Supervisory Customer Operations Division Chief

Defense Logistics Agency; Richmond (VA); Hybrid; USD 131,000 - 171,000; Full time

Job summary

The Defense Logistics Agency in Richmond, VA is seeking a Supervisory Customer Operations Division Chief to lead the Land Operations Division and oversee unified Class IX support for Army and Marine Corps forces.

You will drive customer service, resolve order issues, and coordinate with Army and Marine Corps units to ensure readiness and timely fulfillment while using data-driven analysis to guide priorities and improvements.

Qualifications

• One year of specialized experience directly related to the position.
• Experience leading customer-focused DLA support to improve readiness and mission capability.
• Knowledge of Army/Marine Corps organizations, CRM policies, and related processes.
• Experience coordinating solutions for customer order and support issues.

Responsibilities

• Lead the Land Operations Division's mission providing Class IX support.
• Resolve order issues and prioritize efforts with data-driven analysis.
• Oversee customer service management and order resolution across forces.
• Coordinate with Army/Marine Corps forces for unified customer-focused support.
• Monitor overall support health and assess readiness impact.
• Analyze demand across logistics IT systems to identify trends.
• Manage customer relationships and integration within assigned customer cells.
• Stay informed on contingencies to align with wartime requirements.

Skills

Specialized Experience

Customer relationship management

Job description

Telework Eligible

Yes

Major 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.

Qualification Summary

To qualify for a Supervisory Customer Operations Division Chief, 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-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.

Compensation:

$131,245-$170,806 per year