Supervisory Customer Operations Division Chief

Customer Facing 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.

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.

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. Current permanent DLA employees eligible as a Reassignment / CLG, this will be filled as a Reassignment / CLG with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time. Upon termination / expiration of the temp assignment, placement will be either to the gaining or previous organization in accordance with DLA policy (DLAI 1442.04) regarding placement rights after a time-limited assignment.

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.

Position requires DoD Acquisition Life Cycle Logistics, Advanced certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years.

The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing. Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing.