Jobs in the United States

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Added 2 mins ago
Supv, Retail Operations, Tucson AZ Deseret Industries
Church
Tucson, AZ
Manage store associate training program including schedule, time management and soft skills.
Added 2 mins ago
Facilities Quality & Standards Senior Manager - Travel
Aramark
Dallas, TX
Facilities Quality & Standards Senior Manager provides leadership, support and consultative services to develop and improve new and existing Aramark Facilities programs and tools. Provides…
Added 3 mins ago
Senior Marketing Specialist
Starburst
United States
…education and training, and specific work location. For more information, connect with the recruiting team or Hiring Manager during the interview process as they can provide more detailed…
Added 3 mins ago
Manager, Resource Planning
CareMetx
Remote, United States
While reporting to the Vice President – Business Optimization, the Manager, Resource Planning will lead a team responsible for forecasting, staffing modeling, scheduling, real-time…
Added 3 mins ago
Per Diem Occupational Therapist
Innovive Health
Salem, MA
Assess and monitor patient vital signs as appropriate and report significant findings to the Rehabilitation Manager and primary care provider.
Added 3 mins ago
Per Diem Occupational Therapist
Innovive Health
Haverhill, MA
Assess and monitor patient vital signs as appropriate and report significant findings to the Rehabilitation Manager and primary care provider.
Added 3 mins ago
A
Assistant Project Manager
Actalent
Newburyport, MA
- $35 to $44 USD / hour
…administration. Help maintain organized project records and ensure information is communicated between the office and field. Utilize project management and construction software to track…
Added 3 mins ago
A
Manufacturing Manager
Actalent
Philipsburg, PA
- $80,000 to $120,000 USD / year
Job Title: Manufacturing ManagerJob DescriptionThe Manufacturing Manager leads all aspects of the Metal Injection Molding (MIM) manufacturing operation, ensuring on-time delivery, high…
Added 3 mins ago
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Project Manager
Actalent
Conyers, GA
- $48 to $65 USD / hour
Job Title: Mechanical Project ManagerJob DescriptionWe are seeking an experienced Mechanical Project Manager to lead large mechanical piping projects in Data Centers, Healthcare/Hospitals,…
Added 4 mins ago
Principal Engineer, MEP & Building Systems
Anduril Industries
Costa Mesa, CA
Anduril Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and…
Added 7 mins ago
Mission Critical - Quality Manager
Suffolk
Turkey, TX
…Operations; provide lessons learned, performance feedback, trend information, and field-based improvement recommendations to the Quality Program…
Added 7 mins ago
Mission Critical - Assistant Quality Manager
Suffolk
Turkey, TX
The Assistant Quality Manager supports implementation and independent verification of the Mission Critical (MC) Quality Program on assigned projects, systems, areas, trades, or scopes in…
Added 8 mins ago
AU
Security Officer Flex Armed Patrol Operations
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Lexington, KY
- $24.1 USD / hour
…schedule will vary week to week, based on a combination of manager-assigned shifts and those you pick up through our Earn More, Claim-A-Shift self-scheduling program. Shifts, days,…
Added 9 mins ago
HC
Voter Outreach and Engagement Division Manager (Internal Elections applicants only)
Hennepin County
Hennepin County, MN
- $83,142.88 to $131,859.26 USD / year
…in response to state and local election legislative changes, program area expansion, procedural changes, and expansion of operational responsibility within the department. To continue to…
Added 9 mins ago
District Manager
Securitas Security Services
Indianapolis, IN
…protective services, delivering specialized guarding, advanced technology solutions, and comprehensive risk management to clients across a wide range of industries. Our mission is simple…
Added 9 mins ago
Operations Manager
Eastman
Fieldale, VA
…innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in…
Added 10 mins ago
SM
Software Engineer
Stanley Martin Homes, LLC
Reston, VA
- $111,800 to $125,300 USD / year
As a key member of the Information Technology team, the Software Engineer will contribute to the development and maintenance of our cloud-hosted web applications, supporting internal and…
Added 11 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 11 mins ago
Contractor Special Security Officer (CSSO)
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Partner routinely and effectively with Program Manager and Security disciplines, to include Personnel Security, ACSSOs, Classified Cybersecurity, Classified Information Technology, and the…
Added 12 mins ago
Data Scientist
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We are seeking a highly skilled, detail-oriented Scientist/Data Manager to support environmental data management efforts for Superfund investigations, sediment dredging projects, risk…
Added 13 mins ago
ES
Director of Resident Experience
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Fort Collins, CO
- $65,000 to $68,000 USD / year
Manages all aspects of the Resident Experience Program
Added 13 mins ago
Director of Resident Experience
Experience Senior Living
Falls Church, VA
Manages all aspects of the Resident Experience Program
Added 13 mins ago
TF
Training and Scheduling Coordinator
The First Church of Christ, Scientist
Boston, MA
- $35.38 to $45.99 USD / hour
…This will include areas such as Church and Mapparium Tours, Technology training, Hospitality and Customer Service Training, Exhibit Content Training, public speaking skills training, and…
Added 14 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 14 mins ago
ENGINEERING SOURCER
Platform Aerospace
Hollywood, MD · Blackstone, VA
U.S. citizenship required for access to program-related information.

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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