This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/510586100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
The General Services Administration is interested in attracting the best talent for our diverse cadre of SES members from within GSA, the Federal government and the private sector. Please review this announcement in its entirety on how to apply.
Learn more about this agency09/11/2018 to 09/25/2018
$126,148 - $181,220 per year
ES 00
1 vacancy in the following location:
No
Occasional travel - Occasional travel may be required.
No
Permanent
Full-Time
Senior Executive
00
Yes
No
181100120
510586100
THIS ANNOUNCEMENT IS OPEN TO CURRENT FEDERAL GOVERNMENT EMPLOYEES ONLY. You MUST apply online to be considered for this vacancy. Please review this announcement in its entirety for specific information on how to apply.
The CCO has broad authority and responsibility for improving the end-to-end experience of GSA customers by aligning operations to customer needs. The public expects the same level of service from government as they’d get from any private sector organization at scale. The CCO is tasked with embedding customer-oriented thinking into our daily operations to ensure GSA delivers sound products, as well as great customer service.
Further, the CCO:
Overview
The Chief Customer Officer is a senior leadership position within the Office of the Customer Experience (OCE), of the U.S. General Services Administration. The mission of OCE is to create a unified customer experience at GSA by improving its processes, technologies and organizational structures. Within this enterprise, the Chief Customer Officer (CCO) provides a comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the Agency to maximize customer acquisition, retention, and profitability. The CCO oversees the development and implementation of strategies intended to improve the customer experience and enhance the Agency's response to its customers' current and evolving needs. This position reports to GSA's Deputy Administrator.
CONDITIONS OF EMPLOYMENT:
All applicants must meet the Mandatory Technical and Executive Core Qualification requirements listed below to be eligible for consideration. Eligibility will be based on a clear demonstration that the applicant's training and experience are of the scope, quality and level of responsibility sufficient to successfully perform the duties and responsibilities of this executive position.
Your resume must show possession of the Executive Core Qualifications (ECQ's) listed below but must not address the ECQ’s through separate narrative responses.
You must submit a supplemental statement that separately addresses each of the Mandatory Technical Competencies (MTC’s) listed below. Your resume should also corroborate your possession of the MTC's. Your application will not be considered if you fail to submit this supplemental statement.
Please see the "Required Documents" section below for complete instructions on the content and format of your application package.
MANDATORY TECHNICAL COMPETENCIES:
1. Demonstrated ability to develop and implement a vision that incorporates the voice of the customer into key organizational goals, priorities and values.
2. Demonstrated ability to engage employees at all levels, inspiring customer empathy in all work streams and linking individual responsibilities back to customer experience mission.
EXECUTIVE CORE QUALIFICATIONS (ECQs)
1. Leading Change - This core qualification involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.
2. Leading People - This core qualification involves the ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.
3. Results Driven - This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
4. Business Acumen - This core qualification involves the ability to manage human, financial, and information resources strategically.
5. Building Coalitions - This core qualification involves the ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals.
For guidance on how to address the ECQ's in the context of your resume, please refer to page 29 of the "Guide to SES Qualifications" at: http://www.opm.gov/ses/references/GuidetoSESQuals_2012.pdf.
The 1993 Hatch Act Reform Amendments prohibit oral and written political recommendations for Federal jobs.
TELEWORK: GSA supports the use of telework as a way to help attract and keep talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. Telework by Federal employees also reduces energy use, greenhouse gas emissions, and traffic congestion. At the discretion of the supervisor, this position may be designated as telework eligible.
NOTICE REGARDING SALARY: Current SES members whose salary equal or exceed the maximum advertised salary for this vacancy ($181,220), will not lose pay if appointed to this position.
OFFICE AND LOCATION FOR THE VACANCY:
Office of the Customer Experience
Washington, DC
THIS POSITION IS DESIGNATED SES CAREER RESERVED
You will be evaluated for this job based on how well you meet the qualifications above.
An SES review panel will evaluate your resume based on the quality and extent of your total accomplishments, experience, and education. Applicants determined to be highly qualified may undergo an interview and a reference check and may be required to provide a writing sample or work plan. If selected, you must be certified by an Office of Personnel Management (OPM) Qualifications Review Board (QRB), unless you are a current or former career SES member or have successfully completed an OPM approved SES Candidate Development Program. You must receive QRB certification before you can be appointed to the position.
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Please review the following information to determine which documents you must submit in order to complete your application.
ALL APPLICANTS: You must submit a resume (not to exceed 5 pages, including optional cover letter) which demonstrates your experience, accomplishments, training, education and awards, indicating possession of the Executive Core Qualifications listed in this announcement, but your resume must not address the ECQ’s through separate narrative responses. Your resume should also corroborate your possession of the Mandatory Technical Competencies (MTC’s) listed in this announcement, which you must address separately in a supplemental statement as described in the paragraph below. Information beyond the five page resume will not be evaluated. PLEASE DO NOT submit the Optional Application for Federal Employment (OF-612) in lieu of a resume. PLEASE DO NOT submit separate narrative responses to address the Executive Core Qualifications.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
GSA is only accepting online resumes for this position. Your complete application package must be received by 11:59 pm (Eastern) on the closing date in order for you to be considered. Errors or omissions may result in your application package not being considered for this vacancy. A description of the online process is provided below. For a successful submission of your resume application, please be sure to follow each step thoroughly.
Note: If you cannot complete any part of the application process listed above, contact the Human Resources Office/representative listed on the announcement prior to the announcement deadline for instructions on how to proceed. Be sure to receive prior HR approval to deviate from these instructions so that your application package can be considered.
Applicants who fail to submit all required information (resume; MTC narratives and your most recent pay SF-50) will not receive further consideration for the position.
An evaluation of your qualifications will be conducted. The most highly qualified candidates will be referred to the hiring manager for further consideration. You will be notified of the outcome. If you have any questions regarding the status of your application package, please submit your question(s) via e-mail to executive.resources@gsa.gov. Please be sure to reference the announcement number (181100120) in the subject area of your email.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/510586100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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