Strategy Plans & Engagement Director

Job Details

Position Overview

Duties

• Develop and execute a comprehensive, holistic customer experience strategy that aligns directly with Command and directorate strategic goals, ensuring a positive and seamless customer journey across the entire service life cycle.
• Serve as the directorate's primary advocate for the customer by establishing mechanisms to gather feedback, analyze user needs through surveys, and translate data-driven insights into actionable service delivery improvements.
• Define, establish, and continuously monitor Key Performance Indicators (KPIs) and service metrics to track the effectiveness of CX initiatives, assess overall organizational health, and evaluate operational efficiency.
• Serve as the ultimate escalation point for technical and customer service issues, actively coordinating with other internal IT teams to facilitate rapid, effective resolution and provide necessary project support.
• Act as the strategic bridge between technical support teams and business stakeholders, successfully balancing rapid operational efficiency with optimal user satisfaction within a fast-paced technology environment

Qualifications & Requirements

Education

Conditions of Employment

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• In accordance with the DoD 8140 policy series, the position is subject to completing Foundational Qualifications in 9 months and completing Residential Qualification requirements overall in 12 months.
• This is a drug testing designated position.
• Complete initial Eligibility Questionnaire: Your resume must demonstrate the quality of your work as it relates to the experience requirements outlined in the job announcement.
• This is a mission essential position.
• The incumbent is required to submit a Financial Disclosure Statement, OGE-450 Executive Branch Confidential Financial Disclosure Report, upon entering the position and annually thereafter, IAW D0D 5500.07 Joint Ethics Regulation (JER).
• The incumbent must be cleared for Category Two Presidential Support Duty on a "Yankee White" Single Scope Background Investigation (SSBI).

Evaluations

• Technical Competence
• Customer Service
• Leadership

Required Documents

1. Resume: A two-page maximum resume is required. Applicant guidance on the two page resume requirement may be found at https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/ Learn more about the new resume requirements
2. Transcripts (if applicable) If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.
3. SF-50 - Current and former federal employees, including those currently working for the agency, must submit their SF-50 (Notification of Personnel Action) reflecting their highest grade held on a permanent basis for at least 52 weeks, tenure, and appointment type. Failure to provide this document may result in disqualification.
4. Veterans Preference Documentation (if applicable): Candidates claiming Veterans Preference must submit a DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military. Veterans with a service-connected disability must also submit a VA letter dated 1991 or later. DoD Components with CES positions apply Veterans' Preference to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement."
5. Military Spouse Preference (MSP) Eligible: Military Spouse Preference applicants, must be selected and placed at the highest grade level for which they have applied and been determined best qualified up to and including the full performance level. You must include a completed copy of the Military Spouse PPP Self-Certification Checklist dated within 30 days along with the documents identified on the checklist to verify your eligibility for Military Spouse Preference. To download the checklist, select "Save" or "Save As" instead of "Open." Save the document to your device then open it as a PDF. Once the form is opened, select "Enable All Features" and the form will populate so that it can be completed. https://www.esd.whs.mil/Directives/forms/dd3000_3499/DD3145-4/
6. Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician preference. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.
7. Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.
8. Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.

How to Apply

1. Your Resume

• Your resume MUST include the following information for each job listed: Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week). Read more about what should I include in my federal resume at USAJOBS.
• DO NOT include the following information: Classified or government sensitive information; Social Security Number; Photos of yourself; Personal information, such as age, sex, religious affiliation, etc.; or encrypted and digitally signed documents. Read more about what should I leave out of my resume? at USAJOBS

1. A complete Assessment Questionnaire (if applicable)
2. Other required supporting documents: (SEE THE SECTION OF THIS ANNOUNCEMENT ENTITLED "REQUIRED DOCUMENTS" FOR MORE INFORMATION ON WHAT SUPPORTING DOCUMENTS MAY BE NEEDED)

1. Follow the prompts to complete the assessment questionnaire and upload required documents.
2. Please ensure you click the Submit My Answers button to submit your application.
3. Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.