Supervisory Immigration Services Officer (Center Director)

Full Job Description

Protect your homeland and defend your culture. Join USCIS, America's frontline defense against illegal foreign infiltration and fraud.

As a Supervisory Immigration Services Officer (Center Director), you will independently manage complete administration of applicant service programs, activities and operations across multiple channels of communication, to include telephonic, digital, and web-based mediums, and across multi tiers of service.

The qualifications for this position must be met by 11:59 PM (Eastern Time) on 02/27/2026.

Current Federal employees must have served 52 weeks at the lower grade or equivalent grade band in the Federal service.

The Time-in-Grade requirement must be met by 11:59 PM (Eastern Time) on 02/27/2026.

GS-15: You qualify at the GS-15 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-14 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position.

You must have experience performing the following duties: Managing applicant engagement operations over multiple channels in support of a diverse customer base.

Developing and implementing strategies that achieve an organization's applicant service goals.

Leading and conducting analytical measures of performance and effectiveness for an applicant service program.

Developing recommendations that often serve as the basis for new systems, regulations or policies.

Please read the following important information to ensure you submit everything we need to consider your application: It is your responsibility to ensure that you submit your responses and appropriate documentation prior to 02/27/2026.

Your resume will be used to determine your qualifications for the position advertised in this announcement.

Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education.

Limit your resume to no more than two pages. The USAJOBS database will not allow an applicant to submit an application that includes a resume over two pages.

To help ensure your resume remains clear and easy to read, we recommend using margins of at least 0.8 inches and a font size of at least 11 point.

Be clear and specific when describing your work history since Human Resources cannot make assumptions regarding your experience.

Your application will be rated and ranked based on your responses to the online questions.

Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Duties (be specific in describing your duties) Employer's name and address Supervisor name and phone number Start and end dates including month, day and year (e.g.

June 18 2007 to April 05 2008) Start and end dates for each grade/pay level if you've held a federal position.

Full-time or part-time status (include hours worked per week) Salary Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible.

Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Federal Experience: If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history.

This information will be further validated if selected for this position.

National Service Experience (i.e., volunteer experience): 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 criteria 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 service. Major Duties:

• Organizational Location: This position is located in the Department of Homeland Security, U.S. Citizenship and Immigration Services, within the External Affairs Directorate, and is assigned based on the need of the agency.
• Administers a fast-paced, high-volume enterprise engagement program in support of USCIS applicants seeking immigration benefits and services, within a multi-tiered, multi-channel framework with an applicant base across multiple time zones.
• Develops policies, procedures, and guidelines to ensure that USCIS' applicant engagement programs are in conformance with applicable laws, regulations and directives and directly support applicant needs and experience.
• Leads processes and programs to improve the efficiency of a national-level applicant engagement operation and ensure attainment of agency's applicant service objectives; to include recruitment, retention, training, workforce management and innovation
• Oversees center's administrative functions, such as personnel management, labor relations, training, financial management, facilities, property management, health and safety, and emergency preparedness.
• Develops strategies and operational initiatives that achieve the agency's applicant service goals and makes recommendations that often serve as the basis for new systems, regulations, or policies.