Airport Customer Experience & Quality Improvement Lead

Transportation Security Administration; Columbus (OH); On-site; USD 111,000 - 144,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Thrift Savings Plan

Flexible Spending Account

Paid federal holidays

Personal leave days

Employee Assistance Program

Job summary

Transportation Security Administration is seeking a Customer Support and Quality Improvement Manager for John Glenn Columbus International Airport (CMH) in Columbus, Ohio. The role focuses on managing customer support initiatives and driving quality improvement across airport operations under DHS oversight.

The position requires coordinating with the Federal Security Director and stakeholders to meet customer satisfaction goals, develop feedback mechanisms, and analyze data to enhance policies

Responsibilities

• Assist the FSD of the airport in attaining customer satisfaction goals.
• Serve as the primary point of contact for airport customer service and quality assurance programs.
• Liaise between the FSD and airport stakeholders, including travelers, air carriers, vendors, and aviation groups.
• Develop and maintain a customer feedback loop to improve data collection and policy.
• Conduct studies and surveys to improve customer support programs.
• Manage customer concerns and resolve issues promptly; produce standard reports.

Job description

Transportation Security Administration is seeking a Customer Support and Quality Improvement Manager for John Glenn Columbus International Airport (CMH) in Columbus, Ohio. The role focuses on managing customer support initiatives and driving quality improvement across airport operations under DHS oversight.

The position requires coordinating with the Federal Security Director and stakeholders to meet customer satisfaction goals, develop feedback mechanisms, and analyze data to enhance policies