Customer Support and Quality Improvement Manager

This Customer Support and Quality Improvement Manager position is located at Charlotte Douglas International Airport (CLT), 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.

To qualify for the SV-I Pay Band (equivalent to GS-13), you must have one year of specialized experience at the SV-H 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 knowledge, skills and abilities to successfully perform the duties of the position.

Specialized experience is defined as: 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.

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.

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.

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees.

If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

You must meet the qualification requirements for this position no later than the closing date of the vacancy announcement.