Director, Performance Management and Customer Experience

District of Columbia, D.C
Nov 24, 2020
Dec 01, 2020
Executive, Director
Full Time


The Department of Housing and Urban Development is the nation's housing agency committed to strengthening the Nation's housing market to bolster the economy and protect consumers; meet the need for quality affordable rental homes; utilize housing as a platform for improving quality of life; and build inclusive and sustainable communities free from discrimination.

Learn more about this agency


This position is in the Office of the Chief Financial Officer (OCFO), Department of Housing and Urban Development (HUD). The Office of the Chief Financial Officer provides leadership in instituting financial integrity, fiscal responsibility, and accountability throughout the Department. The mission of OCFO is to lead the Department's Headquarters and Field Office officials toward the understanding and practice of sound financial management in program development and operations, and in the stewardship of public resources. The OCFO ensures the Department establishes and meets financial management goals and objectives; ensures that the Department is in compliance with financial management legislation and directives; analyzes budgetary implications of policy and legislative proposals; and provides technical oversight with respect to all budget activities throughout the Department.

The Assistant Chief Financial Officer for Budget (ACFOB) is responsible for development of policies and procedures and for the overall supervision and management of the OACFO for Budget. Advises and assists program staff offices in their budgetary responsibilities and appraises the effectiveness of these activities; administers the Department's system of administrative control of funds; advises on budget and fiscal implications of policy and legislative proposals; administers the review of legislative proposals; and monitors staff usage in the Department. The Assistant CFO for Budget oversees senior manager activities focused on performance management functions including quarterly management reviews and production of the Annual Performance Plan and Annual Performance Review.

The Director, Performance Management and Customer Experience, is a member of the senior leadership team in OCFO and is responsible for overseeing, coordinating, and driving organizational programmatic and operational changes across the Department in order to maximize agency performance and will conduct analysis to find solutions on customer experience initiatives. The Director facilitates the Department-wide strategic planning process with the CFO, Secretary, and senior leadership team and external stakeholders, including identifying and helping strategic priorities and transformational change initiatives and the monitoring of key performance measures against established targets, collaborates with agency stakeholders and staff to address complex challenges that impact the experiences of their customers, and transforms data-driven insights discovered through research into innovative solutions that ultimately solve customer needs. Assignments are complex, sensitive, and wide reaching in scope.
    • Serves as the Performance Improvement Officer for HUD to the Office of Management and Budget.
    • Coordinates actions required of the Department as a result of executive policy decisions and mandates. Develops plans and coordinates major programs to create and implement agency priority goals.
    • Recommends options to the CFO and Deputy Secretary about agency transformation, performance management, and strategic priorities.
    • Serves as a change agent for the agency with responsibility for driving performance improvement throughout the organization through known approaches such as continuous process improvement or Lean Six Sigma techniques.
    • Participates in top-level discussions on policy, program, and operational developments. Oversees the complex analyses of performance data related to Secretarial policy, program, and operational objectives to identify best practices and opportunities for improvement.
    • Provides authoritative interpretations of the policies and objectives of the Department as they relate to performance management, continuous improvement, and the decisions of the Secretary and Deputy Secretary, aiding officials, organizations and other Federal agencies on matters of special significance.
    • Identifies and proposes options to resolve major problems requiring attention of the Secretary or Deputy Secretary. Directs special studies and work groups on major Departmental policy. programmatic and operational issues, and makes recommendations regarding courses of action for resolving problems.
    • Leads the effort to help agency partners develop a deep understanding of their users and the real problem they're trying to solve.
    • Oversee research activities, derive insights, generate concepts, and work with developers and product managers to build and test them.
    • Communicate with stakeholders and end users, turning vague into concrete priorities, and minimizing risks by using techniques like contextual inquiry journey mapping and design studios.
    • Reviews final deliverable to provide strategic insights, and ensure quality.

Travel Required

Occasional travel - Work related travel may be required.

Supervisory status

Promotion Potential


Conditions of Employment

  • Must be a US Citizen.
  • Must be able to obtain and maintain a Public Trust security clearance.
  • A one-year probationary period is required, if not previously completed.
  • Must meet Mandatory Technical Qualifications (MTQs).
  • Will be required to submit a Public Financial Disclosure Report, SF-278.
  • Must meet Executive Core Qualifications (ECQs).

