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To qualify for a Supervisory Customer Operations Division Chief, your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 level or equivalent under other pay systems in the Federal service, military, or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Identifying and planning initiatives and programs to enhance customer satisfaction, demand collaboration, productivity, and customer value added service. Developing and implementing strategies that impact supply chain management solutions, advanced marketing practices, and research and development initiatives. Managing the requirements of customers in specific customer segments by making recommendations for improving processes, procedures, policies, and system capabilities related to customer/demand planning support and operations. 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.
Serves as Chief of the Customer Facing Division, responsible for a wide variety of customer support functions.
Ensure the Customer Facing Division meets customer requirements and service agreements in terms of quality of service, timeliness, accuracy of order fulfillment and accuracy of demand forecasting.
Perform customer outreach and support functions as a customer advocate and a liaison in creating demand plans to forecast anticipated customer requirements.
Review and approve the implementation of improvements to marketing strategies, customer relations, business developments and customer demand profiles.
Negotiate Service Level Agreements (SLAs) and Performance Based Agreements (PBAs) with customers.
Review Key Performance Indicators (KPIs) and metrics pertaining to customer support and demand planning by analyzing results achieved and performance trends.