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 an Alternate Project Manager, you will serve as the backup to the Project Manager while independently managing research teams and projects, ensuring continuity of operations and the successful delivery of customer experience measurement initiatives that support IRS mission-critical services.

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.

• Serve as alternate for Project Manager
• 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
• Customer experience and market research expertise
• Public and private sector market research experience
• Project planning and resource management
• Statistical analysis and survey methodology
• Presentation and client relationship management
• Understanding of customer satisfaction measurement in public sector contexts
• Ability to step into Project Manager role as needed

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