<p>Jefferson is seeking a Customer Service Portal Lead to support The U.S. Department of Transportation (USDOT) Federal Transit Administration's (FTA's) Office of Administration (TAD) with management and technical assistance for its ticketing and service request platform and Customer Service Portal (CSP).</p> <p>The CSP Lead serves as the functional lead for performance monitoring, reporting, knowledge management, and training support for the FTA Customer Service Portal. This role is responsible for ensuring data quality, process standardization, and effective communication and training to support consistent and efficient CSP operations.</p> <p>This role will be hybrid with the preponderance of the work being performed off-site and with some activities requiring on-site performance at FTA Headquarters, 1200 New Jersey Ave., SE, Washington, DC 20590.</p> <p>This position is being posted in preparation for a proposal and is not yet funded. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.</p> <p>At Jefferson, we are not just building a team; we are cultivating a community of exceptional individuals driven by a shared passion for innovation and excellence. Joining the Jefferson team means stepping into an environment that values collaboration, encourages creative thinking, and celebrates individual strengths. Here, you'll find a vibrant culture that fosters sharing and connectedness where careers are nurtured, exciting and meaningful work is encouraged, and continuous learning from the smartest people in the industry.</p> <p>Our commitment to unlocking your potential goes beyond conventional career paths, offering a dynamic and supportive space where your ideas are not just heard but valued. Join us at Jefferson, where your career becomes a journey of continuous advancement, and your talents find the platform they deserve.</p> <p>Responsibilities:</p> <ul> <li> <p>Develop, maintain, and distribute recurring CSP performance reports and dashboards analyzing ticket volumes, response times, resolution rates, backlog trends, and service-level performance.</p> </li><li> <p>Analyze ticket metrics and trends and prepare quarterly analytical summaries with improvement recommendations.</p> </li><li> <p>Lead development, maintenance, and quality control of CSP knowledge base content, including articles, SOPs, user guides, process maps, FAQs, and quick reference materials.</p> </li><li> <p>Ensure ticket data accuracy, proper categorization, and process standardization across offices.</p> </li><li> <p>Conduct user communications related to system updates, process changes, and service notices.</p> </li><li> <p>Develop and deliver CSP training modules, track attendance, and collect participant feedback.</p> </li><li> <p>Support continuous improvement by identifying patterns, recurring issues, and opportunities for workflow or training enhancements.</p> </li></ul> <p>Required Qualifications:</p> <ul> <li> <p>Bachelor's degree in a business-associated field.</p> </li><li> <p>A minimum of 5 years' experience in business consulting, process improvement, strategy, or a related field. Additional years of experience can be substituted for educational requirements.</p> </li><li> <p>Project Management Professional (PMP) Certified or other relevant professional certification preferred.</p> </li><li> <p>Excellent verbal and written communication skills.</p> </li><li> <p>Demonstrated experience managing Agile projects.</p> </li></ul> <p>Benefit Overview:</p> <ul> <li> <p>Health Benefits; Medical, Dental, Vision</p> </li><li> <p>Retirement Plan Match</p> </li><li> <p>Competitive Annual Leave Package</p> </li><li> <p>Education Reimbursement</p> </li><li> <p>Basic and Voluntary Life Insurance</p> </li><li> <p>Disability Insurance</p> </li><li> <p>Cafeteria Plan</p> </li><li> <p>Employee Assistance Program (EAP)</p> </li><li> <p>Domestic and Global Health Insurance</p> </li><li> <p>Floating Holidays</p> </li><li> <p>Wellness Program</p> </li></ul> <p>Jefferson Solutions Group is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to veteran status, disability status, or any other characteristic protected by federal, state or local laws.</p> <p>Jefferson Solutions Group is committed to providing opportunity for all qualified individuals. As part of this commitment, JSG will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact the Human Resources Department at (202) 626-8550 via email: HR@jeffersonsg.com</p>