Visualize your career at an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property (IP) rights are accessible to everyone. As the Customer Experience Officer, you will define and manage the USPTO customer experience and customer engagement program to achieve the Federal High Impact Service Providers (HISP) goals!

Duties

The physical worksite for this position is located in Alexandria, Virginia. TELEWORK: This position is eligible for maximum telework eligible per agency and business unit discretion/policy. REMOTE WORK: Remote work will be considered on a case by case basis. Prior to the start date, you may be given the opportunity to elect to work from the Alexandria headquarters, from an alternate/home location within the United States (defined as the 50 United States, the District of Columbia, and Puerto Rico), or a combination of headquarters and alternate location. Your salary/pay will be based on your selected worksite geographical location. The nature and scope of telework opportunities will be subject to the unit's telework policy and any applicable bargaining unit agreements. This exciting and rewarding position is for you if.... You are excited to serve as the Customer Experience Officer, ensuring the consistent delivery of customer-centered service across the USPTO, building trust with USPTO customers, and setting the strategy for long-term service delivery improvements across the USPTO. You possess the technical skill and background to monitor technical and operational aspects of broad programmatic issues to ensure successful completion, recommending changes or solutions to problems or redirection of effort as required. You look forward to designing, maintaining and disseminating in-depth understanding of intellectual property customer segments and customer needs through extensive use of human-centered design, business expertise, and available market research tools. You're ready to provide supervision and management of the subordinate staff of the Customer Experience Division, and plan and coordinate what is to be accomplished by the subordinate staff.

Requirements

• Applications will only be accepted from United States Citizens and Nationals.
• Your resume and question responses must demonstrate the job-related competencies.
• You must meet the definition of specialized experience.
• Required to pass a background investigation and fingerprint check.
• Must be registered for Selective Service, if applicable (www.sss.gov).
• If selected, you may be required to complete a one year probationary period.
• You must meet all qualification requirements upon the closing date of this announcement.
• Time-in-grade/band requirements must be met by the closing date of the announcement.
• Suitable for Federal Employment
• Supervisory Probationary Period-If selected, you may be required to complete an initial one-year supervisory probationary period.

Qualifications

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Miscellaneous Administration and Program Series 0301. Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-14. Specialized experience for this position includes: Experience serving in a lead capacity in a Customer Experience operation, for an agency or organization. Experience serving as a project manager or leading customer experience projects that involves multidisciplinary teams and multiple research methods (e.g., qualitative and quantitative); Experience creating design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of incorporating customer perspectives to improve product or service delivery; and Experience solving problems and improving processes that cross organizational boundaries (e.g., department, group) using a human-centered design approach that includes multiple phases of the design process (e.g., research, synthesis, or prototyping) and multiple stakeholders. Applicants should also possess the following supervisory competencies to be successful in this position: Accountability: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules. Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement. Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions. Flexibility: Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles. Integrity/Honesty: Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics. Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations. Oral Communication: Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed. Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations. Resilience: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks. Written Communication: Writes in a clear, concise, organized, and convincing manner for the intended audience. 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

Education can not be substituted for experience for this position.

Contacts

• Address TMCO - Office of Public Engagement Office of Human Resources Mail Stop 171 P.O. Box 1450 Alexandria, VA 22313-1450 US
• Name: Sheryl White-Riley
• Phone: 571-272-7170
• Email: [email protected]