement Manager

Duties and Responsibilities:  The incumbent serves as a Customer Support and Quality Improvement Manager for the Transportation Security Administration at a large Category X or I sized U. S. airport.  As such, he/she assists the Federal Security Director (FSD) of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction goals.  Serves 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.  Designs and conducts complex studies, and surveys aimed at improving customer support programs and operating policies and procedures.  Analyzes data for process improvement opportunities; identification of performance measures; and resource allocations.  Implements highly-visible, national-level customer support programs and quality improvement action plans and continuously evaluates them against established performance baseline measurements.  Effectively manages customer concerns and resolves issues or complaints in a timely fashion.  Collects, maintains, and creates reports utilizing data and survey information.  Provides overall technical and administrative direction to the FSD’s staff on customer support and quality improvement matters.

Key Skills

• Skill in performing quantitative and qualitative data analyses in order to measure customer support outreach efforts, customer satisfaction, and marketing approaches.
• Skill in reviewing and analyzing data in order to identify problem areas and provide recommendations and/or solutions.
• Demonstrated ability to communicate effectively to respond to stakeholders, Congress, Government and industry executives, the media, special interest groups, and the general public to explain and defend complex and potentially controversial and sensitive issues.
• Ability to manage a diverse workforce and lead others, including planning and assigning work, improving and controlling performance, selection employees, and promoting EEO, human relations, and employee participation.