Failure to follow explicit instructions provided will result in loss of consideration for this position. Before applying for this position, please read the entire announcement and follow the instructions in the How to Apply Section.


As a basic requirement, you must have progressively responsible executive leadership and supervisory experience that is indicative of senior executive level managerial capability. This experience should be sufficiently broad in scope and at a major management level in a large or complex organization. Experience must have been at a sufficiently high level of difficulty to clearly show that the candidate possesses the required professional, technical, and executive core qualifications set forth below. Your experience should demonstrate that you have the knowledge, skills and abilities to successfully fulfill responsibilities inherent in most SES positions. If your experience does not include these basic qualifications, you will not be determined to be qualified for this position.

YOU MUST FULLY ADDRESS EACH MTQ AND ECQ TO BE RATED FOR FURTHER CONSIDERATION. Current or former career SES employees, or OPM/QRB Candidate Development Program (CDP) candidates are not required to address the ECQs, but MUST fully address the MTQs if applicable.

This position does not have a MTQ requirement.


Current or former career SES employees, or OPM/QRB Candidate Development Program (CDP) candidates are not required to address the ECQs.

The Office of Personnel Management (OPM) has identified five Executive Core Qualifications (ECQs). The ECQs were designed to assess executive experience and potential - not technical expertise. They measure whether an individual has the broad executive skills needed to succeed in a variety of SES positions - not whether they are the most superior candidates for a particular position. Successful competence in the SES requires competence in each ECQ. Candidates must demonstrate executive experience in all five (5) ECQs. Your application should reflect an overall record of the knowledge, skills and abilities necessary to succeed in the SES.

You must provide a written narrative for each ECQ, not to exceed 10 pages (2 pages per ECQ). Examples of good qualifications statements and the use of the C-C-A-R model (Challenge/Context/Action/Results), the preferred method of writing your ECQs, is provided in OPM's Guide to SES Qualifications . Each ECQ must be fully addressed to be rated for further consideration. Current or former career SES employees, or OPM/QRB Candidate Development Program (CDP) candidates are not required to address the ECQs, but MUST fully address the MTQs. Applicants who fail to adhere to the 10 page total and/or 2 pages per ECQ limit will be removed from further consideration.

1. Challenge - Describe a specific problem or goal.

2. Context - Talk about the individuals and groups you worked with, and/or the environment in which you worked to tackle a particular challenge (e.g., clients, co-workers, members of Congress, shrinking budget, low morale).

3. Action - Discuss the specific actions you took to address a challenge.

4. Results - Give specific examples of the results of your actions.

These accomplishments demonstrate the quality and effectiveness of your leadership skills.

NOTE: Your responses to the five ECQs must describe the context and the results of your achievements in lay terminology, free of jargon and excessive reliance on acronyms.

ECQ 1 - LEADING CHANGE - This core qualification 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 . (Leadership Competencies: creativity and innovation, external awareness, flexibility, strategic thinking and vision).

ECQ 2 - LEADING PEOPLE - This core qualification 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 constructive resolution of conflicts. (Leadership Competencies: conflict management, leveraging diversity, developing others and team building).

ECQ 3 - RESULTS DRIVEN - This core qualification 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. (Leadership Competencies: accountability, customer service, decisiveness, entrepreneurship, problem solving and technical credibility).

ECQ 4 - BUSINESS ACUMEN - This core qualification involves the ability to manage human, financial, and information resources strategically. (Leadership competencies: financial management, human capital management and technology management).

ECQ 5 - BUILDING COALITIONS - This core qualification 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. (Leadership Competencies: partnering, political savvy and influencing/negotiating).

To be considered for this position, you MUST submit a written statement fully addressing each MTQ and ECQ. Failure to fully address both of the MTQs and ECQs, will adversely affect your chances for referral or selection.


