Jobs in the United States

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DW
Project Engineer
Dominion Water & Sanitation District
Greenwood Village, CO
- $70,000 to $89,000 USD / year
Valid driver's license required
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Accountants
University of Utah
Salt Lake City, UT
- Lead quarterly project capitalization meetings
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Business Intelligence Analysts
University of Utah
Salt Lake City, UT
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Graduate Student Coord I
University of Utah
Salt Lake City, UT
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C
Enterprise B2B Communications Manager
Cohere
Remote, United States
- $165,000 to $210,000 USD / year
- Are highly organized and detail‑oriented with strong project management skills and a bias for action
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Workforce and Rewards Summer Associate (MBA or Masters Track)- New York- MBA Program 2027
Marsh (Mercer) (US) LLC
NY
Project management experience; Excellent organizational skills and the ability to manage multiple projects with competing deadlines simultaneously; strong attention to detail
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Principal Product Manager - Technical
Red Hat, LLC
United States
The Red Hat Hybrid Platforms Product Management team is looking for a Principal Product Manager (technical) to own and drive identity solutions in Red Hat OpenShift.
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Outside Sales Representative-General Tool
Sunbelt Rentals, Inc.
Knoxville, TN
Strong project management, new business development and customer retention skills
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Manager, Campaigns
Sunbelt Rentals, Inc.
Fort Mill, SC
The Campaigns Manager will lead the day-to-day management and execution of growth initiatives at Sunbelt Rentals. As part of the Content & Lifecycle Marketing team, this cross-functional…
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KI
Account Manager
Kirkhill Inc.
Brea, CA
- $75,000 to $100,000 USD / year
…This role focuses on delivering excellent day-to-day customer management, ensuring that all routine activities, requests, and communications are handled with accuracy, urgency, and…
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Project Engineer, Water/Wastewater
HR Green
Houston, TX
If you’re looking for a role that challenges your technical abilities, builds your project management and leadership skills, and offers the satisfaction of delivering essential water…
Added 1 min ago
MI
Data Specialist I
ModioHealth, Inc.
Salt Lake City, UT
- $72,592 USD / year
…team is a primary executor of client requests related to data management. These types of requests can come from spreadsheet, pdf, or other document types. Once these data sources have been…
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CCM 2
Meruelo Group
Herman Weissker, CA
Must possess thorough knowledge of the electrical distribution system, FIM and circuit mapping symbols, all SCE construction standards
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Production Supervisor
Actalent
Woburn, MA
- $80,000 to $100,000 USD / year
Utilize effective management and communication skills to build a cohesive team that meets daily objectives.
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Senior Quality Assurance Manager
Actalent
Foster City, CA
- $69 to $80 USD / hour
Job Title: Senior Quality Assurance ProfessionalJob DescriptionThis Senior Quality Assurance role leads global quality project and portfolio management across a regulated GxP environment.…
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Electromechanical Engineer
Ford
Dearborn, MI · Dearborn
This position is hybrid with a requirement to be onsite four or more days per week
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A
Project Coordinator
Actalent
Hanover, MD
- $23 to $26 USD / hour
Job Title: Project Coordinator/ Inventory AssociateJob DescriptionThis short-term contract role offers the opportunity to support a three-month assignment while an internal employee is on…
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Case Manager Workforce Support
Prevention Links Inc
Roselle, NJ
The Workforce Case Manager provides individualized case management and workforce development services to participants enrolled in the NJRWFS initiative. The position is responsible for…
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Project Director
Prevention Links Inc
Highland Park, NJ
Grant management; leadership; workforce development; behavioral health systems; recovery support services; supervision; project management; budgeting; partnership development; performance…
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Case Manager Workforce Support
Prevention Links Inc
Jersey City, NJ
The Workforce Case Manager provides individualized case management and workforce development services to participants enrolled in the NJRWFS initiative. The position is responsible for…
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Construction Superintendent
Actalent
Apopka, FL
- $40.87 to $48.08 USD / hour
…ensuring activities are executed efficiently and in alignment with project goals. Monitor daily progress, providing regular updates to the Project Manager. Inspect ongoing work to ensure…
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Program Manager Non Tech 5
Actalent
Sandston, VA
- $75 to $85 USD / hour
Develop, publish, and maintain detailed project schedules using project management software, including establishing predecessors with zero float and identifying critical path activities.
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Senior Scientist
Actalent
Frederick, MD
- $62 to $75 USD / hour
Coordinate laboratory activities, clinical sample processing, and analytical workflows to meet clinical development timelines and project milestones.
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Program Delivery & Business Development Program Associate
USP
Rockville, MD
- $71,421 to $93,726 USD / year
The Program Associate is a non-supervisory position that will provide program management and operational support to the Program Delivery and Business Development (BD) teams within the…
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Validation Engineer
Actalent
Raleigh, NC
- $60 to $66 USD / hour
Plan and manage the implementation of GxP computerized systems, including project setup, configuration activities, and coordination with technical and business stakeholders.

