Management and Program Analyst (Customer Service)

Architect of the Capitol; Washington (District of Columbia); On-site; USD 144,000 - 187,000; Full time

Job summary

Architect of the Capitol is seeking a Management and Program Analyst (Customer Service) in Washington, DC. This role oversees the Customer Experience Program and provides senior analytic guidance to improve services for occupants, visitors, and congressional staff.

The position requires advising management, leading cross‑functional projects, and ensuring safe, compliant operations under OSHA and related rules. Telework eligibility is noted and security clearance is Other.

Responsibilities

• Advises management regarding customer service and analyzes operations to improve the AOC customer experience.
• Leads the implementation and refinement of the Customer Experience Program and related frameworks.
• Ensures cross‑organisational collaboration to address customer needs and improves metrics and trends.

Job description

Management and Program Analyst (Customer Service)

• Location: Washington, District of Columbia
• Schedule: This is an Excepted Service position and does not require or confer Civil Service Competitive Status

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.

Key Responsibilities

The Management and Program Analyst (Customer Service) is responsible for advising management regarding customer service, conducting analytics and carrying out initiatives and projects to ensure high quality services are provided by the AOC to building occupants/tenants, Capitol Hill visitors, other AOC offices/entities and to Members of Congress and their staffs. This position may also perform other management analysis duties in support of Agency Operations.

The individual selected for this position will: Customer Service/Customer Experience Program Oversight Serves as senior analyst, subject matter expert and advisor to AOC management and staff on customer service and improving customer experience.

Serves as the Program Manager for AOC's Customer Experience Program and leads the implementation and refinement of the AOC's customer service framework, systems and strategy, building on industry best practices and lessons learned to transform AOC's internal and external customer service to create a best-in-class customer experience.

Develops a customer experience internal infrastructure with interdisciplinary teams to address consistent, clear and intuitive customer interactions to develop a high-quality experience. Leads, guides and facilitates complex, cross-organization, cross-functional programs and efforts across AOC to improve understanding of customer needs, identify and assess internal customer pain points and improve the customer experience.

Advice, Reports, Analytics, Collaboration and Support Provides advice and guidance on jurisdiction operations and customer services including visitor support and client services. Develops and leverages metrics to maintain the most comprehensive understanding of customer service operations, trends and opportunities for improvement.

Serves as liaison to operational jurisdictions and front-line client/visitor facing organizations, focusing on key aspects of agency operations affecting customer service and experience. The employee must utilize knowledge of and comply with applicable Occupational Safety and Health Administration (\"OSHA\"), Office of Congressional Workplace Rights, and AOC rules and regulations to ensure that work progresses in a safe manner.

Provides or receives training, either on-the-job or through classroom training, to ensure that all safety practices and equipment are fully utilized. Uses required Personal Protective Equipment (PPE) as appropriate. Performs other related duties as assigned.

Which agency is hiring for this position?

This position is with Architect of the Capitol, Legislative Branch.

What is the salary for this position?

The posted pay range is $143913 – $187093/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What security clearance is required?

This position requires a Other security clearance.

What is the application deadline?

Applications close on 2026-11-10.

What is the work schedule?

This is a This is an Excepted Service position and does not require or confer Civil Service Competitive Status position.

Who is eligible to apply?

This position is open under the 'Public' hiring path.