Associate Director, Division of Consumer Response & Operations

Washington, D.C
Jun 30, 2022
Jul 07, 2022
Executive, Director
Full Time

The incumbent is responsible for the following program areas:

- Oversees the management of the Consumer Sentinel Network database that contains information from reports that consumers make to the Commission about fraud and other consumer problems, as well as consumer complaints from numerous other entities.

- Coordinates and plans with other agencies and private companies that collect and process
consumer complaints.

- Manages the Sentinel Network Services contract, which governs the operation of the Consumer Response Center, the Consumer Sentinel Network, and the National Do Not Call Registry. The Consumer Response Center responds to hundreds of thousands of consumer complaints and inquiries each year. The Consumer Sentinel Network is a multi-national, multi-state computerized consumer complaint database and online investigative tool that enables secure access to the FTC staff and its law enforcement partners across the U.S. and around the world to search consumer complaints.

- Leads the effort to increase the number of organizations that contribute to and make use of the Consumer Sentinel Network data. Develops methods and agreements for information sharing with law enforcement agencies within and outside of the U.S., maintaining collaborative working relationships with the other organizations. Advances the investigative capabilities of the Consumer Sentinel Network for the benefit of law enforcement members.

- Oversees the proper functioning and ongoing development of transactional websites, such as,,, and, to include ensuring an easy interface and presentation of appropriate consumer advice and education.

- Leads a communications strategy to disseminate aggregated data from the Consumer Sentinel Network; analytical reports, such as FTC Data Spotlights; and redress distributions. Supports efforts to use Consumer Sentinel Network data for fraud research.

- Oversees the administration of the consumer redress program and ensures the program operates efficiently with adequate financial safeguards and secures the maximum benefit for consumers.

- Oversees Division staff in measuring results of consumer protection programs for the Performance and Accountability Report, developing the Bureau's annual budget, and integrating the budget and strategic planning process.

- Coordinates the strategic planning for the agency's consumer protection mission and collaborates with Bureau divisions in developing the plan, which provides the data and analysis that assist the divisions and regional offices in planning how to target law enforcement and education efforts and allocate resources.

- Oversees the maintenance of the records for the Bureau and the provision of administrative services to the Bureau.


Conditions of Employment

  • You must be a U.S. citizen to qualify for this position.
  • Background investigation (Public Trust) is required.
  • You will serve a one-year probationary period unless you have previously completed the probationary period in the Senior Executive Service (SES).
  • The individual selected will be required to file an Executive Branch Personnel Financial Disclosure Report (OGE Form 278) in accordance with the Ethics in Government Act of 1978.
  • Due to COVID-19, the FTC is currently in a maximum telework posture through August 31, 2022. In addition, the agency is currently exploring the possibility of having a remote workforce for current and future employees beyond September 2022.
  • If selected, you will be permitted to temporarily telework from a location outside the local commuting area.
  • However, once employees are permitted to return to the office, you may be required to report to the duty station listed on this announcement within 60 days. At that time, you will be eligible to request telework in accordance with the FTC?s policy.


As a basic requirement, applicants must demonstrate technical and professional competence as described in the Mandatory Professional Credentials/Technical Qualifications section below and executive leadership capabilities as described in the Executive Core Qualifications (ECQs) of the SES listed below. Typically, experiences of this nature will have been gained at or above the GS-15 grade level or its equivalent in federal service, or with state or local government, private industry, or nongovernmental organizations.

If you are a current career member of the SES, are eligible for reinstatement into the SES, or have completed an SES Candidate Development Program and have been certified by the Office of Personnel Management's (OPM) Qualifications Review Board (QRB), you can apply for competitive and/or noncompetitive consideration. For competitive consideration, you must submit a resume and written statements addressing the Mandatory Professional Credentials/Technical Qualifications, ECQs, and other applicable qualifications. For noncompetitive consideration, you must submit your resume, written statements addressing the Mandatory Professional Credentials/Technical Qualifications, and other applicable qualifications. Written statements addressing the ECQs are not necessary for noncompetitive consideration. You must also provide documentation of QRB certification (i.e., SF-50 showing career SES status or OPM-issued SES qualification certificate).


