This position is located in the Customer Service Division, Office of Program Management and Operational Support (PMO), Passport Services, Bureau of Consular Affairs. The incumbent serves as a liaison to the National Passport Information Center (NPIC), overseeing contractor performance and ensuring effective, efficient, and compliant delivery of customer service operations that support Passport Services nationwide. *Amended - Hiring Path
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. 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 evaluating the efficiency and effectiveness of customer service operations through both qualitative and quantitative analysis; identifying trends and recommending improvements to service delivery or customer interaction strategies. Experience monitoring and ensuring compliance with customer service contract terms, including applying quality assurance standards and performance metrics; collaborating with contractors to address deficiencies and supporting performance reviews or corrective actions. Experience advising senior officials on operational improvements and customer service policies, including coordinating with internal stakeholders to implement enhancements across multiple service locations and resolving delivery challenges through proactive issue management. There is no substitute of education for specialized experience for the GS-13 position.
Serve as the operational liaison between Passport Services and NPIC, ensuring contractor compliance and recommending service enhancements.
Analyze customer service performance using complex qualitative and quantitative methods to recommend corrective actions and best practices.
Support contract oversight activities, including quality assurance reviews, performance reports, and operational coordination.
Provide expert advice on policies, metrics, and training initiatives to improve service consistency across Passport Services.
Collaborate with internal and external stakeholders to manage contractor-delivered services and respond to service disruptions or evolving requirements.