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Supervisory Customer Operations Division Chief

Department of Defense
Defense Logistics Agency
This job announcement has closed

Summary

See below for important information regarding this job.

Overview

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Reviewing applications
Open & closing dates
07/11/2025 to 07/18/2025
Salary
$137,222 to - $178,388 per year
Pay scale & grade
GS 14
Location
1 vacancy in the following location:
Philadelphia, PA
Remote job
No
Telework eligible
Yes—as determined by the agency policy.
Travel Required
Occasional travel - You may be expected to travel for this position.
Relocation expenses reimbursed
No
Appointment type
Term - NTE 2 years
Work schedule
Full-time
Service
Competitive
Promotion potential
None - 14
Supervisory status
Yes
Security clearance
Secret
Drug test
Yes
Announcement number
DLATrpSpt-25-12759596
Control number
840530500

This job is open to

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Clarification from the agency

Agency means current permanent DLA employees in the commuting area.

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Duties

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  • Serves as Chief of the Customer Facing Division, responsible for a wide variety of customer support functions.
  • Represents the Directorate as a customer advocate and a liaison with DLA personnel in forecasting anticipated customer requirements.
  • Works with Supervisors in the Division to ensure customer requirements and service agreements are met in terms of quality of service, timeliness, and accuracy of order fulfillment and accuracy of demand forecasting.
  • Reviews and approves the implementation of improvements to marketing strategies, customer relations, business developments and customer demand profiles.
  • Works directly with the Supplier Facing Division Chiefs to ensure adequate support is available to resolve customer discrepancies and emergency requests and ensure customer requirements for good and services are executed.
  • Reviews all Key Performance Indicators (KPIs) and metrics pertaining to Customer Relationship Management (CRM) cells, demand planning, supply chain management and Enterprise Business Systems.

Requirements

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Conditions of employment

  • Must be a U.S. citizen
  • Tour of Duty: (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work) Flexible
  • Security Requirements: Non-Critical Sensitive with Secret Access
  • Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
  • Fair Labor Standards Act (FLSA): Exempt
  • Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
  • Recruitment Incentives: Not Authorized
  • Supervisory Probation: Required
  • Completion of Supervisory Certification Program: Required
  • Bargaining Unit Status: No
  • Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addt'l Info.

Qualifications

To qualify for a Supervisory Customer Operations Division Chief, your resume and supporting documentation must support:

A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To qualify at the GS-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes:

  • Experience working on a team which has an impact on the planning, research and development, production, testing, and delivery of commodities, equipment, services, and programs for a global customer base.
  • Provides assignments, guidance to, and appraises work of subordinate personnel.
  • Experience with applying laws, regulations, policies, and procedures used in supply and demand planning, order fulfillment quality assurance, and inventory management.
  • Experience evaluating trends and conditions in order to assess a technical/quality program.
  • The incumbent must have a clear understanding of applicable automated systems that support audit readiness, to include manual and system processes and their associated internal controls.
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

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional information

For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf

Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF

Position requires DoD Acquisition Life Cycle Logistics, Advanced certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources.

Information for Veterans is available at: https://www.dla.mil/Careers/Programs/. As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement.

Drug-Free Workplace Policy

The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing.

Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing.

The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids.

ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal.

This position is being filled as Temporary appointment not-to-exceed (NTE) (2 years). Current permanent DLA employees eligible as a Promotion, this position will be filled as a Temporary Promotion NTE 2 years and may be extended up to a total of five years or converted to a permanent promotion without further competition. Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade, this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time. Upon termination/expiration of the temporary assignment, placement will be either to the gaining or previous organization in accordance with DLA policy (DLAI 1442.04) regarding placement rights after a time-limited assignment. For all others, if selected, this would be a Temporary/Time-Limited Appointment NTE (2 years), and extended in increments of up to one year, NTE a total of three years. The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion.

How you will be evaluated

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

The assessments for this job will measure the following Competencies:

  • Program Planning, Review and Evaluation
  • Integrated Logistics Support (LS) Planning
  • Policy Coordination
  • Customer Operations and Requirements
Supervisory Competencies:
  • Accountability
  • Conflict Management
  • Customer Service
  • Developing Others
  • Flexibility
  • Influencing/Negotiating
  • Interpersonal Skills
  • Problem Solving
  • Resilience
  • Strategic Thinking
Once the application process is complete, a review of your resume and supporting documentation may be completed and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The rating you receive is based on your responses to the assessment questionnaire and USA Hire assessments. The score is a measure of the degree to which your background matches the competencies required for this position. If your resume and/or supporting documentation is reviewed and a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.

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