Additional information


The U.S. Department of Housing and Urban Development strives to ensure that the public perceives HUD as a fair and equitable agency that administers its programs in an objective and impartial manner. As such, HUD is committed to its government ethics program, which advises employees on applicable ethics laws and regulations designed to protect the agency against real and apparent conflicts of interest. As a federal employee, you will be subject to the Standards of Ethical Conduct and the U.S. criminal conflict of interest statutes. As a HUD employee, you will also be subject to the HUD Supplemental Ethics Regulations which restrict the extent to which a HUD employee can engage in certain activities and hold certain investments. For more information, you can find information about these rules here - .

Upon your new appointment, you will receive additional guidance regarding your ethics obligations, which will include the requirement to file a public financial disclosure report (OGE-278). You will also be required to attend a mandatory ethics training within 3 months of appointment.

The Most Common Prohibitions specific to HUD employees

Common Prohibited Financial Interests (applies to HUD employee, spouse and minor child)
  • Financial interest in a project, including any single-family dwelling or unit subsidized by HUD, or which is subject to a note or mortgage insured by HUD
    • Exception: Employees can have an FHA mortgage on their primary residence and one other single family property.
  • Section 8 subsidies to or on behalf of a tenant of property you, your spouse, or a dependent child owns, unless one of the following exceptions applies:
  • The employee, or the employee's spouse or minor child acquires, without specific intent as through inheritance, a property in which a tenant receiving such a subsidy already resides;
  • The tenant receiving such a subsidy lived in the rental property before the employee worked for the Department;
  • The tenant receiving such a subsidy is a parent, child, grandchild, or sibling of the employee;
  • The employee's, or the employee's spouse or minor child's, rental property has an incumbent tenant who has not previously received such a subsidy and becomes the beneficiary thereof; or
  • The location of the rental property is in a Presidentially declared emergency or natural disaster area and the employee receives prior written approval from an agency designee.

Common Prohibited Outside Activities (paid or unpaid) (applies to HUD employees only, NOT spouse or minor child)
  • Employment with a business related to real estate or manufactured housing
    • HUD employees may hold a real estate license but may only use it in relation to purchasing or selling a single family property for use as the employee's primary residence, or the primary residence of the employee's immediate family member
  • The operation or management of investment properties to the extent that it rises to the level of a real estate-related business.

How You Will Be Evaluated

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

Applicants will be evaluated against the Mandatory Technical Qualifications (MTQs) and Executive Core Qualifications (ECQs). The examples should be clear and concise and show levels of accomplishment and degree of responsibility. FAILURE TO FULLY ADDRESS THE REQUIRED QUALIFICATIONS (MTQs and ECQs) WILL RESULT IN YOUR APPLICATION BEING DISQUALIFIED.

To preview questions please click here .

Background checks and security clearance

Security clearance

Drug test required

Required Documents

Your application package must include your:

1. Resume: In addition to your written statements fully addressing the Mandatory Technical Qualifications (MTQs), Executive Core Qualifications (ECQs), and other qualifications as applicable, submit a resume to describe your qualifications. It should include: full name, mailing address, and day and evening telephone numbers and email addresses. Educational information, including the name, city and state of the colleges or universities you attended, as well as the type and year of any degrees received. Information about your paid and non-paid work experience related to the position including:
  • Job title (including series and grade, if Federal job)
  • Duties and accomplishments
  • Employer's name and address
  • Supervisor's name and telephone number (indicate if we may contact your current supervisor)
  • Starting and ending dates of employment (month/year)
  • Hours per week
  • Information about honors, awards, and special accomplishments
  • Country of citizenship

2. Reinstatement Eligibles: Include a copy of the Standard Form 50 (Notification of Personnel Action) documenting career appointment to the SES.

3. OPM-Certified SES Candidate Development Program graduates: Provide proof of OPM Qualifications Review Board certification.

4. Written narratives fully addressing each of the Mandatory Technical Qualifications (MTQs), not to exceed one (1) page per MTQ.

5. Written narratives fully addressing each of the Executive Core Qualifications (ECQs), not to exceed a total of 10 pages (generally 2 pages per ECQ). Current or former Career SES employees, or OPM/QRB Candidate Development Program (CDP) candidates are not required to address the ECQs, but MUST address the MTQs.

Veterans Preference does not apply to the SES.

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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