AECOM

Customer Support Manager

Rocky Hill, CT, United States

$80,000 to $95,000 USD / year

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Job details

Pay: $80,000 to $95,000 USD / year
Experience: BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education
Posting language: English
Posted: Nov 13, 2026

Original job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

AECOM is seeking a highly qualified, Customer Support Manager to lead the CTrides customer support center. This role will primarily be a remote position, with the caveat that training will be in person, and the team may be required to attend in person meetings and trainings in the office and the remote work is subject to change. The role centers on three things: developing the team, controlling the quality of what customers get, and making the operation work better over time. The Customer Support Manager is accountable for the full customer experience, including training, quality, procedures, scheduling, and service improvement. The goal is a support operation that runs efficiently, meets project and customer expectations, and builds customer satisfaction, loyalty, and retention. The successful candidate will lead the Customer Support team and hold it to clear standards for service quality and accountability. The selected individual will be the point of contact for onboarding and ongoing training so staff know the policies, procedures, and systems and handle customers well. The job responsibilities of the position will include but are not limited to:

Coach and mentor each team member through regular one-on-ones, performance feedback, and clear development goals. Use QA findings and performance data to decide where training and coaching are needed most.
Prepare and lead team meetings, training sessions, performance reviews, and operational updates. Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against defined service standards.
Maintain the QA scorecard and standards and hold calibration sessions so reviewers score consistently. Review automated responses, including the AI agent and chat automation, and flag errors and gaps for correction.
Track trends in QA scores, customer feedback, and performance metrics, and report findings to leadership. Use what QA turns up to fix problems, whether that means coaching someone, updating training, or correcting the knowledge base.
Work with the Program Director to identify ways to improve support tools, workflows, and automated customer responses, and help set priorities for changes. Give input and help test during system changes and rollouts, and train staff on what’s different afterward.
Own the content of the knowledge base, standard operating procedures, job aids, FAQs, and training materials, and keep it accurate and current. Monitor how the AI agent and chat automation perform with customers and identify where they fall short.
Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results. Build a strong understanding of Connecticut transportation programs, services, routes, schedules, and mobility resources. Make sure staff know CTrides policies, practices, and service standards, including how to handle service alerts and disruptions.
Work with transportation providers, partners, and stakeholders to gather, verify, and keep current route, schedule, and service information. Take ownership of escalated and complex customer issues, see them through to resolution, and communicate outcomes clearly to customers and stakeholders.
Support representatives with day-to-day challenges. Provide accurate, courteous support by phone, email, web platforms, and other channels, and step in as a representative when needed.
Build and maintain team schedules with enough staffing to cover service.
Manage workload and resources, and monitor attendance, time-off requests, and schedule changes to protect service levels. Keep accurate records of customer interactions, resolutions, quality reviews, and departmental activity.

Qualifications

MINIMUM REQUIREMENTS:

BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education
Valid U.S Driver's License and as a condition of employment, must pass AECOM's Motor Vehicle Records Review

PREFERRED QUALIFICATIONS:

7+ years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team
Experience helping improve support tools, workflows, or knowledge content
Demonstrated experience training, coaching, and developing staff, including running onboarding programs
Demonstrated experience running QA reviews and using the results to improve coaching and processes
Experience with customer support platforms such as Zendesk or similar ticketing and case management systems
Proficiency in Microsoft Office or Google Workspace
Proven experience using management methods and techniques
Familiarity with AI agents or chat automation in a customer service setting.
Awareness of current customer service technology, trends, and applications

Additional Information

Sponsorship for US employment authorization is not available now or in the future for this position
Relocation assistance is not available
Primarily weekday hours. Some weekend work required to support service coverage, QA, and training
Primarily a general office environment, with occasional travel to project or client sites
Ability to lift up to 30 lbs

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.

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More about this job

Skills

Customer service
Customer experience
Scheduling
Onboarding
Coaching
Documentation
Zendesk
Office software
Develop staff
Case management
Microsoft Office
Google Workspace
Heavy lifting
Leadership

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Work requirements

Jobs in the United States