Supervisory Customer Operations Division Chief

Full Job Description

See below for important information regarding this job.

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: Directing or coordinating customer support or operational programs, analyzing customer requirements, and ensuring effective delivery of services or logistics support to meet organizational mission needs.

Applying customer relationship management (CRM) principles to strengthen partnerships, resolve customer issues, and improve responsiveness to customer requirements.

Coordinating supply support, logistics, or demand planning activities with internal organizations and external stakeholders to ensure customer requirements are met.

Analyzing operational data, performance metrics, or program outcomes to evaluate effectiveness and implement process improvements.

Leading or supervising professional staff responsible for operational planning, customer engagement, or program execution, including assigning work and evaluating performance.

Collaborating with senior leadership and external partners to coordinate initiates, and resolve operational issues, and support organizational objectives.

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. Major Duties:

• Direct and overseas customer operations programs supporting DLA customers by analyzing customer requirements, coordinating support activities, and ensuring effective delivery of logistics and supply chain services.
• Lead customer relationship management (CRM) efforts by developing strategies to strengthen partnership, resolve customer issues, and improve responsiveness to customer requirements.
• Plans, coordinates, and evaluates demand planning and supply support activities, ensuring alignment between customer requirements and operational capabilities.
• Develops and monitors performance metrics and operational data to evaluate program effectiveness, identify trends, and implement process improvements to enhance customer support operations.
• Supervises and provides leadership to professional staff responsible for customer engagement, operational planning, and supply support functions, including assigning work, evaluating performance, and guiding program execution.
• Serve as senior liaison with internal leadership, external partners, and supported customers to coordinate initiatives, resolve operational issues, and ensure mission requirements are met.