The Head of Phone Operations serves as a pivotal member of the Digital Services senior leadership team, providing executive direction, strategic leadership, and oversight for the national 800 Number Network (N8NN)-one of the largest and most visible customer service operations in federal government. The incumbent directly supports the Chief of Digital Services by leading the strategic direction, management, and implementation of continuous service quality improvements of the agency's N8NN.
Summary
The Head of Phone Operations serves as a pivotal member of the Digital Services senior leadership team, providing executive direction, strategic leadership, and oversight for the national 800 Number Network (N8NN)-one of the largest and most visible customer service operations in federal government. The incumbent directly supports the Chief of Digital Services by leading the strategic direction, management, and implementation of continuous service quality improvements of the agency's N8NN.
All groups of qualified individuals within the Civil Service and individuals with SES reinstatement eligibility may apply.
Additionally, current career Senior Executive Service (SES) members, OPM certified graduates of an SES Candidate Development Program (CDP), and individuals with SES reinstatement eligibility may be considered noncompetitively.
The Head of Phone Operations provides executive leadership for the management, modernization, and continuous improvement of the national 800 number network (N8NN), including oversight of all phone product, platform, and analytics functions. Accordingly, they lead the strategic direction, management, and continuous improvement of the agency's N8NN phone product and analytics, fostering a culture of innovation, accountability, and ongoing N8NN improvement.
Additionally, the Head of Phone Operations is also responsible for the following:
Directly supporting the expansion and modernization of digital service, through the N8NN services, including processes designed to improve user experience and service delivery.
Overseeing the planning and conducting of studies, pilots, and analyses on a variety of multi-channel communication services provided by SSA to improve the overall customer experience. They maintain detailed customer experience analytics from management information systems to identify specific operating areas for measuring and improving customer service.
Providing broad operational support in the areas of service delivery plans, operational strategies, and quality, including national oversight and direct support for SSA's Call Answering Sites, and evaluating SSA's telephone service to customers delivered by the N8NN and field office phone networks.
To be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan).
Must be a U.S. Citizen or National.
Subject to a 1-year supervisory probationary period (unless already completed).
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
May be subject to pre-employment and random drug tests.
Must file a Confidential Financial Disclosure Report OGE-278e within 30 days of appointment and annually from then on.
You may be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
There are three key documents that contain important information about your rights and obligations. Please read and retain these documents:
FD-258 Privacy Act Statement - FBI (this is the same statement used when your fingerprints are submitted as part of your background investigation); and
SEAD-3-Reporting-U.pdf (dni.gov), (applicable to those who hold a sensitive position or have eligibility for access to classified information).
Qualifications
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Candidates will not be hired based on their race, sex, color, religion, or national origin.
The application process used to recruit for this position is RESUME BASED. It is important that your resume be complete and thorough, following the requirements outlined below.
As a basic requirement, to meet the minimum qualification requirements for this position, applicants MUST demonstrate progressively responsible leadership experience that is indicative of senior executive level managerial capability and directly related to the skills and abilities outlined under Executive Core Qualifications and Mandatory Technical Qualifications within their resume - NOT TO EXCEED 2 PAGES. Resumes over the 2-page limit will not be reviewed beyond page 2, or may be disqualified. Your resume should include examples of experience, education, and accomplishments applicable to the qualification(s). If your resume does not reflect demonstrated evidence of these qualifications, you may not receive consideration for the position.
There is NO requirement to prepare a narrative statement specifically addressing the Executive Core Qualifications (ECQs) or the Mandatory Technical Qualifications (TQs).
To be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan). Typically, experience of this nature will have been gained at or above the GS-15 grade level in the Federal service or its equivalent with state or local government, the private sector, or non-governmental organizations. Failure to meet this basic qualification requirement and all executive and technical qualification factors automatically disqualifies an applicant.
NOTE: If you are (1) a member of the SES, (2) have been certified through successful participation in an Office of Personnel Management (OPM) approved SES Candidate Development Program (SESCDP), or (3) have SES reinstatement eligibility, you must attach proof (e.g., SF-50, Certification by OPM's SES Qualifications Review Board (QRB)) of your eligibility for noncompetitive appointment to the SES.
TECHNICAL QUALIFICATION (TQ): Your resume should demonstrate accomplishments that would satisfy the technical qualifications.
1. Demonstrated executive-level experience leading large-scale, multi-site call center operations, including strategic initiatives, technology integration, and the use of analytics to drive operational improvements and meet organizational service goals.
DESIRABLE QUALIFICATIONS (DQs):
1. Advanced knowledge of phone system technologies and call center analytic platforms.
2. Demonstrated executive-level experience evaluating national service delivery operations, with a focus on improving quality and customer satisfaction in high-volume, public-facing environments.
