The incumbent of this position serves as the Deputy Associate Director for Customer Experience, Retirement Services providing key advisory services and oversight in the development and implementation of a Customer Experience program to improve the quality of retirement services. The Office of Personnel Management Retirement Services is responsible for administering the Federal Retirement Programs for 2.7 million active employees, and 2.8 million annuitants, survivors, and family members.

Duties

As the Deputy Associate Director for Customer Experience, you will be part of Retirement Services (RS). If selected, you will be responsible for providing advice and direction in the development and implementation of the Customer Experience program and policies. Specific responsibilities include: Leading and directing he implementation of Retirement Services organizational and cultural recommendations to improve the quality of services provided to Federal retirees; Overseeing the customer orientation transformation of RS organization, including implementing new policies and establishing training and development initiatives to use the voice of the customer to improve the quality of retirement program offerings; Providing direction to the Associate Director of RS on the establishment of the Customer Experience Program, including developing policies and processes; Providing executive direction to the Retirement Information Center, Customer Inquiries and Congressional case inquiries. Evaluates customer contact metrics and devise action plans to limit wait times and increase first point of contact response; and Providing direct support to the Associate Director of RS, including researching a variety of complex Customer Experience issues and policy recommendations based on first-hand knowledge of the Associate Director's priorities, plans, and viewpoints.

Requirements

Qualifications

The Executive Core Qualifications are required for entry to the Senior Executive Service; to meet the minimum qualification requirements for this position, you must show in your resume that you possess the five Executive Core Qualifications (ECQs) and Technical Qualifications (TQs), listed below. ECQ 1 - LEADING CHANGE: 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. ECQ 2 - LEADING PEOPLE: 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. ECQ 3 - RESULTS DRIVEN: 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. ECQ 4 - BUSINESS ACUMEN: The ability to manage human, financial, and information resources strategically. ECQ 5 - BUILDING COALITIONS: 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. Technical Qualifications (TQs): Experience with project management principles and practices used to manage project deliverables, business requirements, stakeholder engagement, resource planning, and risk management. Proven experience in the delivery of customer facing services within a geographically disbursed, multi-channel operation. Demonstrated ability to develop and implement an organizational culture that is customer centered. Proven ability to communicate, assess, and improve customer service standards, practices, and policies throughout an organization. Experience with call center technologies including emerging multi-channel phone and web contact options (i.e., inbound and outbound contacts, virtual call centers, social media customer care, interactive voice response, workforce management, call center performance reporting, and quality metrics). Additional information on the Executive Core Qualifications is available at SES ECQs Please ensure that your resume emphasizes your level of responsibilities, the scope and complexity of programs managed and your program accomplishments, including the results of your actions relating to the qualifications described above. An example of a resume showing possession of the ECQs is available at SES Resume Please DO NOT submit separate statements addressing the ECQs and TQs as they will not be considered. Applicants must meet all of the qualification requirements by the closing date of this announcement.

Education

This job does not have an education qualification requirement.

Contacts

• Address OPM Human Resources 1900 E St., NW Washington, DC 20415 US
• Name: OPM Human Resources
• Phone: 202-606-9321
• Email: [email protected]