Clarification from the agency

Current FCC Employees Only

• Incumbent serves as the Deputy Division Chief and is responsible for planning, directing, and executing the programs and functions of CICD. Determines scope and extent of programs to be undertaken within overall mission and proportion of total resources to be devoted to individual activities, considering workload, priorities, and urgent program requirements. Establishes policies and priorities for CICD under the direction of the Division Chief and senior management. Determines resource requirements and justifies same. Continuously evaluates progress of operations through discussion with subordinates and review of reports and documents; takes action to adjust priorities and resources to meet urgent needs and to improve effectiveness of operations.
• Directs the work of staff. Assigns new functions and provides policy and priority guidance. Provides definitive decisions of technical problems raised by subordinates in their program areas. Initiates and directs special studies in problem areas. Develops and implements programs to build and maintain employee morale at high levels. Supports and establishes team building programs.
• Produces, compiles, and analyzes statistical data to determine trends in workload, allowing more effective utilization of staff and resources in reaching established goals.
• Incumbent is responsible for overseeing CICD’s informal complaint case management process, which includes assignment, tracking, resolution, and follow-up, if necessary, of cases.

Conditions of employment

• FCC Employees Only.
• Suitable for employment as determined by a background investigation.
• Current FCC employees must provide SF-50 verifying grade & status.
• Resume must not exceed two pages and must meet resume format criteria.

In order to be considered for this position, applicants must:

-Currently be employed in the Federal Communications Commission in positions serving under career or career conditional appointments.

ALL FCC EMPLOYEES MUST provide a legible Personnel Action, SF-50, that verifies your status and highest permanently held grade.  If an SF-50 is not submitted, the application will be rated as ineligible. To request a copy of your SF-50 please send an email to PersonnelRecordsRequest@fcc.gov

Qualifications

Interested candidates should be passionate about the ideals of our American republic, committed to upholding the rule of law and the U.S. Constitution, and committed to improving the efficiency of the Federal government. Hiring decisions will not be based on race, sex, color, religion, or national origin.

Applicants must meet eligibility and qualification requirements by the closing date of this announcement.  Current Federal employees must meet time-in-grade requirements by the closing date of this announcement.  

Specialized Experience:  Applicants must have a minimum of one year of specialized experience equivalent to at least the GS-13 in the Federal service.  For this position, specialized experience includes the following:    

1) Experience overseeing, supervising, and managing the overall operations of a contact center which is responsible for handling consumer inquiries and informal complaints.
2) Experience producing, compiling, and analyzing data from contact center software and other platforms to determine workload trends, identify potential enforcement and policy initiatives, and improve management processes.
3) Experience supervising contact center agents, data analysts, and support staff.
4) Experience serving as a liaison between telecommunication industry representatives, public interest groups, the general public, and the Commission or a Federal agency.

PART-TIME OR UNPAID 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 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.

How you will be evaluated

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

Optional Four Essay Questions

At the time of application, applicants have the option of answering the following four short, free-response essay questions.

1. How has your commitment to the Constitution and the founding principles of the United States inspired you to pursue this role within the Federal government? Provide a concrete example from professional, academic, or personal experience.
2. In this role, how would you use your skills and experience to improve government efficiency and effectiveness? Provide specific examples where you improved processes, reduced costs, or improved outcomes.
3. How would you help advance the President’s Executive Orders and policy priorities in this role? Identify one or two relevant Executive Orders or policy initiatives that are significant to you, and explain how you would help implement them if hired.
4. How has a strong work ethic contributed to your professional, academic or personal achievements? Provide one or two specific examples, and explain how those qualities would enable you to serve effectively in this position.

Applicants will be required to certify that they are using their own words, and did not use a consultant or AI (such as a large language model [LLM]). The responses to each question cannot exceed 200 words per question.

All applicants will be rated on the extent and quality of experience and education relevant to the duties of the position.  An automated score is administered based on the on-line application process used.  Eligible applicants will receive a numerical rating based on their responses to the job specific questions for this position.

There are several parts to the application process that affect the overall evaluation of your application including:

1. the core questions
2. the vacancy questions
3. supplemental documentation (e.g., DD-214, SF-50, SF-15, transcripts), if applicable; and
4. your resume.

Applicants will be rated ineligible, if they do not respond to job specific questions provide supplemental documents and submit resume.  For more information, please click on Rating Process

Subject matter experts will review your application to determine if you meet the following required Knowledge, Skills and Abilities (KSA's):

• Knowledge of the mission, programs, principles, and goals of the Commission. Knowledge of all aspects of planning, operations, and implementation of internal and external information dissemination resources and customer service.
• Leadership skills to manage and coordinate the work of others; the ability to establish rapport with, negotiate, and provide guidance and direction to all levels of employees in order to ensure uniformity and efficiency in operations.
• Ability to conduct workload trend management to ensure effective utilization of staff and resources.
• Ability to oversee, lead and direct the informal complaint process.

If you are deemed to be qualified by the Subject Matter Experts, your application will be referred to the hiring manager for hiring consideration. Alternatively, if your application is not deemed as qualified by the Subject Matter Experts, your application will not be referred to the hiring manager for hiring consideration.