Customer Service Quality Manager

Job Description

Parsons is seeking a Customer Service Quality Manager with a good knowledge of basic quality concepts in the construction and equipment installation areas and excellent personal relationship skills to oversee quality and customer satisfaction for a nationwide program for the FAA.

This position requires 50% or greater travel for short duration trips (approximately 1 week at a time) across the continental United States, Alaska, Hawaii, and U.S. Territories.

What You'll Be Doing

• Develop standard equipment installation checklists based on manufacturers requirements to ensure consistent outcomes across the program by system type
• Monitor the effectiveness of those checklists and improve as needed
• Cookordinate with multiple installation teams in the field to arrange for final or pre-final inspections
• Develop pertinent customer satisfaction surveys for end users
• Cookordinate with end users for in-person or virtual customer satisfaction survey interviews (CSS)
• Analyze CSS data for trends and make programmatic suggestions to the Regional Program Manager and National Quality Manager for improvement

Required Skills

• A bachelors degree in engineering or construction management with at least 8 years of experience (or equivalent work experience).
• Intimate knowledge of construction means and methods
• Past experience in equipment installation techniques
• Previous experience with client or customer relationships such as face to face sales, customer service after the fact, or other similar work
• Experience working with other Federal agencies or departments
• Must be able to meet customer security requirements. A background check by Federal Authorities will be performed.

Desired Skills

• Experience working within the FAA National Airspace System is a plus

What You'll Bring

Experience working within the FAA National Airspace System is a plus

Salary Range

$103,500.00 - $181,100.00

Benefits

• Medical
• Dental
• Vision
• Paid time off
• 401(k)
• Life insurance
• Flexible work schedules
• Holidays

About Parsons

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!

Equal Opportunity Employer

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars!

Recruitment Fraud

Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.