Director, Traveler Engagement Division

Arlington, Virginia
Jun 18, 2019
Jun 26, 2019
Full Time


Securing Travel, Protecting People - At the Transportation Security Administration (TSA), we serve in a high-stakes environment to safeguard the American way of life. In cities across the country, we secure airports, seaports, railroads, highways, and public transit systems, thus protecting our transportation infrastructure and ensuring freedom of movement for people and commerce.
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The Director, Traveler Engagement Division (TED), Civil Rights & Liberties, Ombudsman and Traveler Engagement (CRL/OTE) is 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. The Director, TED ensures compliance with Executive Order 13571, Streamlining Service Delivery and Improving Customer Service with respect to TED customer service interaction and customer service feedback.

High level 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. 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 Administrator, TSA and high-level officials throughout and outside 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. Transmitting 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 assures that the AA's views are represented and that other views expressed are reported back accurately, and ensures 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 responds 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 inter-governmental matters of importance to the AA often within a very short time frame, which includes providing options available and recommended courses of action.
  • Analyzing and evaluating highly complex issues and advises the AA/Deputy AA about expanding existing policy reviews and developing a range of alternatives that effectively establishes new or revised plans for TSA programs.
  • Reviewing and editing reports, information, statements, data, etc. 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.

Travel Required

Occasional travel - Position requires occasional travel.

Supervisory status

Promotion Potential


Conditions of Employment

  • You must possess U.S. Citizenship.
  • You must complete a favorable Single Scope Background Investigation (SSBI).
  • You must pass Drug Screening, subject to random drug tests.
  • You must be able to obtain and maintain a Top Secret/SCI clearance.
  • Disclosure of your financial information is required.

You must meet the qualification requirements of this position no later than the closing date of the job opportunity announcement.


As a basic requirement, 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 in the "How You Will Be Evaluated" section of the Job Opportunity Announcement. Typically, experience of this nature will have been gained at or above the equivalent of the GS-15 grade level in the Federal service or its equivalent with state and local government, the private sector, or non-governmental organizations. Failure to meet this basic qualification requirement and all executive and technical qualification factors automatically disqualifies an applicant.

DRUG TESTING: You must pass a pre-employment drug test. In addition, you may be subject to random drug testing during employment.

SECURITY CLEARANCE: This position requires a TS/SCI (Top Secret/Secured Compartmentalized Information) clearance that must be completed prior to appointment. You will be subject to a 5-year periodic investigation and must be able to obtain and maintain a TS/SCI clearance.

MOBILITY: The Transportation Security Administration (TSA) was created in the wake of 9/11 to strengthen the security of the nation's transportation systems while ensuring the freedom of movement for people and commerce. TSA employs a risk-based strategy to secure U.S. transportation systems, with nearly 50,000 Transportation Security Officers, each day at more than 450 airports nationwide. The agency continuously sets the standard for excellence in transportation security through its people, processes, technologies and use of intelligence to drive operations.

As a member of the TSES, you may be subject to frequent changes in posts of duty and positions. Mobility is a condition of employment, so you must be prepared to accept, without objection, the judgment of your superiors concerning reassignments for operational and/or career development purposes, or for other reasons determined to be in the best interest of the Transportation Security Administration.

CURRENT OR FORMER POLITICAL APPOINTEES: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.


Additional information

  • The TSA, an excepted service agency, was established by Public Law 107-71, the Aviation and Transportation Security Act (ATSA), on November 19, 2001. ATSA provides TSA with the authority to modify and develop its own human capital program, provided such modifications are consistent with 49 USC 40122.
  • 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.
  • View common definitions of terms found in this announcement.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated to determine if you meet the minimum qualifications required and the extent to which your resume shows that you possess the Professional/Technical Qualifications (PTQs) and the Executive Core Qualifications (ECQs) listed below. When describing your qualifications, be sure to furnish examples and describe the context in which you applied your knowledge, discuss how you used skills relevant to the position, indicate the complexity, scope and impact of your work, note the level of people with whom you interacted, and explain the sensitivity and criticality of the issues you addressed. Please see the REQUIRED DOCUMENTS section of this Job Opportunity Announcement for specific instructions and the circumstances under which some applicants may be exempt from providing ECQs.

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, and representatives of foreign governments, other Federal Law Enforcement agencies, and other Transportation Security officials to ensure the effective accomplishment of aviation security programs and activities.

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.

To preview questions please click here .

Background checks and security clearance

Security clearance
Sensitive Compartmented Information

Drug test required

Required Documents

In addition to a RESUME and the ASSOCIATED QUESTIONNAIRE, you must submit the following applicable supporting documents:

Certain current or former career SES/TSES members with service in Federal agencies which are not excluded from the Senior Executive Service (statutory exclusions are specified in 5 U.S.C. 3132(a)(1)) as well as graduates of a SES Candidate Development Program which resulted in certification by the Office of Personnel Management (OPM) Qualifications Review Board (QRB) may be EXEMPT from providing ECQ responses. Career SES/TSES members are individuals who have been certified by OPM QRB and who currently occupy an SES/TSES position in an agency not excluded from the Senior Executive Service by statute (5 U.S.C. 3132(a)(1)) or who have left such a position after having successfully completed the SES/TSES probationary period. To exercise this exemption without being disqualified for failure to provide ECQ responses:
  • Current SES/TSES members: Must provide a copy of the specific SF-50, Notification of Personnel Action, which documents conversion or appointment, without time limitation, to their current SES/TSES position; OR
  • Former SES/TSES members: Must provide a copy of the specific SF-50 which documents conversion or appointment, without time limitation, to their formal SES/TSES position as well as any Federal agency document which confirms their successful completion of an SES/TSES probationary period. (Note: a second SF-50 dated more than a year after SES/TSES conversion or appointment, which documents continued unlimited assignment to the same SES/TSES position, will suffice to document completion of the SES/TSES probationary period.); OR
  • Graduates of an OPM approved Candidate Development Program (CDP) which resulted in certification by the OPM QRB: Must provide a copy of a QRB endorsed program graduation certificate.

These documentation requirements apply to all who claim exemption from ECQ submission except TSA employees

Non-SES/TSES members: Current and former non-SES/TSES federal employees (except current TSA employees) must submit their most recent Notification of Personnel Action, SF-50 (or an equivalent document).

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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