Telework Eligible

Yes

Major Duties

• Serves as Branch Chief and Customer Relationship Management Site-Integrator, with responsibility for developing effective customer support services to meet worldwide customer requirements.
• Managing, coordinating, and directing customer outreach programs and measuring customer satisfaction for the total organization.
• Continually assessing new customer initiatives to enhance DLA customer support, leading organizational changes or work processes to improve customer support.
• Responsible for requirements determination/analysis meeting Department of War customer needs, establishing immediate and long-range customer outreach goals, plans, and schedules to meet changes in legislation, program authority, and funding.
• Adjusting resources to satisfy changing customer requirements to ensure a positive impact on the logistics community by meeting customer needs for timely and accurate logistics information.
• Providing external-facing web content management support for DLA Logistics Operations.

Qualification Summary

To qualify for a Supervisory Program Analyst, your resume and supporting documentation must support: A. 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-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 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: Providing external facing/customer communications/content management; review and/or edit information before publishing. Planning and/or conducting customer outreach activities to enhance the customer experience. Familiarity with data gathering/analysis surrounding the customer experience and/or management data, for example, customer satisfaction, quality measures, resolution/response rates, categories of contacts, and contact volumes. 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.

The Nation's Logistics Combat Support Agency, responsible for delivering agile, adaptive, and resilient logistics support across the continuum of conflict.