Supervisory Customer Operations Division Chief

Supervisory Customer Operations Division Chief

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.

Must be a U.S. citizen

Tour of Duty : Flexible

Security Requirements : Non-Critical Sensitive with Secret Access

Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.

Fair Labor Standards Act (FLSA) : Exempt

Selective Service Requirement : Males born after 12-31-59 must be registered or exempt from Selective Service.

Recruitment Incentives : Not Authorized

Supervisory Probation : Required

Completion of Supervisory Certification Program : Required

Bargaining Unit Status : No

Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.

This is a Mission Essential (ME) position. The incumbent may be required to report to work in the event of a natural disaster, inclement weather, or crisis.

You will be a Mission Essential employee. This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location / facility.

May be converted to permanent (See Next Steps section)

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.

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.

Education substitution may not be used in lieu of specialized experience for this grade level.

This position is being filled as Term appointment not-to-exceed (NTE) 2 Years. Current permanent DLA employees eligible as a Promotion, this position will be filled as a Temp Promotion NTE 2 Years and may be extended up to a total of 5 years or converted to a permanent promotion without further competition.

The selectee will be required to sign a written agreement acknowledging the conditions of this temporary assignment / appointment and that they may be released from this position upon management discretion.