Supervisory Customer Operations Division Chief

DLA Careers; Richmond (VA); On-site; USD 131,000 - 171,000; Full time

Job summary

DLA Careers in Richmond, VA seeks a Supervisory Customer Operations Division Chief to lead the Land Operations Division, delivering unified, customer-focused Class IX support to Army and Marine Corps Operational Forces. You will oversee order resolution and data-driven prioritization to maximize readiness and support to the warfighter.

The role requires DoD certification, leadership experience at GS-14 level, and the ability to coordinate across commands.

Qualifications

• Specialized Experience: One year of specialized experience at GS-14 level or equivalent.
• Lead responsive, customer-focused DLA support
• Knowledge of Army/Marine Corps commands, policies, and operations
• Resolve or coordinate solutions for customer order and support issues

Responsibilities

• Oversee customer service and issue resolution for Army and Marine Corps Operational Forces within the Class IX supply chain.
• Manage customer relationships and support integration within assigned customer cells.
• Monitor the overall support health and assess impacts to readiness and order fulfillment.
• Analyze demand across logistics IT systems to identify trends affecting readiness and supply performance.
• Stay informed on contingencies to ensure support aligns with customer wartime requirements.

Skills

Customer relationships

Data analysis

DLA policies

Issue resolution

Job description

Summary

See below for important information regarding this job.

Position may be filled at either location:

Whitehall, OH: $131,245 - $170,624

Richmond, VA: $131,385 - $170,806

Duties

• Serves as Chief of the Land Operations Division, overseeing the Division’s mission of providing unified, customer-focused Class IX support to Army and Marine Corps Operational Forces through customer relationship management
• Cont'd: resolving CL IX order issues, and leveraging data-driven analysis to prioritize efforts and maximize support to the warfighter.
• Oversee customer service and issue resolution for Army and Marine Corps Operational Forces customers across the Class IX supply chain, including customer service management tickets and order resolution.
• Maintain coordination with Army and Marine Corps operational forces to provide unified, customer-focused support, focused on resolving individual orders.
• Monitor the overall support health of Army and Marine Corps Operational Forces and assess impacts to readiness and order fulfillment.
• Analyze demand across logistics information technology systems to identify trends affecting readiness, requirements, and supply performance.
• Manage customer relationships and support integration within assigned customer cells to ensure consistent and effective support across accounts and activities.
• Stay informed on current and emerging contingencies to ensure support aligns with customer operational and wartime requirements.

Requirements

Help

Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Flexible
• Security Requirements: Non-Critical Sensitive with Secret Access
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Not Authorized
• Supervisory Probation: Required
• Completion of Supervisory Certification Program: Required
• Bargaining Unit Status: No
• Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities. See https://www.tsa.gov/real-id for more information.
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.
• You will be a Mission Essential employee. This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location/facility.

Qualifications

To qualify for a Supervisory Customer Operations Division Chief, your resume and supporting documentation must support:

• 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-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 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:
• Lead responsive, customer-focused DLA support that improves readiness, sustainment, and mission capability for customers.
• Understanding of the DLA Customer Relationship Management policy, processes, and execution.
• Knowledge of the Department of Army and United States Marine Corps task organizations, major subordinate commands, combatant commands, weapon systems, Global Force Management, and employment of Army and Marine Corps forces in support of global military operations.
• Resolve or coordinate solutions for customer order and support issues.

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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional information

Position requires DoD Acquisition Life Cycle Logistics, Advanced certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resource

Compliance with 5 C.F.R.

• 302.106, DLA will provide Section 508 conformant ICT to employees with disabilities. All ICT interfaces with the public related to vacancy announcements and career transition opportunities must conform to the applicable requirements in the current ICT Standards and Guidelines (36 C.F.R.
• 1194).

For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf

Drug-Free Workplace Policy

The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug‑free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre‑employment, reasonable suspicion, post‑accident, and random drug testing.

Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six‑month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability successfully pass; or refusal to conduct the test may result in: 1) the tentative or FJO being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment. You may be required to sign a "Drug Test Statement of Understanding" if you are selected for this position.

The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids.

ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is illegal

Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job? The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.