Clarification from the agency

This announcement is open to: All U.S. Citizens; Retained Grade Preference (RGP) eligibles, and Military Reserve and National Guard Technician eligibles in the commuting area may also apply.

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As a SUPERVISORY PROGRAM SPECIALIST (Division Chief, Customer Experience Division) you will be responsible for the following duties:

• Provides visionary leadership and strategic direction for the DCSA's CX program, ensuring alignment with agency strategic goals, federal mandates, and customer needs. Leads the development, implementation, and maturation of CX strategies, driving a customer-centric culture across the organization.
• Establishes and leads CX governance efforts, including the creation of a CX Council to align initiatives across DCSA directorates, enterprise services, and external oversight bodies
• Builds, manages, and develops a high-performing team of CX professionals, fostering a collaborative, innovative, and results-driven work environment. Provides mentorship, coaching, and performance management to ensure team members excel in their roles and contribute effectively to the DCSA mission.
• Leads initiatives to gather and analyze customer feedback through various channels (e.g., journey maps, VoC), identifying pain points and opportunities for improvement. Oversees the design and implementation of streamlined customer-facing processes, enhanced self-service options, and improved accessibility to DCSA services.
• Establishes and maintains strong relationships with internal and external stakeholders, including government agencies and industry partners. Represents DCSA in CX-related engagements, communicating the agency's vision, priorities, and progress, and advocating for customer-centric solutions.
• Defines and tracks key CX performance metrics, using data analytics to identify trends, insights, and opportunities for continuous improvement. Develops and presents regular reports to DCSA leadership, providing data-driven recommendations to enhance the customer experience and achieve organizational goals.

Conditions of employment

• Must be a US citizen
• Selective Service Requirement: Males born after 12-31-59 must be registered for Selective Service. For more information http://www.sss.gov
• Resume and supporting documents received by 11:59PM EST will be considered
• This is a Drug Testing designated position
• Position is a (DCIPS) position in the Excepted Service under U.S.C. 1601
• Work Schedule: Full Time
• Overtime: Occasionally
• Tour of Duty: Flexible
• PCS (Permanent Change of Station): Not Authorized
• Fair Labor Standards Act (FLSA): Exempt
• Financial Disclosure: Required
• Telework Eligibility: Supervisors may approve situational telework on a case-by-case, temporary basis for limited situations.
• If selected, the incumbent must obtain and maintain appropriate security clearance as indicated in job announcement.

Qualifications

The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See:https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/miscellaneous-administration-and-program-series-0301/ for OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 12/15/2025

Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies/knowledge, skills and abilities necessary to successfully perform the duties of the position.

You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GS/GG-14) in the Federal service and are prepared to take on greater responsibility.
Generally, this would include one year or more of such specialized experience.

Specialized experience for this position includes:

• Developed and implemented comprehensive Customer Experience (CX) strategies and action plans that achieved organizational goals and complied with mandates.
• Directed and managed large, complex, and multi-faceted programs involving a variety of CX-related activities.
• Used data analytics and performance metrics to inform decision-making, and drive continuous improvement of customer experience within an organization.
• Applied federal/industry CX policies and guidelines in a practical setting.

Specifically you will be evaluated on the following competencies:
1. Creativity and Innovation -Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes.

2. Qualitative/Quantitative Analysis - Developing and applying quantitative and qualitative analytic methods to identify, collect, process, and analyze large data sets.

3. Customer Service -Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

4. Program Management-Designs, implements and manages multiple or ongoing programs/projects, and directs the related resources, personnel and activities.

5. Leadership-Influences, motivates, and challenges others; adapts leadership styles to a variety of situations.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire.

Application Questionnaire: Applicants must complete a screen out questionnaire as part of the application process. Applicants identified as meeting the basic education requirement and minimum qualifications for the position may move on.

EXCEPTED SERVICE PILOT REVIEW: Once the application process is complete, a review of your application will be made to ensure you meet the qualification requirements listed on this announcement. All applicants who meet the basic qualification requirements will be forwarded to the Selecting Official for consideration.

To be considered for this position, you must complete all required steps in the process. In addition to the application and application questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

Top ranked candidates will be referred to the selecting official for further review and consideration.

A review of your resume and supporting documentation will be made and compared against your responses to the Assessment Questionnaire to determine if you are qualified for this job. If your resume is incomplete or does not support the responses provided in the Assessment Questionnaire, or if you fail to submit all required documentation, you will be rated 'ineligible', 'not qualified'.

Please follow all instructions carefully. Errors or omissions may affect your consideration for employment.

All eligibility and qualifications requirements must be met by the closing date of this announcement.