CHIEF CUSTOMER EXPERIENCE OFFICER
Occasional travel - You may be expected to travel up to 5% for this position.
Relocation expenses reimbursed No
One year of specialized experience equivalent to the GS-14 grade level in the Federal service performing duties such as developing and analyzing high level customer experience data, estimates, and statistics; leading high level company-wide initiatives to identify and improve services to internal and external customers; leading the development of high level company-wide customer service standards, policy, and planning; leading the development of company-wide customer service training and evaluation methods; providing consultation services on customer experience best practices, resource materials, tools, and pertinent industry trends and contacts; communicating customer service initiatives, goals, and best practices internally and externally through a variety of communication methods; directing and supervising staff engaged in customer experience functions.
Merit promotion applicants must meet time in grade requirements as defined in 5 CFR 300, Subpart F. One year at the GS-14 level is required to meet the time-in-grade requirement for the GS-15 level.
Qualifications within 30 days: You must meet all of the qualifications and eligibility requirements within 30 days of the closing date of this announcement.
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.
This job does not have an education qualification requirement.
Note: National Archives uses E-verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit, http://www.e-verify.gov.
This job opportunity announcement may be used to fill additional vacancies if they occur within 90 days.
Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, you must be a preference eligible or a Veteran separated after 3 years or more of continuous active service performed under honorable conditions.
Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: (1) meet CTAP or ICTAP eligibility criteria; (2) be rated well-qualified for the position with a score of 85 or above; and, (3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information, visit: http://www.opm.gov/rof/employee_guides/career_transition.asp.
Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements:
- Persons with Disabilities-Schedule A
- Special Hiring Authorities for Veterans
- Special Hiring Authority for Certain Military Spouses
- Other Special Appointment Authorities
You will be evaluated for this job based on how well you meet the qualifications above.
Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
- Customer Service
- Execution and Results
- Interpersonal Skills
- Leads Teams
- Manages Human Resources
- Problem Solving
- Professional Credibility