Customer Operations Manager

Employer
USAJobs
Location
Richmond, Virginia
Posted
Nov 21, 2020
Closes
Nov 28, 2020
Hours
Full Time
Duties

Summary

The closing date of this announcement has been extended to November 27, 2020. See below for important information regarding this job.
Learn more about this agency

Responsibilities

  • Please note, during the COVID-19 Pandemic, the Agency is operating in a maximum telework posture for all telework ready employees occupying a telework eligible position.
  • Serves as Deputy to the Director of Customer Operations with delegated co-equal responsibility for directing and managing the integration, development, and implementation of initiatives and activities to ensure effective and efficient management.
  • Serves as senior civilian specialist and principal advisor within the DLA Activity concerning all customer operations matters.
  • Provides oversight for all customer relationship management (CRM) activities and execution of the DLA Activity customer operations program for the center in accordance with DLA strategic CRM policy, guidance and staff.
  • Identifies actions which may adversely impact commodity sales or support and for coordinating engagement to minimize such impact.
  • Manages the integration and prioritization of customer needs and coordinates Demand Plans and customer requirements with Supplier Operations and Planning counterparts.
  • Incumbent is accountable and responsible for assigned program, to include development, documentation, and operation of both internal process and administrative/technical control.
  • Ensures business plans are developed and implemented to ensure customer service level agreements are kept on track and fulfilled.
  • Represents the Director, Command and Agency at executive level meetings.


Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status
Yes

Promotion Potential
15

Requirements

Conditions of Employment

  • Must be a U.S. citizen
  • Tour of Duty: 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
  • This position requires an Acquisition, Technology and Logistics Level III certification in the (identify the Life Cycle Logistics Career Field within 24 months, unless a Position Requirements Waiver is approved to extend.


Qualifications

To qualify for a Customer Operations Manager your resume and supporting documentation must support:

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-15 level, applicants must possess one year of specialized experience equivalent to the GS-14 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:
  • Directing the integration, development, implementation and oversight of all customer relationship management activities.
  • Executing resolutions to un-precedented logistical challenges.
  • Evaluating Key Performance Indicators (KPIs) and other performance metrics relative to customer service goals.
  • Coordinating demand plans and customer requirements.
  • Improving and strengthening relationships with customer segments, components and sites.
  • Providing comprehensive management support to maintain and improve customer relationships, and product markets.
  • Providing integrated logistics functions vital to the coordination of demand planning, order fulfillment and customer services activities.
  • Providing corporate-level marketing, business analysis and demand planning.
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.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours that your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Additional information

MILITARY SPOUSE PREFERENCE: In order to receive this preference you must choose to apply using the "Priority Placement Program, DoD Military Spouse Preference (MSP)" eligibility. If you are claiming military spouse preference and are determined to be among the Best Qualified for the position, you will be referred to the hiring manager as a priority applicant.

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: http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/1400.25-V300.pdf

INFORMATION FOR VETERANS is available at: http://www.dla.mil/Careers/Programs/veterans.aspx . 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: The Defense Logistics Agency (DLA) has established a Drug-Free Federal Workplace Policy. All applicants tentatively selected for DLA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with DLA for a period of six months. This policy extends to random testing for the use of illegal drugs by employees who occupy testing designated positions defined as sensitive in Section 7(d) of Executive Order 12564. The Defense Logistics Agency's Drug Free Workplace Plan's drug testing panel includes testing for the following illegal substances: marijuana, cocaine, opiates (codeine/morphine), 6-Acetylmorphine (heroin), phencyclidine, amphetamines (amphetamine/methamphetamine), methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), oxycodone, oxymorphone, hydrocodone, and hydromorphone. ADVISORY: By using cannabidiol (CBD) products you are risking a positive drug test result for marijuana.

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:
  • Supervisory/Managerial
  • Project Management
  • Customer Service
Supervisory Competencies:
GS-13 thru GS-15
  • 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.

Background checks and security clearance

Security clearance
Other

Drug test required
Yes

Required Documents

To apply for this position you must provide a complete Application Package. Each Application Package MUST include:
  • Your Resume listing work schedule, hours worked per week, dates of employment and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for the qualifications and referred for selection consideration if eligible. IMPORTANT NOTE: Ensure that your resume does not contain any specialized characters, fonts, typefaces or formatting (e.g. tables, macros, etc.). It is also recommended that you convert/save your resume as a PDF prior to attaching to your application.
  • Applicable documents to support the eligibility(s) for which you are applying. Please review the following link for a listing of the additional documents you will need to provide: Supporting Documents .
  • If you are requesting a reasonable accommodation to the DLA Supv Situational Judgment Test, submit documentation to support your request, including the Reasonable Accommodation Request Form found here .
  • If you are claiming Military Spouse Preference, you must submit the following supporting documents with your application package: Marriage Certificate or License; Signed Self-Certification Checklist (must be certified within 30 days); Veterans' Preference documentation (e.g., DD-214, VA Letter, Statement of Service, if applicable); Transcripts (if applicable). These documents must provide acceptable information to verify: Residency within the commuting area of your sponsor's permanent duty station (PDS); proof of marriage to the active duty sponsor; proof of military member's active duty status; and other documentation required by the vacancy announcement to which you are applying. NOTE: Previous federal employees must also submit the following additional documentation: SF-50s (e.g., LWOP, highest grade held, overseas appointments, etc.), SF-75 information, and documentation of performance rating of record (dated within the last 12 months).

    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.

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