As a Program Manager GS-0340-15, in Retirement Services, Office of Personnel Management. The incumbent oversees Customer Service in the Retirement Operations Center (ROC). The ROC is the primary point of contact, facilitating retiree communication via written correspondence and telephone interactions. The Program Manager is entrusted with strategic oversight and direction of Customer Service operations, encompassing the administration of Federal Retirement, Health, and Life Insurance programs.

Duties

Oversees the customer service department to ensure optimal customer satisfaction. Leads initiatives to enhance customer service experiences and increase customer satisfaction. Enhances the organizational climate to foster a positive and productive work environment. Collaborates with other management officials to plan and implement operating responsibilities and workloads. Represent the program office as a technical expert to internal and external stakeholders.

Requirements

Qualifications

For the GS 15: You must have one full year (52 weeks) of specialized experience comparable in scope and responsibility to the GS-14 level in the Federal service (obtained in either the public or private sectors) performing ALL of the following duties: Managing an organization's customer service department; Managing and Implementing customer service technology tools; Managing a call center; Serving as a subject matter expert on Federal Retirement and Insurance system operations; AND Overseeing customer service policy development for the effective implementation of Federal Benefits. Merit promotion applicants must meet the time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-14 level is required to meet the time-in-grade requirements for the GS15 level. You must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement. 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

This job does not have an education qualification requirement.

Contacts

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