Clarification from the agency

THIS ANNOUNCEMENT IS OPEN TO ALL QUALIFIED INDIVIDUALS. 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 Chief Customer Officer (CCO) for the General Services Administration (GSA) is responsible for the vision and administration of the strategy around how individuals interact with GSA products and services to ensure customer success. As the head of the Office of Customer Experience (OCE), the CCO focuses on transforming GSA's understanding of its customers; streamlining service delivery; and creating a customer-centric agency, enabling leadership to make data-driven decisions to improve customer service delivery. GSA’s customers range from small businesses seeking federal contracts, members of the public trying to find government services, agencies looking to procure compliant and cost-effective goods and services, and tenants working in innovative workplaces.

The CCO reports to the Deputy Administrator and serves as a trusted advisor to the Administrator, Deputy Administrator, and other agency leadership on all matters of customer experience.

Further, the CCO:

• Manages allocation of resources; tracks and forecasts resource utilization and develops supporting program data and business case rationale to justify staffing and budget requests.
• Performs full supervisory/managerial duties for OCE staff.
• Oversees GSA’s Voice of the Customer Program, which is responsible for customer research governance and works with GSA teams to generate insights about customer sentiment.
• Works across departments to create a unified, end-to-end customer experience; aligning operations to customer needs. Shapes a strategy to maximize customer acquisition, satisfaction and retention.
• Oversees GSA’s Service Design Program to improve customer experience through intentionality, research and data-based arrangements of products, services, and governance practices that can be recurrently tested and iterated upon. Recommends adjustments to programs and/or projects to enhance customer service delivery.
• Helps guide efforts to streamline and digitize processes and tools, make websites easier to understand and navigate, and consolidate duplicate government systems.
• Works within the agency to gather feedback and data to understand customer needs and challeneges, and develop solutions to address those issues.
• Oversees the development of customer experience data, estimates, statistics, suggestions, and other information useful to leadership in determining which goals and objectives to emphasize. Decides the methodologies to use and directs work for the purpose of achieving broad GSA goals and objectives through the execution of GSA and government wide initiatives.
• Participates in policymaking sessions with the Administrator, Deputy Administrator, Service Commissioners, Heads of Staff Offices and Regional Administrators to provide guidance and recommendations for the development of policies that impact the customer experience and delivery of programs, services and other functions within GSA. Manages and oversees the implementation of new policies, programs and initiatives.
• Establishes partnerships and collaborates with stakeholders from state, local, and federal government, private industry personnel, and other customers to discuss and determine the quality of services rendered to them by GSA. Coordinates appropriate responses, and provides guidance recommendations to the Deputy Administrator on action(s) to be taken to remedy any deficiencies and improve the customer experience.
• Represents the Deputy Administrator in meetings, special events, and/or conferences with Federal Agencies and other stakeholders and partners.
• Creates a work environment that fosters trust, respect, and collaboration and upholds GSA’s values of service, accountability, and innovation while promoting transparency in how decisions are made.
• Identifies power dynamics in situations, and responds thoughtfully and opens space equitably among team members to promote collective success while acknowledging how others’ contributions led to achievements, as well as the sharing of ownership of success, risks, and accountability.
• Crafts strategic hiring plans for OCE based on data and uses strategies to ensure a diverse candidate pool and inclusive hiring process. Ensures DEIA practices and EEO regulations are followed throughout recruitment, hiring, and selection processes.
• Stewards the team’s professional development, including identification of appropriate training, developmental assignments, and/or details. Incorporates equity and inclusion into plans for staff development, retention, training, speaking events, and experiential learning opportunities.
• Provides coaching, mentoring, and sponsorship to others in the organization, tailoring approaches to the needs of the individual. Works with individuals to identify and develop their strengths, helping team members pursue opportunities that enhance their talents.

Conditions of employment

• Resume-based hiring method
• Resume must not exceed 5 pages, including an optional cover letter
• Application must be received by the closing date of the announcement
• Veterans preference is not applicable to the SES
• Applicants must be U.S. Citizens
• Apply online (See How to Apply section)

CONDITIONS OF EMPLOYMENT:

• This position is a critical-sensitive national security position and appointment requires that you undergo a single scope background investigation and that the GSA security office grant you a Top Secret national security clearance. Applicants do not need this level of clearance in order to apply. If you are not a GSA employee, the security office must grant the clearance before you are appointed to this position unless a pre-appointment waiver of this requirement is approved.
• If tentatively selected, you will be required to submit a Declaration for Federal Employment.
• Male applicants born after December 31, 1959 will be required to complete a certification document confirming their selective service status.
• Persons selected for their initial appointment to an SES position must have their executive qualifications approved by the Office of Personnel Management before being appointed to the position.
• If selected, you will be required to serve a one-year probationary period unless you have previously successfully completed a one-year probationary period in the Senior Executive Service.
• Veteran's preference does not apply to positions in the Senior Executive Service.
• If selected, you must file a Public Financial Disclosure Report (OGE Form 278) upon appointment in accordance with the Ethics in Government Act of 1978.
• This position has been designated under Executive Order 12564 as being subject to random drug screening. If tentatively selected for this position, you may be required to submit to a urinalysis screen for illegal drugs prior to appointment. Appointment to the position will be contingent upon your receiving a negative test result.

Qualifications

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.

How you will be evaluated

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.