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

• Under the supervision of the program’s National Engineering Manager, develop standard equipment installation checklists based on manufacturer requirements to ensure consistent outcomes across the program by system type
• Monitor the effectiveness of those checklists and improve as needed
• Coordinate with multiple installation teams in the field to arrange for final or pre-final inspections
• Develop pertinent customer satisfaction surveys for end users
• Coordinate 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 bachelor’s 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.

Security Clearance Requirement

None.

This position is part of our Federal Solutions team.

The Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation’s most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.

Salary Range: $103,500.00 - $181,100.00

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!

Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.