Are you up for an exciting challenge to work in the Office of Patents Stakeholder Experience. This position is located in the Office of the Commissioner for Patents (5), Office of Patents Stakeholder Experience (OPSE), Customer Experience Division (CX). The Patents business unit supports the Department's strategic goal to foster a more innovative US economy that is better at inventing, improving, and commercializing products and technologies that lead to higher productivity and competitiveness.
Summary
Are you up for an exciting challenge to work in the Office of Patents Stakeholder Experience. This position is located in the Office of the Commissioner for Patents (5), Office of Patents Stakeholder Experience (OPSE), Customer Experience Division (CX). The Patents business unit supports the Department's strategic goal to foster a more innovative US economy that is better at inventing, improving, and commercializing products and technologies that lead to higher productivity and competitiveness.
The physical worksite for this position is located in Alexandria, Virginia.This position is telework eligible per agency and business unit discretion/policy. Fully remote within 50 miles of the USPTO Alexandria, VA headquarters and the duty station is the authorized telework location.
The individual selected for this position will…
You're motivated in utilizing and managing the Office of Patents Stakeholder Experience's (OPSE's) customer experience management (CXM) platform, alongside a customer relationship management (CRM) platform, to identify ways to improve internal workflows and external experience receiving services.
You enjoy leading customer experience projects to solve problems and improve processes using a human-centered design approach.
You enjoy engaging Patents organization to improve understanding of customer needs and drive customer focuses business decisions.
Applications will only be accepted from United States Citizens and Nationals.
Your resume and question responses must demonstrate the job-related competencies.
You must meet the definition of specialized experience.
Required to pass a background investigation and fingerprint check.
Must be registered for Selective Service, if applicable (www.sss.gov).
If selected, you may be required to complete a one year probationary period.
You must meet all qualification requirements upon the closing date of this announcement.
Suitable for Federal Employment
Qualifications
You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at General Schedule Qualification Standards
Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-12.
Specialized experience for this position includes: Managing customer experience surveys, including designing surveys, creating dashboards, analyzing results, and sharing findings. Experience leading customer experience projects that include conducting qualitative research, analyzing customer feedback, and sharing insights to improve product or service delivery. Experience presenting or providing training about customer experience, survey methodology, research results, and human-centered design.
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.
Education
Education cannot be substituted for experience at this grade level.
Additional information
If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.
This is a Non Bargaining Unit position.
If selected for this position, you may be required to complete the Fair Credit Act Memo, which gives consent so that one or more consumer credit reports may be obtained for employment purposes.
This is a Public Trust position and has a risk level designation of "moderate".
Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation.
All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.
Relocation Expenses are not authorized and will not be paid.
CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: OPM CTAP/ICTAP.
CTAP/ICTAP documentation requirements are listed in the 'Required Documents' section of this announcement.
More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued.
All application materials become the property of the United States Patent and Trademark Office.
USPTO Job Applicants requiring reasonable accommodation for any part of the application and hiring process should request accommodation(s) from the USPTO at USPTO Reasonable Accommodation.
The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO's Office of Equal Employment Opportunity & Diversity via email (oeeod@uspto.gov) or phone (571-272-8292).
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your resume, optional cover letter and supporting documentation will be reviewed to determine if you meet the minimum qualifications for the position. If you meet the minimum qualifications stated in the job opportunity announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the self-assessment questions (True/False, Yes/ No, Multiple Choice questions) and place you in one of three pre-defined categories. These categories are "gold," "silver," and "bronze." Your resume and/or optional cover letter must support your responses to the scored occupational questionnaire, or your score may be lowered. Candidates placed in the "gold" category will be identified for referral to the hiring manager and may be invited for an interview.
How you will be evaluated for Veteran's Preference eligibility: Preference eligibles with a service-connected disability of 10% or more will be listed at the top of the highest quality category (gold).
