This position is located in the Washington, DC  Passport Agency in Washington, DC and serves as the Customer Service Manager responsible for planning and implementing a comprehensive customer service program for the assigned agency and, in conjunction with the other regional Customer Service Managers and the Customer Service National Program Manager, plans, designs, and develops customer service programs, policies, and operating methods and procedures for the Passport Services Directorate. 

Duties

Coordinates comprehensive region wide customer service programs designed to ensure that the services provided to passport applicants and their representatives consistently meet expectations. Develops policies and programs for the enhancement and improvement of services provided to U.S. citizen passport applicants and their representatives. Coordinates the recruitment and utilization of agents at acceptance facilities throughout the Region. Analyzes the adequacy and accuracy of the instruction, advice and assistance provided to acceptance agents by passport specialists.

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Secret security clearance.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/

Qualifications

Applicants must meet all the required qualification requirements described below by the closing date of this announcement.  NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. For applicants applying at the GS-12: Experience working with a team to achieve organizational goals and objectives; Experience participating in public outreach and public relations initiatives; Experience assessing the quality of service provided by an organization, and recommending new procedures when appropriate, Experience drafting correspondence on behalf of an office; Experience conducting training and giving oral presentations to large groups; and Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or services for U.S. citizens Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: There is no substitute of education for specialized experience for the GS-12 position. For applicants applying at the GS-13: Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience organizing, leading, and managing a team to achieve organizational goals and objectives; Experience designing and directing public outreach and public relations initiatives; Experience assessing the quality of service provided by an organization, and implementing new procedures when appropriate; Experience corresponding with senior officials, congressional offices, government agencies, and/or the media; Experience developing and conducting training programs and giving oral presentations to large groups; and Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or consular services for U.S. citizens. There is no substitute of education for specialized experience for the GS-13 position. In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to "see the job through."

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State 600 19th Street, N.W. Attn: CA/EX/HRD Washington, District of Columbia 20520 United States
• Name: Ryan Rodriguez
• Phone: 202-485-7306
• Email: [email protected]