Lead Management and Program Analyst

Washington, D.C
Oct 19, 2019
Oct 24, 2019
Full Time


You are encouraged to read the entire announcement before you submit your application package. Your application may not receive full consideration if you do not follow the instructions as outlined.

This position is in the Ronald Reagan Building and International Trade Center , 1300 Pennsylvania Ave., NW., Washington, DC, in the Bureau for Management's Office of Management Policy, Budget and Performance Division at the U.S. Agency for International Development (USAID).

Learn more about this agency


The Performance Division oversees USAID's central functions related to operational management planning, performance and reporting of its international development programs. The position serves as Customer Service Management and Program Analyst Team Leader; represents the division in agency and inter-agency working groups or other fora; plans, coordinates and evaluates customer service initiatives; and serves as an expert adviser to Agency senior leadership on matters related to those initiatives and activities.

As a Lead Management and Program Analyst, your duties will include the following:
  • Serves as an expert consultant and senior advisor to the Management Operations Council sub-committee on Field Services on the most challenging Agency customer service issues. Provide authoritative advice and guidance to resolve, implement, or manage operational or customer service issues that involve major areas of uncertainty in approach or methodology, such as major Agency programs of national scope and impact.
  • Serves as an Agency expert, overseeing efforts that analyze the effectiveness of Agency customer service operations. Develops policy statements and standard operating procedures related to customer service activities. Plans, organizes, and implements customer service processes which incorporate customer service principles and activities.
  • Defines operational and customer service metrics. Directs the capture, reporting, and analysis of data on the organization's customer service as they relate to meeting established Agency Strategic and performance goals. Distributes performance data, and provide high-level findings/recommendations to Agency senior leadership.
  • Develops, performs, and analyzes management and customer service surveys to determine satisfaction with Agency policies, procedures, systems, and services.
  • Translate management and customer service goals and objectives into effective operations and establishes control systems and progress reporting requirements that monitor goals or priorities in order to evaluate progress and results of new substantive agency operations where precedents are scarce or nonexistent.
  • Conceive, plan, and conduct pioneering management process and customer service analyses, and quality improvement studies of outstanding scope, difficulty, and complexity in unexplored program areas of critical importance to USAID.
  • Prepare reports which point out effective management and customer service practices and discuss problem areas where a need for improvement is indicated. Produce and/or present information and authoritative findings in a variety of formats, i.e., articles, reports, papers, studies, briefings, and other media.
  • Direct the reporting and presentation of analyzed statistical data relating to the organization's operations and customer service derived from special studies; communicate the details of research, analyses, providing expert technical advice and assistance on complex management performance issues.
  • Lead the team in the selection and application of appropriate problem-solving methods and techniques; advise on work methods, practices, and procedures, and assist or guide the team and/ or individual members in identifying the parameters of a viable solution. Leads the team by identifying, distributing and balancing workload, and adjusts workload as needed, ensuring that each employee has an integral role in developing the final team product.

Travel Required

Not required

Supervisory status

Promotion Potential
15 - The full performance level of this position is GS-15


Conditions of Employment

  • United States Citizenship is required.
  • Relevant experience (see Qualifications below).
  • Must be able to obtain and maintain a security clearance.
  • Time in grade must be met by the closing date of the vacancy announcement.
  • Males born after 12/31/1959, must be registered with the Selective Service.
  • Most recent SF-50 showing tenure code "1" or "2" (see Required Documents).

Note: Your answers to the assessment questionnaire must be supported in your resume.

You must meet the Time-in-Grade requirements by the closing date of this announcement. To meet these requirements, you must have served at least 52 weeks at the next lower grade level (or equivalent) of the position advertised in this vacancy announcement.


GS-15 : You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-14 grade level in the Federal service. One year of experience refers to full-time work; we consider part-time work on a prorated basis. Examples of qualifying specialized experience at the next lower level for this position includes: (a) a comprehensive knowledge of the range of customer service policies, precedents, industry standards, and best practices applicable to the administration of one or more important international development programs or operations;(b) the skill to plan, organize, and direct team study work and to negotiate effectively with management to accept and implement recommendations where the proposals involve substantial agency resources, require extensive changes in established procedures, or may be in conflict with the desires of the activity studied;(c) Ability to lead a complete change management effort including the development and deployment of training activities, formulation of communication strategies and assessing organizational readiness.

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, relevant to the duties of the position to be filled, including volunteer experience.

CTAP candidates will be referred to the selecting official if they are found well qualified. Well-qualified means an eligible employee who possesses the knowledge, skills, and abilities which clearly exceed the minimum requirements of the position. A well-qualified employee must meet the qualification and eligibility requirements of the job, including any medical qualifications, suitability, and minimum education and experience requirements, meet all selective factors (where applicable); meet quality ranking factors and are assigned a score of 85 or higher; be physically qualified with reasonable accommodation to perform the essential duties of the position; meet any special qualifying U.S. OPM-approved conditions; AND be able to satisfactorily perform the functions of the job upon entry without additional training.

