See below for important information regarding this job.

Duties

Serves as Chief, Business Operations Division in the Operations and Plans Directorate Responsible for translating, integrating, and instituting all aspects of DLAs formal CRM program at Major Subordinate Commands (MSCs) and for representing the MSC?s interests to CRM program management. Supervises the management of Whole of Government business for Troop Support. Works with DLA HQ and Staff offices to coordinate documents (Interagency Agreements, Funding Documents, etc.). Directs, manages, and oversees the development and implementation of the enterprise CRM initiative within the MSC. Leads MSC programs or projects that directly relate to CRM. Interprets guidance on program planning and evaluation, using a wide range of qualitative and/or quantitative methods to assess and improve complex management processes and systems. Applies administrative laws, policies, regulations, and precedents in administering the Agency?s CRM programs for the MSC. Develops, coordinates, and issues policy and strategic direction for the MSC CRM programs and initiatives providing oversight for implementation and alignment with corporate strategies, plans, and objectives. Interprets intent and revises existing policy and regulatory guidance for use by others within or outside the employing organization and develops application to specific area of responsibility. Demonstrates well-developed interpersonal skills and adapts to a dynamic work environment in order to market innovative improvement concepts, resolve conflicts and respond to changes in development or strategy. Exhibits expertise in planning, acquisition, and management processes to prepare long-range and short-range plans and guidance in accordance with broad Agency policies and objectives. Directs the development of overall goals for CRM implementation and performance measurement, logistics planning and strategic performance measurement. Works with DLA HQ and other DLA Sites to monitor and assess Agency logistics support to customers. Coordinates resolution of customer issues and concerns in areas such as customer support and readiness, customer satisfaction, customer feedback, customer outreach and business development. Examines pattern, trends and other relevant data, including activity strengths, weaknesses, opportunities and threats, and recommends/implements improved business strategies. Exercises the full range of personnel administration within the division. Plans, directs, and coordinates Division operations through subordinate non-supervisory program managers.

Requirements

• 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
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addt'l Info.
• You will be a Mission Essential employee. This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location/facility.

Qualifications

To qualify for a Supervisory Program Analyst, your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equips you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify for the GS-14 grade level, specialized experience must be at the GS-13 grade 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: Directs, manages, and oversees the development and implementation of Customer Relationship Management (CRM) initiatives. Analyzes planning and workload data and recommends priorities. Conducts studies and administrative processes and procedures to identify changes to work methods ornew objectives. Evaluates formal programs; monitors metrics and identifies areas that need revised metrics. Applies administrative laws, policies, regulations, and precedents in administering programs. Develops, coordinates, and issues policy and strategic directions for programs and initiatives. Delivers briefings, and status reports to management and makes presentations to divergent audiences. 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.

Contacts

• Address DLA Troop Support 700 Robbins Avenue Philadelphia, PA 19111 US
• Name: Nicole Gossard
• Email: [email protected]