Mandatory Technical Qualifications (should not exceed two pages per qualification):
1. Experience in consumer protection law, including working with law enforcement and educating consumers on deceptive or unfair practices.
2. Knowledge of and experience with database development and management.
3. Experience in managing all facets of an information technology office, including leading, managing, and supervising people, managing allocated financial resources, strategic planning, program evaluation, human resources management, and contract negotiations and management.

EXECUTIVE CORE QUALIFICATIONS: All applicants must submit written statements describing accomplishments that would satisfy the ECQs. You must respond to all ECQs and address each one separately, as failure to do so will result in a rating of 'ineligible' for the position. You can find additional information on the ECQs in the Guide to Senior Executive Service Qualifications. A good competency-based qualifications statement should address the following elements for each ECQ: (a) the goal, problem, or activity and its challenge, (b) the context or environment in which the activity took place, (c) specific actions you took to address the challenge, and (d) the results or impact of the activity. Each accomplishment should be clear, concise, and emphasize your level of responsibilities, the scope and complexity of the programs you managed, and the results of your actions. You are strongly encouraged to review the Guide to Senior Executive Service Qualifications. The ECQ statement, addressing all five ECQs, may be no longer than ten pages.

ECQ 1 - Leading Change: This ECQ involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.

ECQ 2 - Leading People: This ECQ involves the ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports the constructive resolution of conflicts.

ECQ 3 - Results Driven: This ECQ involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.

ECQ 4 - Business Acumen : This ECQ involves the ability to manage human, financial, and information resources strategically.

ECQ 5 - Building Coalitions: This ECQ involves the ability to build coalitions internally and with other federal agencies, state and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals.


There is no education requirement for this position.

Additional information

1. The agency may reimburse relocation expenses.
2. If we select you for an initial career appointment to an SES position, the OPM QRB must approve your ECQs prior to appointment. A selection is tentative until we obtain a QRB certification.
3. You must complete a Declaration for Federal Employment before we can hire you in order to certify the accuracy of your written application and provide the information necessary to determine your suitability for federal employment.
4. If you are a male applicant born after December 31, 1959 and we select you for this position, you must certify prior to appointment that you registered for the military selective service.
5. If we select you for this position, you must complete personnel suitability documents. Your appointment is contingent upon the successful completion of an appropriate background investigation.
6. Veterans' preference does not apply to SES positions.
7. The FTC provides reasonable accommodations, where appropriate, to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the FTC. The agency considers requests for reasonable accommodation on a case-by-case basis. Questions about the FTC's accommodation policy can be directed to Adam Mahan at
8. The Ethics in Government Act, PL 95-521, requires the applicant selected for this position to submit a financial disclosure statement, SF-278, prior to assuming the SES position, annually while employed, and upon termination of employment. You may also be subject to post employment restrictions.
9. Your application includes information subject to the Privacy Act (P.L. 93-579, 5 U.S.C. 552a). This information is necessary to determine qualifications for employment, and collection is authorized under Title 5 of the U.S. Code, 3302 and 3361.
10. The FTC is required to solicit applicant cooperation in assessing the applicant pools we are reaching with our vacancy announcements. We ask that you complete and return a "Demographic Information" form. Please note that an applications intake clerk will remove this document from your application package upon its arrival in the office and will immediately direct it to the Equal Employment Opportunity office. The form is not associated with your application in any part of the examining process and is not available to human resources management or selecting officials in any way during the hiring process. After we fill the position, such information is available to the HCMO only as part of an aggregate statistical number. We appreciate your cooperation and invite you to call us at the contact number listed below if you have any questions or concerns about using this form. We ask that you access and complete the form, write the vacancy announcement number at the top of the first page, and send us the completed form along with your application package.
11. We will not accept applications received in government postage-paid envelopes.