Management and Program Analyst (Customer Service)

US Architect of the Capitol; Washington (District of Columbia); On-site; USD 110,000 - 140,000; Full time

Job summary

US Architect of the Capitol in Washington, DC seeks a Senior Analyst and Program Manager to coordinate and support all aspects of Customer Service and to manage the AOC Customer Experience Program. The role requires adherence to OPM qualification standards and a proven track record in customer service leadership.

The successful candidate will develop, implement, and refine frameworks, policies and evaluation methods to enhance the customer experience across the organization, and will drive

Qualifications

• Specialized experience must be equivalent to at least the next lower grade level.
• Experience developing and refining customer service frameworks for large organizations.
• Ability to analyze and measure the effectiveness of customer service programs.
• Experience incorporating interactive training techniques to improve training outcomes.

Responsibilities

• Coordinate and support all aspects of Customer Service.
• Manage the AOC Customer Experience Program.
• Develop, implement, and refine customer service policies and procedures.

Skills

Customer service leadership

Policy development

Data analysis

Training techniques

Job description

This position is located in the Architect of the Capitol (AOC), Office of the Chief of Operations (OCO). Serving as a Senior Analyst and Program Manager, you are responsible for coordinating and supporting all aspects of Customer Service and managing the AOC Customer Experience Program.

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement.Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions.It is available for your review on the OPM web site at http://www.opm.gov/qualifications.

Specialized experienceis experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level.

To qualify at the GS-14 level, your resume must clearly demonstrate that you have one full year of specialized experience.

• Managing and leading in the development, implementation and refinement of the customer service framework, systems and strategies for a large organization.
• Developing new policies, processes and procedures to assess and enhance the customer experience.
• Conducting analysis and measuring the effectiveness of customer service programs and initiatives.
• Incorporating and motivating, creative, and interactive training techniques to enhance the training experience, resulting in maximum customer use and retention efforts.