Your resume will be evaluated based on evidence of your ability to demonstrate possession of any specialized experience and how well your background and experience relates to the self-assessment questions in the job announcement. Responses to job questions that are not fully supported by the information in your resume may result in adjustments to your rating. Any experience claimed in a cover letter should be substantiated by information contained in your resume. A HR Representative will validate the qualifications of those candidates eligible to be referred to the hiring official.
The scored occupational questionnaire will evaluate you on the following competencies; Please do not provide a separate written response.
Project Management
Reasoning
Stakeholder Management
For more information on category rating, please go to: DOC Bulletins
Please note that a complete application is required for consideration. (Please review the "Required Documents" section of this job announcement to see what must be included in a complete application).
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
1. A resume or any other written format you choose to describe your job-related qualifications; optional cover letter: Your resume should indicate your citizenship and should list your educational and work experience including titles, salary, employment dates, duties, experience and how it relates to the specialized experience in the job announcement.
Supporting Documents:
PLEASE NOTE: Applicants who meet the minimum eligibility and qualification requirements for this position may be contacted within 7 business days of the closing date of this announcement to submit follow-up supporting documentation if applicable. Applicants claiming veterans' preference entitlement or CTAP/ICTAP eligibility who fail to submit supplemental documentation within 5 business days of receiving the request will not lose consideration for this position, however they will not be entitled to special or priority consideration.
1. Veterans' Preference Documentation: If you are a veteran with preference eligibility, you will be asked to submit a copy of your DD-214 containing your discharge disposition, dates of service, and rank. If you are a preference eligible claiming a service-connected disability of 10 percent or more, you will be asked to submit documentation (i.e., a letter dated 1991 or later from the Department of Veterans Affairs or from a branch of the Armed Forces) certifying to the veteran's present receipt of compensation. Veterans must include dates of military service within the automated application process and submit a copy of each Certificate of Release or Discharge from Active Duty, DD-214. For more information, please visit Feds Hire Vets.
2. Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) documents -
CTAP applicants MUST submit the following documents: 1. A copy of your RIF separation notice, notice of proposed removal for declining a directed geographic relocation outside of the local commuting area; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice of eligibility for discontinued service retirement, or similar notice); 2. A copy of your SF-50 "Notification of Personnel Action", noting current position, grade/band level, and duty location; 3. A copy of your latest performance appraisal including your rating; and 4. Any documentation from your bureau/operating unit that shows your current promotion potential.
ICTAP applicants MUST submit the following documents: 1. A copy of your RIF separation notice, notice of proposed removal for declining a directed geographic relocation outside of the local commuting area, notice of disability annuity termination, certification from your former agency that it cannot place you after your recovery from a work-related compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement; 2. A copy of your SF-50 "Notification of Personnel Action", documenting your RIF separation, noting your position, grade/band level, and duty location, and/or Agency certification of inability to place you through RPL, etc.; 3. A copy of your latest performance appraisal including your rating; and 4. Any documentation from your agency that shows your current promotion potential.
You can upload your documents when you register or update your information on the Dept. of Commerce site which you access through the USAJobs site.
Your application and all required documents must be received by 11:59 pm ET on the closing date of this job announcement. NOTE: The preceding documents requirement are based on job requirements and individual applicant eligibility. Not all documents are applicable to all applicants; if you are unsure which documents apply to you, contact the HR Specialist listed on this announcement.
This vacancy is also being announced under the USPTO's Merit Promotion procedures for status applicants under Job Announcement Number _PATS-OPSE-25-12653337-MP. Please review that announcement to determine if you are eligible for consideration under that announcement.
You MUST apply online. If you experience difficulties with the application process or do not have access to a computer, please contact the HR Specialist listed as the point of contact before the closing date of this job announcement.
If you are a new user to the USAJobs Site and have never registered for an account, you will first need to create an account profile with your basic contact information and a resume to begin applying. You must be a registered USAJobs user AND you must be signed-in to your account in order to apply for this position. For help setting up an account or for general help using USAJobs, go to USAJobs Help Page. Once you have gathered all of the required information and are ready to begin the application process, click the "APPLY" button at the right side of the page. You will then be directed away from USAJobs to the Department of Commerce application site for USPTO. You must click "Submit" at the end of the application process to send your application for consideration.