A well-qualified candidate will not necessarily meet the definition of highly or best qualified when evaluated against other candidates who apply for a particular position. In the absence of selective and quality ranking factors, selecting officials will document the job-related reason(s) for qualification determinations.


This position does not have a defined education requirement. Therefore, ​ no transcripts are required.

Additional information

USAID is an independent Federal Government agency that receives overall foreign policy guidance from the Secretary of State. With headquarters in the District of Columbia, we operate in more than 100 countries around the world, playing an active and critical role in the promotion of U.S. foreign policy interests. When crisis strikes; when rights are repressed; when hunger, disease and poverty rob people of opportunity; USAID acts on behalf of the American people to help expand the reach of prosperity and dignity to the world's most vulnerable people. USAID employees and contractors must commit to maintaining a workplace free of sexual misconduct, including harassment, exploitation, and abuse and adhere to USAID's Counter-Trafficking in Persons Code of Conduct. For information on the effort to counter all forms of human trafficking, including the procurement of commercial sex acts and the use of forced labor, visit http://www.state.gov/g/tip . For more information about USAID, visit http://www.usaid.gov .

This announcement may be used to fill additional vacancies.

These are Testing Designated Positions (TDP's) under the Agency's approved Drug-Free Work Place Program. All applicants selected for this position will be subject to random drug testing once they begin working for the Agency.

Moving and relocation expenses are not authorized.

Mythbuster on Federal Hiring Policies:

https://hru.gov/Studio_Recruitment/tools/Mythbuster_on_Federal_Hiring_Policies.pdf .

EEO Policy: EEO Policy Statement .

Reasonable Accommodation Policy: Reasonable Accommodation Policy Statement .

Veterans' Information: Veterans Information .

Telework: https://www.telework.gov/ .

Selective Service Registration: http://www.sss.gov/ .

It is the policy of the Government not to deny employment simply because an individual has been unemployed or has had financial difficulties that have arisen through no fault of the individual. Information about an individual's employment experience will be used only to determine the person's qualifications and to assess his or her relative level of knowledge, skills, and abilities. Although an individual's conduct may be relevant in any employment decision, including behavior during periods of unemployment or evidence of dishonesty in handling financial matters, a financial difficulty that has arisen through no fault of the individual will generally not itself be the basis of unfavorable suitability or fitness determination.

How You Will Be Evaluated

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

We will review your application package to ensure you meet the job and eligibility requirements, including the education and experience required for this position. If you meet the minimum qualifications stated in the vacancy announcement, we will compare your resume, optional cover letter and supporting documentation to your responses on the scored occupational questionnaire (True/False, Yes/ No, Multiple Choice questions) to determine if your resume supports your answers to the assessment questionnaire. If your resume does not reinforce your responses to the online assessment questionnaire, it will affect your eligibility for further consideration. You may be found "not qualified" if you do not possess the minimum competencies required for the position. If your application is incomplete, we will rate you as ineligible. We will refer all candidates that we rank as Highly Qualified to the hiring manager, and they may invite the referred applicants for an interview.

The scored occupational questionnaire will evaluate you on the following competencies:
  • Technical
  • Problem Solving
  • Team Building
  • Written Communication
  • Strategic Thinking
  • Oral Communication

To preview questions please click here .

Background checks and security clearance

Security clearance

Drug test required

Required Documents

  • Resume showing relevant experience.
  • CTAP /ICTAP ; Eligibles: Must submit a copy of the appropriate documentation such as a reduction-in-force (RIF) separation notice, an SF-50 reflecting your RIF separation, or a notice of proposed removal for declining a direct reassign or transfer of function to another commuting area. You MUST also submit documentation to reflect your current (or last) performance rating of record of at least "fully successful" (Level III) or equivalent, along with your application/resume package.
  • If this position requires proof of higher education, you must submit a copy of your transcript (unofficial or official) or a list of courses that includes the following information: name of accredited institution, grades earned, completion dates, and the quarter and semester hours earned. Education completed in foreign colleges or universities may be used to meet the requirements. Please refer to http://www.opm.gov/qualifications/policy/ApplicationOfStds-04.asp for more information. Please be advised that an official transcript will be required if you are selected for the position.
  • Most recent copy of your SF-50 (Notification of Personnel Action); your document must reflect grade, step, tenure code "1" (Career) or "2" (Career-Conditional), and type of position occupied.
  • Peace Corps letter
  • Veterans' documentation, if requesting consideration under any Veterans' hiring eligibilities ( veterans' preference and Veterans Employment Opportunities Act ). If seeking eligibility based on any other special hiring authority (e.g. disabled veteran, Schedule A, special hiring programs ).

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Similar jobs