Customer Support and Quality Improvement Manager

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

Customer Support and Quality Improvement Manager

• Hiring Agency: Transportation Security Administration
• Department: Department of Homeland Security

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.

Key Responsibilities

This Customer Support and Quality Improvement Manager position is located at John Glenn Columbus International Airport (CMH), 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.

DHS offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays.

Other benefits may include flexible work schedules; situational telework may be permitted in accordance with departmental policy telework; tuition reimbursement; transportation subsidies; uniform allowance; health and wellness programs; and fitness centers. DHS is committed to employee development and offers a variety of employee training and developmental opportunities.

Employees who transfer to TSA from an agency that allows employees to maintain an annual leave balance higher than the maximum accumulation for the appointed position will have their leave ceiling set to the maximum accumulation for the appointed position (e.g., United States duty location - 240 hours, foreign duty location - 360 hours, or TSES position - 720 hours). TSA will not make a monetary payment for any leave forfeited under these circumstances.

Which agency is hiring for this position?

This position is with Transportation Security Administration, Department of Homeland Security.

What is the salary for this position?

The posted pay range is $111065 – $144386/yr.

What security clearance is required?

This position requires a Secret security clearance.

What is the application deadline?

Applications close on 2026-09-29.

Who is eligible to apply?

This position is open under the 'Fed Internal Search' hiring path.

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Source: USAJOBS.gov — U.S. Federal Government