Supervisory Customer Operations Division Chief

Full Job Description

See below for important information regarding this job. To qualify for a Supervisory Customer Operations Division Chief, your resume and supporting documentation must support: A.

Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position.

To qualify at the GS-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 level or equivalent under other pay systems in the Federal service, military, or private sector.

Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement.

Creditable specialized experience includes: Analyzing results achieved and performance trends relative to performance objectives and improvement plans.

Performing customer outreach, support functions, and representing the division as a customer advocate and liaison.

Directing work to ensure the overall success of the customer's relationship with the agency. Developing and coordinating recommendations related to improving processes, procedures and policies.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Term Information: This position is being filled as Term appointment not-to-exceed (NTE) 2 Years.

Current permanent DLA employees eligible as a Promotion, this position will be filled as a Temporary Promotion NTE 2 Years and may be extended up to a total of five years or converted to a permanent promotion without further competition.

Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade, this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time.

Upon termination/expiration of the temporary assignment, placement will be either to the gaining or previous organization in accordance with DLA policy (DLAI 1442.04) regarding placement rights after a time-limited assignment.

For all others, if selected, this would be a Term/Time-Limited Appointment NTE 2 Years, and not more than six years.

The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion.

Major Duties:

• Serve as Chief of the Customer Facing Division, responsible for a wide variety of customer support functions.
• Represent the Directorate as a customer advocate and a liaison with DLA personnel to forecast anticipated customer requirements.
• Work with supervisors within their Division to identify and plan initiatives and programs to enhance customer satisfaction, demand collaboration, productivity, customer value added service, and supply chain management.
• Review and approve the implementation of improvements to marketing strategies, customer relations, business developments and customer demand profiles.
• Work directly with Supplier Facing Division Chiefs to ensure adequate support is available to resolve customer discrepancies or emergency requests, and to ensure customer requirements for goods and services are addressed.
• Review all Key Performance Indicators (KPIs) and metrics pertaining to customer support and demand planning.