To return to your saved application, log in to your USAJOBS account at http://www.usajobs.gov/ and click on "Applications." Click on the position title, then select "Update Application."
If you experience any difficulties with the application site, help is available! OPM has a Help feature on each page. Use this option when you need assistance.
All required supporting documents will be collected electronically via the USAJobs "Saved Documents" feature.
Personally Identifiable Information (PII)
Personally Identifiable Information (PII) is defined as information that can be traced back to a specific individual and potentially compromise their security or privacy. Examples of PII include: date of birth, Social Security Number, and place of birth.
Please ensure that you have removed all Personally Identifiable Information from all documents prior to submitting or uploading your applications material.
PATS - Office of Patents Stakeholder Experience
550 Elizabeth Lane
Mail Stop 171
P.O. Box 1450
Alexandria, VA 22313-1450
US
Next steps
You will receive a notice generated by the USAJobs System when you have successfully submitted your application.
You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website at http://usajobs.gov/ and clicking on "Track Your Online Application." The four points of notification are:
1. Application Received or Application Incomplete;
2. Minimum Qualification Requirement Met or Minimum Qualification Requirement Not Met;
3. Eligible (Application Referred to the Selecting Official) or Eligible (Application Not Referred to the Selecting Official); and
4. Selected or Not Selected
After all application packages have been received, we will review your application and transcript(s) (if you are qualifying based on education) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and you may be contacted for follow-up supplemental documentation. It is the applicant's responsibility to provide any supplemental documents or information requested by the Office of Human Resources within the allocated timeframes.
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.). You can check the status of your application by logging into USAJOBS. You may also sign up to receive automatic emails anytime the status of your application has changed by logging into your USAJobs Account, editing your profile and changing the "Notification Settings" to indicate that you want to be notified by email when the status changes. Information regarding the status of your application should be updated in the system within 2 weeks after the closing date of this job announcement.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
1. A resume or any other written format you choose to describe your job-related qualifications; optional cover letter: Your resume should indicate your citizenship and should list your educational and work experience including titles, salary, employment dates, duties, experience and how it relates to the specialized experience in the job announcement.
Supporting Documents:
PLEASE NOTE: Applicants who meet the minimum eligibility and qualification requirements for this position may be contacted within 7 business days of the closing date of this announcement to submit follow-up supporting documentation if applicable. Applicants claiming veterans' preference entitlement or CTAP/ICTAP eligibility who fail to submit supplemental documentation within 5 business days of receiving the request will not lose consideration for this position, however they will not be entitled to special or priority consideration.
1. Veterans' Preference Documentation: If you are a veteran with preference eligibility, you will be asked to submit a copy of your DD-214 containing your discharge disposition, dates of service, and rank. If you are a preference eligible claiming a service-connected disability of 10 percent or more, you will be asked to submit documentation (i.e., a letter dated 1991 or later from the Department of Veterans Affairs or from a branch of the Armed Forces) certifying to the veteran's present receipt of compensation. Veterans must include dates of military service within the automated application process and submit a copy of each Certificate of Release or Discharge from Active Duty, DD-214. For more information, please visit Feds Hire Vets.
2. Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) documents -
CTAP applicants MUST submit the following documents: 1. A copy of your RIF separation notice, notice of proposed removal for declining a directed geographic relocation outside of the local commuting area; a Certificate of Expected Separation (CES); or certification that you are in a surplus organization or occupation (this could be a position abolishment letter, a notice of eligibility for discontinued service retirement, or similar notice); 2. A copy of your SF-50 "Notification of Personnel Action", noting current position, grade/band level, and duty location; 3. A copy of your latest performance appraisal including your rating; and 4. Any documentation from your bureau/operating unit that shows your current promotion potential.
