Summary The incumbent serves as a Supervisory Program Manager, to the Director of National Customer Service Center (NSCS), in the Office of Customer Care (OCC), Office of Customer and Stakeholder Engagement (QC), Federal Acquisition Service (FAS), General Services Administration (GSA). Location of position: This is a virtual position and duty location of this position will be determined upon selection. We are currently filling one vacancy, but additional vacancies may be filled as needed. Responsibilities Ensures the accomplishment of National Customer Service Center program objectives by providing program oversight, developing plans, policies and procedures, and directing and managing the program. Guides employees, interviews candidates for positions and recommends appointment, promotion, or reassignment to such positions; resolves complaints from employees; manages disciplinary measures; identifies developmental and training needs of employees; approves within-grade increases, awards, and travel needs for subordinates; finds and implements ways to eliminate or reduce significant bottlenecks and barriers; furthers the EEO program. Maintains strategic database operations to assist with strategic business decision making. Assists with the maintenance of the Schedules Archive Library and the GSA Products and Services Program. Receives, processes and resolves, within established standards, discrepancy reports. Leads technology-powered insights and automation through the integration of new technology tools into customer contact center service platforms. Enables predictive analytics to forecast service trends, automates routine inquiries, and provides more personalized customer interactions, ensuring that the contact center remains at the forefront of technological innovation and efficiency. Integrates systems research and implementation of new technology with formal but dynamic long-term strategic planning. Performs analysis, identifies problems and provides recommendations to improve GSA components and customer interfacing supply system operations. Leads interdepartmental synergy for holistic growth. Establishes a cross-departmental task force aiming for consistent customer experience enhancement. Promotes the sharing of insights and best practices across different business units, ensuring that the customer's voice influences every aspect of the organization's operations and strategy. Builds, strengthens and maintains customer relationships. Assesses customer satisfaction trends with GSA FAS services and where necessary, implements corrective actions. Collaborates with high-ranking agency officials to develop marketing visions and comprehensive marketing policy to maximize the efficiency and appeal of FAS product lines and inventory, ultimately attracting a larger client base. Requirements Conditions of Employment US Citizenship or National (Residents of American Samoa and Swains Island) Meet all eligibility criteria within 30 days of the closing date Meet time-in-grade within 30 days of the closing date, if applicable Register with the Selective Service if you are a male born after 12/31/1959 Undergo and pass a background investigation (Tier 2 investigation level-Moderate Risk) You must be granted this clearance before you can start the job. Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security’s e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment. Direct Deposit of salary check to financial organization required. Meet all eligibility criteria within 30 days of the closing date. Register with the Selective Service if you are a male born after 12/31/1959. US Citizenship or National (Residents of American Samoa and Swains Island. Qualifications For each job on your resume, provide: the exact dates you held each job (from month/year to month/year) number of hours per week you worked (if part time). If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume. For a brief video on creating a Federal resume, click here. The GS-14 salary range starts at $122,198.00 per year. Certain location-based pay entitlements (such as locality payment) are based on the location of the employee's official worksite associated with the employee's position of record. https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/2024/general-schedule To qualify, you must have at least one year of specialized experience equivalent to the GS-13 level or higher in the Federal service. Specialized Experience: Specialized experience is defined as experience performing customer relationship management and business development which must include: Utilizing e-business systems, customer relationship management systems, and business intelligence systems; Identifying, developing, and implementing new or improved policy and procedures for the customer service systems; Addressing customer service effectiveness and efficiency matters; and Translating technical concepts into understandable terms for senior stakeholders. Education Additional Information Bargaining Unit Status: - This position is ineligible for the bargaining unit. -You may have to do a 1 year supervisory probation period. -This is a Drug Test position. Additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area as needed; through other means; or not at all.