FWI is building a team to conduct comprehensive customer experience research for the IRS, including surveys, focus groups, and market research to measure taxpayer satisfaction and improve service delivery across all IRS divisions. As a Project Manager, you will lead and oversee multiple research teams, manage project deliverables and schedules, and ensure the successful execution of customer experience measurement initiatives that directly support IRS strategic objectives and taxpayer service improvements.

FWI has been recognized as a Top Workplace by the Washington Post in 2024 and 2025, offering excellent growth opportunities in a collaborative environment. 

**Position is contingent upon contract award**

Work Schedule and Location:

Remote: This full-time remote position will work Monday through Friday, 8am to 5pm.

• Manage and supervise research teams in customer experience measurement
• Oversee multiple projects within the IRS customer experience research program
• Direct and approve overall approaches and plans to projects
• Resolve elevated client issues
• Create synergies among research teams by synthesizing information from multiple projects
• Deliver presentations and lead client meetings
• Manage activities on research projects, including overseeing research analyst staff
• Ensure production of high-quality deliverables
• Provide overall project plans including deliverables, milestones, and sampling plans within 30 days of task order award

Required: 

• Requires Bachelor's degree and a minimum of 8 years of professional experience.
• Management and supervision of research teams
• Experience handling BPAs where multiple task orders are issued
• Customer experience and market research methodology
• Public and private sector market research experience
• Project planning and resource management
• Statistical analysis and survey methodology
• Presentation skills and client relationship management
• Understanding of customer satisfaction measurement in public sector contexts
• Knowledge of customer experience measures in adversarial contexts (e.g., enforcement interactions)

At FWI, we place the highest importance on creating an exceptional employee experience. You'll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Long-term and Short-term Disability Insurance
• Life Insurance
• 401(k) Plan
• Holiday Pay
• Paid Time Off