Customer Support and Quality Improvement Manager

Transportation Security Administration; New York (NY); Hybrid; USD 125,000 - 163,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Life insurance

Retirement plan

Thrift Savings Plan

Flexible Spending Account

Employee Assistance Program

Personal leave days

Paid federal holidays

Tuition reimbursement

Transportation subsidies

Uniform allowance

Fitness centers

Job summary

Transportation Security Administration is seeking a Customer Support and Quality Improvement Manager stationed at John F. Kennedy International Airport (JFK). The role focuses on managing customer service and quality improvement programs to meet satisfaction targets set by the Federal Security Director (FSD).

The job involves developing data-driven feedback loops, coordinating with airport stakeholders, and directing staff on customer support initiatives within a DHS environment.

Responsibilities

• 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.
• Develop and maintain customer feedback loop to improve techniques for gathering data and information; conduct studies and surveys to improve customer support programs and operating policies.
• Provide technical and administrative direction to the FSD's staff on customer support and quality improvement matters.

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 F Kennedy International Airport (JFK), 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
• long-term care insurance
• retirement plan
• Thrift Savings Plan [similar to a 401(k)]
• Flexible Spending Account
• Employee Assistance Program
• personal leave days
• paid federal holidays

The posted pay range is $125431 – $163062/yr.

• flexible work schedules
• situational telework may be permitted in accordance with departmental policy telework
• tuition reimbursement
• transportation subsidies
• uniform allowance
• health and wellness programs
• fitness centers

For more information, go to the DHS Careers website and select "Benefits."

Disabled veteran leave will be available to any Federal employee hired on or after November 5, 2016, who is a veteran with a service-connected disability rating of 30 percent or more.

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 $125431 – $163062/yr.

What security clearance is required?

This position requires a Secret security clearance.

What is the application deadline?

Applications close on 2026-10-07.

Who is eligible to apply?

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