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Manager, Facilities & General Affairs
Hitachi Global
Hillsboro, OR
- $110,089 to $151,372 USD / year
POSITION TITLE: Manager, Facilities & General Affairs DIV/DEPARTMENT NAME: (HTA) Corporate CSR/GA
Added just now
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Performance Marketing Manager II, App Campaigns (UAC)
Uber
San Francisco, CA · New York City, NY
- $159,000 to $177,000 USD / year
We’re looking for a Performance Marketing Manager II to lead the strategy, execution, and optimization of Google App Campaigns (UAC) across Uber’s global businesses. This role will focus on…
Added 1 min ago
Equity Derivative TradeAgent Product Manager
London Stock Exchange Group Holdings Inc
NY
LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to…
Added 2 mins ago
NW Deployment Planner II, GND - Planning, Implementation, Coordination (PIC) Team
Amazon Data Services, Inc.
Seattle, WA · Herndon, VA
AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all…
Added 2 mins ago
IT Enterprise Risk Senior Analyst
Holland & Knight LLP
United States
…tooling, partnering with the IT Enterprise Risk Management Manager and CIO on program strategy and…
Added 7 mins ago
Procurement Assistant Manager
LG Electronics
Clarksville, TN
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise,…
Added 9 mins ago
International Customer Success Manager
Melink Corporation
Milford, OH
The International Customer Success Manager supports the growth, adoption, and long-term success of Melink solutions across international markets. This role combines strategic account…
Added 11 mins ago
Senior Benefits Manager - Portfolio Strategy
Plainsboro
Serve as a Benefits Partner with a focus on data insights & innovation. Partner with stakeholders to identify benefit priorities. Perform analysis to identify cost drivers, utilization…
Added 12 mins ago
Senior Marketing Specialist
Starburst
United States
Our global workforce is supported by a competitive Total Rewards program that reflects our commitment to a rewarding and supportive work environment. This includes a variety of benefits…
Added 13 mins ago
Senior Benefits Manager - Portfolio Strategy
Novo Nordisk
Plainsboro, NJ
Serve as a Benefits Partner with a focus on data insights & innovation. Partner with stakeholders to identify benefit priorities. Perform analysis to identify cost drivers, utilization…
Added 14 mins ago
Engineering Manager
Clover Health
Remote, United States
We're looking for an Engineering Manager to join our team. Our managers take on a player/coach role, balancing technical leadership, execution, and people management. The primary…
Added 16 mins ago
Maintenance Clerk
WASTE SERVICES OF PENNSYLVANIA, LLC
Carnegie, PA
Supports the Fleet Manager with analysis of fleet operations reports. This includes analyzing data, identifying trends and outliers, and correcting mistakes where appropriate. Resolves data…
Added 16 mins ago
Breakfast Cook
Courtyard Manchester
Manchester, NH
…company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year…
Added 16 mins ago
Lead Driver - CDL (A)
KER BROTHERS WASTE, INCORPORATED
Union City, TN
…Lead Driver CDL (A) assists the Route Supervisor or Operations Manager in training new drivers on proper safety and driving…
Added 16 mins ago
Ops Supervisor Hauling
IED SERVICES, LLC
Jefferson City, MO
…oversees drivers and helpers and works with the Operations Manager and General Manager to implement tactical initiatives to drive functional excellence and budget achievement. The…
Added 16 mins ago
Guest Services Supv
Courtyard Manchester
Manchester, NH
…company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year…
Added 20 mins ago
HA
Facilities Program Manager - HSC
Howmet Aerospace
Hampton, VA
- $120,000 to $130,000 USD / year
The Facilities Program Manager will lead programs for the Plant developing milestone plans, identifying required resources, providing cadence to ensure Capital milestones are met and…
Added 23 mins ago
Manager, Co-brand Acquisition Marketing
Hilton
McLean, VA · Dallas, TX
…rewards, and unique customer experiences and partnerships. As the Manager, Co-brand Acquisition Marketing, you will help drive growth across Hilton's portfolio of co-branded credit cards by…
Added 23 mins ago
Production Planner
Textron
Wilmington, MA
Partner with procurement, production manager, quality, engineering, and program management, and other supply chain disciplines to proactively plan, schedule, and effectively manage…
Added 23 mins ago
UG
Capability Manager for AI Modernization
UnitedHealth Group
Dallas, TX · Hartford, CT · Minneapolis, MN · Phoenix, AZ · Tampa, FL
- $91,700 to $163,700 USD / year
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes…
Added 25 mins ago
Construction Assistant Project Manager - Hospitality
AECOM
Miami, FL
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…
Added 25 mins ago
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Customer Support Manager (Remote)
AECOM
Remote, United States
- $80,000 to $95,000 USD / year
…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…
Added 26 mins ago
Head of Sales
Attest
New York
Remuneration: : $180,000–$215,000 base and $360,000 –$430,000 OTE + Equity Program
Added 27 mins ago
IG
Cost Manager
Insight Global
WestLake, TX
- From $50 USD / hour
We are seeking an experienced Cost Manager to oversee cost controls, forecasting, billing, and financial reporting across a large, complex construction program. This role will work closely…
Added 27 mins ago
IG
Cost Manager
Insight Global
Grand Prairie, TX
- From $55 USD / hour
We are seeking an experienced Cost Manager to oversee cost controls, forecasting, billing, and financial reporting across a large, complex construction program. This role will work closely…

AECOM

Customer Support Manager (Remote)

Remote, 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 9, 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:

6 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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