Customer Support and Quality Improvement Manager

About the role

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.

What you will do

• This Customer Support and Quality Improvement Manager position is located at General Edward Lawrence Logan International Airport (BOS), 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.

Requirements

• You must possess U.S. Citizenship or be a U.S. National.
• You must have reached the minimum age (18) at the time of application.
• You must complete a favorable Background Investigation (BI).
• Selective Service registration is required.
• If you fail to meet the conditions of employment or any other pre-employment requirements, such as missing any of the scheduled appointments, the hiring agency may rescind their tentative offer of employment.
• Applying to this announcement certifies that you give permission for TSA to share your application with others in DHS for similar positions.
• Any offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Management and Budget (OMB) and U.S. Office of Personnel Management (OPM) guidance, and Office of Management and Budget plans and policies concerning hiring.
• These authorities are subject to change.

How you will be evaluated

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), and your responses to all assessments required for this position. Candidates will be rated and ranked using Category Grouping procedures.

Under Category Grouping, candidates will be rated and ranked into one of three categories: Best-Qualified: Applicants possessing experience that substantially exceeds the minimum qualifications of the position and demonstrate high proficiency in all of the critical competencies as determined by the job analysis.

Well-Qualified: Applicants possessing experience that exceeds the minimum qualifications of the position and demonstrates acceptable proficiency in all of the critical competencies as determined by the job analysis.

Qualified: Applicants possessing experience that meets the minimum qualifications of the position and demonstrate basic proficiency in most of the critical competencies as determined by the job analysis. If you are best qualified, you may be referred to the hiring manager for consideration and may be called for an interview.

The USA Hire Assessments include a cut score based on the minimum level of required proficiency in these critical general competencies.

You must meet or exceed the cut score to be considered.

You will not be considered for the position if you score below the cut score or fail to complete the assessment. You may preview the questions for this vacancy here: ***

Documents you must provide

• The following documents are required and must be provided with your application.
• Applicants who do not submit required documentation to determine eligibility and qualifications will be eliminated from consideration.
• Documentation is needed to verify the eligibilities you are claiming.
• NOTE: Your resume must clearly demonstrate how you meet this requirement; otherwise, you will be deemed ineligible.
• Additionally, copying and pasting information from the announcement into your resume will not adequately convey your qualifications.
• All applicants are required to submit a resume.
• Limit your resume to no more than two pages.
• The USAJOBS database will not allow an applicant to submit an application that includes a resume over two pages.
• Narrative description of duties with start and end dates (including month and year) for work experience.
• Number of hours worked in a position (i.e., full-time or part-time).
• If part-time, (i.e., less than 40 hours per week) state the total number of hours worked per week.
• If you are a current Federal employee or previous Federal employee, provide your performance level for federal civilian positions (i.e., band or grade).
• If your resume does not contain this information, your application will be marked as insufficient, and you will not receive consideration for this position.
• Do NOT include photographs (or links to social media such as LinkedIn), inappropriate content, classified information, nor personal information such as age, gender, religion, social security number, etc. on your resume.
• Utilizing the USAJOBS Resume Builder and completing all available fields is strongly encouraged.
• Note: Do NOT include photographs (or links to social media such as LinkedIn), inappropriate content, nor personal information such as age, gender, religion, social security number, etc. on your resume.
• In addition to a resume, you must submit copies of any of the following documents if you are applying based on being a current eligible TSA employee (which includes permanent employees and 5 year temporary employees), or education or a combination of education and experience: TSA Current Employees- Strongly encouraged to submit the most recent non-Award SF-50, at the time of application, to support eligibility for Status consideration.
• TSA employees who do not submit the SF-50 with the application must document their current TSA position in their resume and may be required to provide the SF-50 document during the selection process.
• TSA employees may obtain a copy of their most recent non-Award SF-50 at ***
• TSA Displaced Employees- If you indicate eligibility for this priority consideration and exemption from Area of Consideration restrictions, you must submit a copy of the official notification that supports this eligibility at the time of application.
• Detail Documentation: Eligible applicants who wish to qualify for this position based upon experience obtained while serving on a detail with TSA must submit signed copies of the corresponding TSA form 1160, Terms And Conditions For Temporary Internal Assignment -Detail, or an SF-52, Request for Personnel Action, as supporting documentation along with their application otherwise the experience cannot be credited.
• If you do not submit required documentation described in this job opportunity announcement, your application will be deemed incomplete and you will be ineligible for further consideration for this vacancy.

Benefits

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.

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.

What to expect next

If needed, applicants may request a religious accommodation as part of the hiring process from the designated contact noted in the vacancy announcement (for contact information please see 'Agency Contact Information' listed within the 'How to Apply' section of this job announcement) To verify the status of your application, log into your USAJOBS account (***), all of your applications will appear on the Welcome screen.

The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: ***

Additional information

Eligibility to apply for other Federal positions: TSA is an Excepted Service agency exempt from most of Title 5 United States Code, including regulations which apply to displaced Federal employees (CTAP/ICTAP) of other agencies, and employment with TSA does not confer "Competitive Status" that generally results from selection and service in Competitive Service agencies.

The Office of Personnel Management (OPM) has established an Interchange Agreement, which allows most permanent TSA employees to apply and be considered for vacancies in Competitive Service agencies.

Information from OPM on this or other Interchange Agreements is available at: *** To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation as a condition of placement into this position.

DHS uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306 Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application, prior to entry on duty.

False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment. TSA employees who are absent for the purpose of performing military duty may apply for any vacancies announced in their absence. More than one position may be filled from this announcement.

If you are entering TSA employment on an appointment without time limitations, you must serve a basic trial period unless you have already met the requirement.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. (***)