Duties

Summary

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.
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Responsibilities

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.

This position is a strategic leader of two major forward facing departments within the Customer Experience business unit. The director will manage the First Call customer solutions center which consists of a call center, and walk-in service center.

The director will also manage the Customer Advocate team which consists of a team of senior-level, semi-independent liaisons to Members and Committees and their staff.

The director must be a dynamic leader, team builder, and bring experience transforming traditional ‘customer service' operations to deliver a seamless customer experience. Experience implementing customer experience metrics and making data-informed decisions to improve customer experiences. Experience implementing and maintaining knowledge management tools which deliver improvements to customer experiences. Must be capable of building and sustaining high performing teams, with high level of engagement and morale. Foster the creativity and independent energy of the Customer Advocate team yet focus efforts and energy toward having lasting impact within the enterprise. The director must identify and prioritize projects that make the First Call service center a 21st century operation with platforms and processes that enable seamless customer experiences. Must have ability to work across functional areas to resolve conflicts and achieve changes to business processes which result in improvements to the customer experience. Must have a customer-centric mentality.

The position has day-to-day supervisory/managerial responsibilities.

Primary Duties/Responsibilities:
• Leads the Customer Services Department in providing superior customer service support to Members, Committees, and House offices.
• Maintains expert knowledge of CAO services; serves as an escalation point for complex requests.
• Develops and implements long range plans in the formulation of goals consistent with the strategic objectives of the CAO and CEC.
• Manages customer inquiries and escalations to ensure customer satisfaction. Identifies root cause of systemic issues to define and lead process improvements.
• Monitors and evaluates trends impacting the schedule/plan; prepares strategies to deal with problems or drastic changes.
• Conducts administrative and personnel management activities, including performance reviews and evaluations, interviewing and employment recommendations, staff counseling, employee development training, and policy development.
• Markets and champions CAO products, services, and strategic initiatives using appropriate communication methods; ensures that messages are clear, consistent, and compelling.
• Establishes, oversees, and continuously improves quality assurance and communications programs.
• Directs, manages, and implements effective performance of the Customer Experience Standards.
• Uses a range of methods to gather information from customers to recommend and prioritize enhancements; uses results of research to increase effectiveness, support decision-making, and/or solve organizational issues.
• Defines customer success metrics and satisfaction that aligns across all departments within the CEC.
• Serves as the CEC's lead for Congressional Transition by participating with the Committee on House Administration, other House offices, and senior management to fully support the planned transition activities.
• Collaborates with CEC management on process and procedure changes to ensure Customer Services support requirements are fully understood throughout the organization.
• Benchmarks industry standards, best practices, competition, and trends related to customer experience to incorporate into future projects and planning to maximize effectiveness.
• Influences cross-functional teams to create a single, unified interaction with the customer that delivers consistent, meaningful value from all departments across many touch points.
• Performs other official duties and special projects as assigned.

Travel Required

Not required - Not required.

Supervisory status
Yes

Promotion Potential
14

Requirements

Conditions of Employment

• USAJobs Conditions of Employment

Qualifications

• Bachelor's degree or equivalent experience required; graduate degree preferred.
• Minimum 10 years of experience in a consultative, customer service environment.
• 3 or more years of management and supervisory experience.
• Ability to develop customer service strategies.
• Ability to benchmark and stay up-to-date on industry trends.
• Ability to develop effective relationships with internal and external solutions delivery partners to achieve strategic and customer solution goals.
• Ability to capitalize on opportunities to enhance organizational effectiveness through consultative interactions with customers.
• Knowledge of work request systems and skill in triaging work requests.
• Ability to conduct trend and root cause analyses.
• Skill in scheduling, coordination, and event planning.
• Ability to develop surveys, collect and analyze data, and prepare reports.
• Skill in program, project, and budget management.
• Knowledge of communications strategies and technology.
• Knowledge of quality assurance principles.
• Ability to develop and manage scripts.
• Basic knowledge of contract administration, review, and evaluation.

Education

Additional information

How You Will Be Evaluated

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

You will be evaluated using a structured interview process.

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

Resume

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.