EXECUTIVE CORE QUALIFICATIONS (ECQs): In addition to the Technical Qualification requirements listed above, all new entrants into the Senior Executive Service (SES) under a career appointment will be assessed for executive competency against the following five mandatory ECQs. If your 2-page resume does not reflect demonstrated evidence of the ECQs and TQs you may not receive further consideration for the position.
There are five ECQs:
ECQ 1:Commitment to the Rule of Law and the Principles of the American Founding - Demonstrated knowledge of the American system of government, commitment to uphold the Constitution and the rule of law, and commitment to serve the American people;
ECQ 2: Driving Efficiency - Demonstrated ability to strategically and efficiently manage resources, budget effectively, cut wasteful spending, and pursue efficiency through process and technological upgrades;
ECQ 3: Merit and Competence - Demonstrated knowledge, ability, and technical competence to effectively and reliably produce work that is of exceptional quality;
ECQ 4: Leading People - Demonstrated ability to lead and inspire a group toward meeting the organization's vision, mission, and goals, and to drive a high-performance, high-accountability culture. This includes, when necessary, the ability to lead people through change and to hold individuals accountable; and
ECQ 5: Achieving Results - Demonstrated ability to achieve both individual and organizational results, and to align results to stated goals from superiors.
**Note for Current and/or Former Political Appointees: OPM must authorize any employment offers we make to current or former (within the last 5 years) political Schedule A, Schedule C, or Non-Career SES employees in the executive branch. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose that to the Human Resources Office within your application package.
Education
This job does not have an education qualification requirement.
Additional information
Duty station will be aligned to an SSA office, with Chief approval.
Veterans Preference: Veterans' preference is not applicable to the SES.
Mobility: Organizational and geographical mobility is essential in developing and managing SES leaders. Individuals selected for SES positions members may be subject to reassignment across geographical, organizational, and functional lines, and may be required to sign a Reassignment Rights and Obligation Agreement.
All application materials are subject to the provisions of the Privacy Act and become property of SSA.
If you are unable to apply online or need to fax a document you do not have in electronic form, please contact ashley.tates@ssa.gov.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
Do not list a Social Security Number or Date of Birth on any attachment.
Once the application process is complete, a Human Resources Specialist will conduct a review of your resume and supporting documentation. If you meet minimum qualifications, your Application Package will be further reviewed to determine if you possess the Executive Core Qualifications (ECQ) and Technical Qualifications (TQ) listed above. The ECQs and TQ must be thoroughly addressed within your two (2) page resume. Separate narratives will not be accepted or reviewed. Highly Qualified applicants may undergo one or more interviews and may be referred to the selecting official for further consideration, including reference checks.
You will be evaluated on the quality and extent of your accomplishments and experience. Your application will be rated and ranked by an SES Rating Panel, comprised of at least three SES members, using only the information submitted within the application package. Applicants determined to be Highly Qualified must demonstrate sufficient possession of the ECQs, TQ, and DQs, and will be referred to the hiring organization for further consideration.
Upon selection, if you have not provided evidence of noncompetitive status (i.e., a current SES, OPM Qualifications Review Board (QRB) certified SESCDP graduate, or SES reinstatement eligible), you must participate in a Structured Interview assessment based on the ECQs conducted by an OPM QRB prior to appointment. Your application will be forwarded to OPM for review and certification by the QRB.
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.
A complete application includes items described below. Please note that if you do not provide all required information, as specified, and by the closing date of the announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Resume (2-page maximum) - All applicants are required to submit a resume limited to two (2) pages (i.e., 1 page that is double-sided or 2 pages that are one-sided each) showing all relevant experience. Applicants seeking initial career appointment to the Senior Executive Service (SES) must include evidence of the ECQs and TQs. PLEASE DO NOT USE USAJOBS RESUME BUILDER.
Vacancy Assessment Questionnaire Responses - Responses are automatically submitted through USA Jobs/Application Manager when you apply to this vacancy.
Additional Required Documents - Applicants are required to submit the following supporting documentation, if applicable:
CURRENT OR FORMER SES MEMBERS: Must provide your SES appointment SF-50 (Notification of Personnel Action), and an SF-50 showing current career SES status or career SES reinstatement eligibility. You must meet all TQs.
SES CANDIDATE DEVELOPMENT PROGRAM (SESCDP) GRADUATES: Verification of successful completion of an OPM-approved SESCDP and OPM SES QRB certification. You must meet all TQs.
Failure to provide the proper documentation may result in the rating and ranking of your application under competitive procedures, which requires you to demonstrate possession of the ECQs within your 2-page resume.
