Jobs in the United States

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Added 1 min ago
Program Manager 2 (4040)
Navarro Inc.
Los Alamos, NM
The position requires strong customer relationship management, sound judgment, and the ability to build consensus, resolve conflicts, and align resources to accomplish program objectives.…
Added 2 mins ago
A
Quality Technician
Actalent
Warren, MA
- $32 to $35 USD / hour
Maintain, organize, and update Objective Quality Evidence (OQE) records and project documents as required by Naval customer orders.
Added 2 mins ago
A
Laboratory Technician
Actalent
Johnston, IA
- $20 USD / hour
Collaborate with laboratory staff and technical personnel to meet project timelines and team objectives.
Added 2 mins ago
Construction Superintendent
Gilbane Building Company
Albany, NY
…be on the job site every day and will fill a key role on the project…
Added 3 mins ago
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Food Scientist
Actalent
East Hanover, NJ
- $30 to $37 USD / hour
…regular travel to bakeries across the United States, independent project ownership as an R&D food scientist, and responsibility for managing ingredient specifications while supporting a…
Added 3 mins ago
Cad Drafter
Actalent
Far Hills, NJ
…and residential building projects. You will create detailed technical drawings in AutoCAD while also conducting site visits, building surveys, field measurements, and existing-condition…
Added 3 mins ago
CRIME LABORATORY ANALYST SUPV - 71002445 1
State of Florida
FORT MYERS, FL · JACKSONVILLE, FL · MIAMI BEACH, FL · MIAMI, FL · ORLANDO, FL · PENSACOLA, FL · FL · TALLAHASSEE, FL · TAMPA, FL
Join our quality assurance team in the Forensic Services Program Office as we continue to advance excellence across our laboratory system. We are seeking a motivated individual to fill the…
Added 3 mins ago
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Mechanical Engineer
Actalent
Wyomissing, PA
- $30 to $40 USD / hour
…campuses, and industrial sites. This opportunity offers hands-on project involvement, collaboration with experienced Professional Engineers, and a clear path toward Professional Engineer…
Added 3 mins ago
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Architectural Designer
Actalent
Herndon, VA
- $28.84 to $36.05 USD / hour
…improvement projects. This role offers a strong emphasis on technical production while providing exposure to all phases of the architectural lifecycle, from Schematic Design through…
Added 3 mins ago
Senior Mold Design Engineer
BIOMERICS LLC
Winston-Salem, NC
Working closely with Commercial, Estimating, Program Management, Quality, Manufacturing, Supply Chain, and Operations, the Senior Mold Design Engineer ensures project scope, technical risk…
Added 3 mins ago
Mechanical Design Engineer
Actalent
Raleigh, NC
…environments.This is a long-term contract opportunity, with a project pipeline expected to support approximately 3+ years of work. The engineer will join a small, highly collaborative…
Added 3 mins ago
Mechanical Design Engineer
Actalent
Raleigh, NC
…environments.This is a long-term contract opportunity, with a project pipeline expected to support approximately 3+ years of work. The engineer will join a small, highly collaborative…
Added 3 mins ago
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Healthcare Architect
Actalent
Cary, NC
- $120,000 to $180,000 USD / year
…commercial, and civic sectors, providing opportunities for diverse project exposure while maintaining a deep specialization in healthcare design.The organization operates with a…
Added 3 mins ago
Principal Engineer, MEP & Building Systems
Anduril Industries
Costa Mesa, CA
This role is the resident technical authority for all things mechanical, electrical, plumbing, and building controls across Anduril’s facility portfolio. You will embed with project teams…
Added 4 mins ago
Senior Product Manager - Cloud
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Washington, DC
Candidates whose experience is limited to project or program management without technical product management experience will not be considered.
Added 4 mins ago
Instructor/Training Facilitator
O W T Global Llc
United States
…cost-effective manner for Engineering, Engineering Support, RDT&E, Technical Program and Project management, Subject Matter Expertise (SME), operations, logistics, maintenance, and training…
Added 4 mins ago
Leadership Development Specialist
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Tampa, FL
…cost-effective manner for Engineering, Engineering Support, RDT&E, Technical Program and Project management, Subject Matter Expertise (SME), operations, logistics, maintenance, and training…
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Executive Director, Technology & Innovation
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ARLINGTON, VA
7+ years managing IT/technology projects with experience managing technical and strategy teams in data science, data analytics, and data management
Added 5 mins ago
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Safety Data Analyst
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Las Vegas, NV
- $65,000 to $82,000 USD / year
Technical experience in sourcing, extracting, validating, exploring, and transforming data with tools, such as SQL Server Management Studio or Amazon Athena.
Added 5 mins ago
Real-Time C/C++ Software Engineer
MIT Lincoln Laboratory
Lexington, MA
…state-of-the-art technology solutions and engage in many steps of a program lifecycle with increasing independence and responsibility. As an Associate Staff member, you will contribute…
Added 5 mins ago
Staff Scientist - AI / ML Developer
MIT Lincoln Laboratory
Lexington, MA
MIT Lincoln Laboratory Level 5 Technical Staff provide critical multi-domain or new domain innovative research to the Laboratory’s national security mission. They prototype solutions for…
Added 5 mins ago
Technical Trainer
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Chantilly, VA
Design, develop, and deliver engaging technical training programs and interactive classroom courses for custom software solutions and peripheral device management.
Added 6 mins ago
Senior Applications Architect
American Institutes for Research
Remote, United States
The Senior Applications Architect is a senior technical leader responsible for designing, developing, and implementing secure, scalable technology solutions that support research,…
Added 6 mins ago
Mission Critical - Quality Manager
Suffolk
Turkey, TX
The Quality Manager may be designated as the Lead Quality Manager for an assigned project or may serve under another designated Lead Quality Manager on larger or more complex assignments.…
Added 6 mins ago
Mission Critical - Assistant Quality Manager
Suffolk
Turkey, TX
The role develops the technical judgment, Quality Program knowledge, stakeholder-management capability, and project leadership experience required to progress into a Quality Manager role.…

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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