Customer Service Quality Manager

Parsons Corporation

About The Position

In a world of possibilities, pursue one with endless opportunities. Imagine Next! At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible. Job Description: T5 Program Summary: The Federal Aviation Administration (FAA) awarded the Technical Support Services Contract 5 (T5) to Parsons in April 2023. Parsons is the prime contractor. This $1.8+ billion contract has a 4-year base period with two 3-year options. The statement of work includes a variety of activities that support the FAA’s Capital Investment Plan (CIP) and certain reimbursable programs, the FAA NextGen Program, national security programs, and aviation safety. Specifically, work includes site selection and engineering, construction, environmental and fire/life safety, equipment installation and testing, drafting, contract surveillance, and other technical services as required. Work is performed across the nation in each of the FAA’s nine regions as well as the Aeronautical Center in Oklahoma City, Oklahoma, and the Technical Center in Atlantic City, New Jersey and in several U.S. territories. An average staff of 500 with a peak staff over 650 supports this contract, in addition to those subcontractors who perform construction work. Parsons is seeking an individual 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

Requirements

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.

Nice To Haves

Experience working within the FAA National Airspace System is a plus

Responsibilities

Under the supervision of the program’s National Engineering Manger, 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
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