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Director, Traveler Engagement Division

Transportation Security Administration Arlington Full-Time
$127,914.00 - $184,620.00 / year
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As Director of TSA’s Traveler Engagement Division (TED), Civil Rights & Liberties, Ombudsman and Traveler Engagement (CRL/OTE), you will be responsible for providing innovative and expert leadership in the establishment and implementation of compliance with comprehensive disability and multicultural civil rights laws and regulations, Freedom of Information Act, Redress and TSA Contact Center policies and programs.  You will ensure compliance with Executive Order 13571, Streamlining Service Delivery and Improving Customer Service with respect to TED customer service interaction and customer service feedback.

Duties include: 

  • Providing direct oversight and management of the processes associated with those appealing to be removed from the U.S. government’s No Fly List and engaging interagency partners and stakeholders, including the Department of Justice and the Terrorist Screening Center, Department of State and multiple agencies within DHS, such as Customs and Border Protection, DHS Civil Rights and Civil Liberties and DHS Policy’s Screening Coordination Office.
  • Providing oversight of the TSA Contact Center (TCC), which is the primary portal for the traveling public to contact TSA, and the TSA Freedom of Information Act (FOIA) Office.
  • Maintaining close review and coordination of sensitive policy matters between the TSA Administrator and high-level officials throughout and outside of DHS and transmitting the Administrator’s viewpoints with regard to programs, correspondence, proposed legislation and related matters.
  • Providing leadership and oversight in conducting Disability and Multicultural compliance and outreach to ensure that TSA’s security screening policies, procedures and practices do not discriminate against travelers on the basis of disability, race, ethnicity, national origin, religion or gender pursuant to the Aviation and Transportation Security Act of 2001, PL 107-71 (2001) and DHS Delegation 7060.2, Delegation to the Administrator of the Transportation Security Administration (2003).
  • Reviewing and coordinating sensitive traveler engagement-related policy matters between the TSA Administrator and high-level officials throughout and outside DHS. Communicating  the Administrator’s viewpoints with regard to programs, correspondence, proposed legislation and related matters.
  • Attending high-level DHS meetings on behalf of the AA CRL/OTE and ensuring that the AA’s views are represented and that other views expressed are reported back accurately. You will ensure that commitments made by the AA at DHS meetings are followed through to completion.
  • Tracking legislative matters of interest in order to apprise the AA of their status and progress, and responding to questions posed by House and Senate committee members and their staffs regarding TSA policies and programs.
  • Serving in an advisory role for legislative and intergovernmental matters of importance to the AA, often within a very short time frame. This includes providing options available and recommended courses of action.
  • Analyzing and evaluating highly complex issues and advising the AA/Deputy AA about expanding existing policy reviews and developing a range of alternatives that effectively establish new or revised plans for TSA programs.
  • Reviewing and editing reports, information, statements, data and other materials originated by the various lines of business and staff offices within TSA, as well as comments made by TSA staff on proposed legislation, to ensure that they reflect the positions and views of TSA and the Administrator.

The series/grade for this position is SW - 0340 02. Note: All TSES SW positions are equivalent to the ES-00 (SES).  Occasional travel is required. Relocation expenses may be reimbursed.


Homeland Security careers offer competitive starting salaries and the potential for performance-based increases, flexible hours and the ability to maintain a balanced lifestyle. You will enjoy a range of comprehensive and competitive employment benefits including:

  • Health benefits, insurance and retirement.
  • Medical
  • Dental and vision.
  • Thrift Savings Plan
  • Flexible spending accounts.
  • Life insurance.
  • Long-term Care Insurance
  • Retirement plan.
  • Pay (including locality pay), vacation and leave.
  • Personal leave days for vacation, illness and family care.
  • Paid federal holidays.
  • Flexible schedules and work/life balance (Maxiflex and Gliding Schedules).
  • Free enrollment in and streamlined application process for TSA Pre®.
  • Employee Assistance Program (EAP)

Additional benefits may include:

  • Employee recognition program.
  • Training and development.
  • Tuition reimbursement.
  • Transportation subsidies.
  • Health and wellness programs.
  • Fitness centers.
  • Telework


Key Requirements:

  • You must be a U.S. citizen or U.S. national. 
  • You must complete a favorable Single Scope Background Investigation (SSBI). 
  • You must pass drug screening and be subject to random drug tests. 
  • You must be able to obtain and maintain a Top Secret/SCI clearance. 

Professional/Technical Qualifications (PTQs):

  1. Knowledge of Federal laws and directives that govern federal, state and local transportation security programs and operations and the specific roles and responsibilities of federal, state and local agencies and other federal stakeholders.
  2. Ability to develop and manage complex strategic programs, including the ability to define program objectives, develop innovative approaches, provide oversight, communicate roles and responsibilities and establish and coordinate teamwork.
  3. Demonstrated experience in the development and implementation of key programs and operational activities, taking into consideration complex policy development and a multi-layered diverse organization.
  4. Demonstrated experience in establishing and maintaining liaison with high-level federal, state and local government officials, as well as with representatives of foreign governments, other federal law enforcement agencies and other transportation security officials to ensure the effectiveness of aviation security programs and activities.

Executive Leadership Experience:

Applicants must demonstrate progressively responsible leadership experience that is indicative of senior executive-level managerial capability and directly related to the skills and abilities outlined for this job. Typically, experience will have been gained at or above the equivalent of the GS-15 grade level in the federal service or its equivalent in state and local government, the private sector or nongovernmental organizations. Failure to meet this basic qualification requirement and all executive and technical qualification factors automatically disqualifies an applicant.

Please ensure that your resume demonstrates these Executive Core Qualifications (ECQs):

ECQ 1 — LEADING CHANGE  This core qualification involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.

ECQ 2 — LEADING PEOPLE  This core qualification involves the ability to lead people toward meeting the organization’s vision, mission and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork and supports constructive resolution of conflicts.

ECQ 3 — RESULTS-DRIVEN  This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems and calculating risks.

ECQ 4 — BUSINESS ACUMEN  This core qualification involves the ability to manage human, financial and information resources strategically.

ECQ 5 — BUILDING COALITIONS  This core qualification involves the ability to build coalitions internally and with other federal agencies, state and local governments, nonprofit and private-sector organizations, foreign governments or international organizations to achieve common goals.

Other Information:

  • This is an excepted service position. However, there is an interchange agreement with the Office of Personnel Management (OPM) and TSA that enables Career TSES members who have been approved by the Qualifications Review Board at OPM to qualify for Senior Executive Service (SES) positions without additional competition.
  • You will be required to serve a probationary period of one year unless you previously completed the probationary period in a SES/TSES position.
  • When you enter on duty, you will be required to complete a Public Financial Disclosure Report, OGE Form 278. You will need to provide this information annually.

Skills required

Business Administration
Human Resources
Business Acumen
Business Development
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The Transportation Security Administration (TSA) was created to strengthen the security of the Nation’s transportation systems and ensure the freedom of movement for people and commerce. Today, TSA secures the Nation’s airports and screens all commercial airline passengers and baggage. TSA uses a risk-based strategy and works closely with transportation, law enforcement and intelligence communities to set the standard for excellence in transportation security. Protect the Nation While Securing Your Future- Join TSA! Competitive Pay and Benefits, stability of a government job, helping people, career growth opportunities, diverse workforce, fast-paced job. TSA is committed to supporting the employment of veterans and provides a hiring preference to eligible veterans

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