ICTAP applicants MUST submit the following documents: 1. A copy of your RIF separation notice, notice of proposed removal for declining a directed geographic relocation outside of the local commuting area, notice of disability annuity termination, certification from your former agency that it cannot place you after your recovery from a work-related compensable injury; or certification from the National Guard Bureau or Military Department that you are eligible for disability retirement; 2. A copy of your SF-50 "Notification of Personnel Action", documenting your RIF separation, noting your position, grade/band level, and duty location, and/or Agency certification of inability to place you through RPL, etc.; 3. A copy of your latest performance appraisal including your rating; and 4. Any documentation from your agency that shows your current promotion potential.
You can upload your documents when you register or update your information on the Dept. of Commerce site which you access through the USAJobs site.
Your application and all required documents must be received by 11:59 pm ET on the closing date of this job announcement. NOTE: The preceding documents requirement are based on job requirements and individual applicant eligibility. Not all documents are applicable to all applicants; if you are unsure which documents apply to you, contact the HR Specialist listed on this announcement.
This vacancy is also being announced under the USPTO's Merit Promotion procedures for status applicants under Job Announcement Number _PATS-OPSE-25-12653337-MP. Please review that announcement to determine if you are eligible for consideration under that announcement.
You MUST apply online. If you experience difficulties with the application process or do not have access to a computer, please contact the HR Specialist listed as the point of contact before the closing date of this job announcement.
If you are a new user to the USAJobs Site and have never registered for an account, you will first need to create an account profile with your basic contact information and a resume to begin applying. You must be a registered USAJobs user AND you must be signed-in to your account in order to apply for this position. For help setting up an account or for general help using USAJobs, go to USAJobs Help Page. Once you have gathered all of the required information and are ready to begin the application process, click the "APPLY" button at the right side of the page. You will then be directed away from USAJobs to the Department of Commerce application site for USPTO. You must click "Submit" at the end of the application process to send your application for consideration.
To return to your saved application, log in to your USAJOBS account at http://www.usajobs.gov/ and click on "Applications." Click on the position title, then select "Update Application."
If you experience any difficulties with the application site, help is available! OPM has a Help feature on each page. Use this option when you need assistance.
All required supporting documents will be collected electronically via the USAJobs "Saved Documents" feature.
Personally Identifiable Information (PII)
Personally Identifiable Information (PII) is defined as information that can be traced back to a specific individual and potentially compromise their security or privacy. Examples of PII include: date of birth, Social Security Number, and place of birth.
Please ensure that you have removed all Personally Identifiable Information from all documents prior to submitting or uploading your applications material.
PATS - Office of Patents Stakeholder Experience
550 Elizabeth Lane
Mail Stop 171
P.O. Box 1450
Alexandria, VA 22313-1450
US
Next steps
You will receive a notice generated by the USAJobs System when you have successfully submitted your application.
You will be notified of your application status through USAJOBS at four points during the hiring process, as applicable. You can check the status of your application by accessing the USAJOBS website at http://usajobs.gov/ and clicking on "Track Your Online Application." The four points of notification are:
1. Application Received or Application Incomplete;
2. Minimum Qualification Requirement Met or Minimum Qualification Requirement Not Met;
3. Eligible (Application Referred to the Selecting Official) or Eligible (Application Not Referred to the Selecting Official); and
4. Selected or Not Selected
After all application packages have been received, we will review your application and transcript(s) (if you are qualifying based on education) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and you may be contacted for follow-up supplemental documentation. It is the applicant's responsibility to provide any supplemental documents or information requested by the Office of Human Resources within the allocated timeframes.
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.). You can check the status of your application by logging into USAJOBS. You may also sign up to receive automatic emails anytime the status of your application has changed by logging into your USAJobs Account, editing your profile and changing the "Notification Settings" to indicate that you want to be notified by email when the status changes. Information regarding the status of your application should be updated in the system within 2 weeks after the closing date of this job announcement.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