CURRENT FEDERAL CIVIL SERVICE EMPLOYEES: If you are a current Federal employee, you must submit a recent Notification of Personnel Action (SF-50) to substantiate your minimum qualifications eligibility. The provided SF-50 must reflect your grade/step (e.g., a Within-Grade Increase or Promotion/Reassignment), tenure, and type of service. Providing an SF-50 that does not contain the required information (such as an award SF-50), or that is heavily redacted, may result in an ineligible rating.
Strongly Recommended: Most recent performance evaluation
If you are a current or former political appointee within the last five (5) years, including Schedule A, Schedule C, or Non-Career SES, please submit documentation of your appointment, including a copy of your SF-50.
Failure to submit any of the required documents by the closing date of the announcement (10/06/2026) will result in your removal from consideration for this position.
To be considered for this position, you must submit a complete application no later than 11:59 PM (Eastern Time) on the closing date of the announcement - 10/06/2026. If you fail to submit a complete application prior to the closing time, the application system will not allow you to finish. Requests for extensions will not be granted, so please begin the application process with enough time to finish before the deadline.
To apply for this position, you must complete this application and submit any required documents specified in the Required Documents section and submit by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select and upload your resume and/or other required documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the "Include Personal Information" section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
It is applicant's responsibility to verify that information entered and uploaded, (i.e., resume and other required documents) is complete, accurate, and submitted by the closing date. Human Resources will not modify or change any part of your application.
Application packages will NOT be accepted via mail.
Digital Services
6401 SECURITY BLVD
Woodlawn, MD 21207
US
Next steps
To verify the status of your application, sign in to your USAJOBS account (https://www.usajobs.gov/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A complete application includes items described below. Please note that if you do not provide all required information, as specified, and by the closing date of the announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Resume (2-page maximum) - All applicants are required to submit a resume limited to two (2) pages (i.e., 1 page that is double-sided or 2 pages that are one-sided each) showing all relevant experience. Applicants seeking initial career appointment to the Senior Executive Service (SES) must include evidence of the ECQs and TQs. PLEASE DO NOT USE USAJOBS RESUME BUILDER.
Vacancy Assessment Questionnaire Responses - Responses are automatically submitted through USA Jobs/Application Manager when you apply to this vacancy.
Additional Required Documents - Applicants are required to submit the following supporting documentation, if applicable:
CURRENT OR FORMER SES MEMBERS: Must provide your SES appointment SF-50 (Notification of Personnel Action), and an SF-50 showing current career SES status or career SES reinstatement eligibility. You must meet all TQs.
SES CANDIDATE DEVELOPMENT PROGRAM (SESCDP) GRADUATES: Verification of successful completion of an OPM-approved SESCDP and OPM SES QRB certification. You must meet all TQs.
Failure to provide the proper documentation may result in the rating and ranking of your application under competitive procedures, which requires you to demonstrate possession of the ECQs within your 2-page resume.
CURRENT FEDERAL CIVIL SERVICE EMPLOYEES: If you are a current Federal employee, you must submit a recent Notification of Personnel Action (SF-50) to substantiate your minimum qualifications eligibility. The provided SF-50 must reflect your grade/step (e.g., a Within-Grade Increase or Promotion/Reassignment), tenure, and type of service. Providing an SF-50 that does not contain the required information (such as an award SF-50), or that is heavily redacted, may result in an ineligible rating.
Strongly Recommended: Most recent performance evaluation
If you are a current or former political appointee within the last five (5) years, including Schedule A, Schedule C, or Non-Career SES, please submit documentation of your appointment, including a copy of your SF-50.
Failure to submit any of the required documents by the closing date of the announcement (10/06/2026) will result in your removal from consideration for this position.
To be considered for this position, you must submit a complete application no later than 11:59 PM (Eastern Time) on the closing date of the announcement - 10/06/2026. If you fail to submit a complete application prior to the closing time, the application system will not allow you to finish. Requests for extensions will not be granted, so please begin the application process with enough time to finish before the deadline.
To apply for this position, you must complete this application and submit any required documents specified in the Required Documents section and submit by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select and upload your resume and/or other required documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the "Include Personal Information" section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
It is applicant's responsibility to verify that information entered and uploaded, (i.e., resume and other required documents) is complete, accurate, and submitted by the closing date. Human Resources will not modify or change any part of your application.
Application packages will NOT be accepted via mail.
Digital Services
6401 SECURITY BLVD
Woodlawn, MD 21207
US
Next steps
To verify the status of your application, sign in to your USAJOBS account (https://www.usajobs.gov/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
