Summary
The Head of Phone Operations serves as a pivotal member of the Digital Services senior leadership team, providing executive direction, strategic leadership, and oversight for the national 800 Number Network (N8NN)-one of the largest and most visible customer service operations in federal government. The incumbent directly supports the Chief of Digital Services by leading the strategic direction, management, and implementation of continuous service quality improvements of the agency's N8NN.
Duties
The Head of Phone Operations provides executive leadership for the management, modernization, and continuous improvement of the national 800 number network (N8NN), including oversight of all phone product, platform, and analytics functions. Accordingly, they lead the strategic direction, management, and continuous improvement of the agency's N8NN phone product and analytics, fostering a culture of innovation, accountability, and ongoing N8NN improvement. Additionally, the Head of Phone Operations is also responsible for the following: Directly supporting the expansion and modernization of digital service, through the N8NN services, including processes designed to improve user experience and service delivery. Overseeing the planning and conducting of studies, pilots, and analyses on a variety of multi-channel communication services provided by SSA to improve the overall customer experience. They maintain detailed customer experience analytics from management information systems to identify specific operating areas for measuring and improving customer service. Providing broad operational support in the areas of service delivery plans, operational strategies, and quality, including national oversight and direct support for SSA's Call Answering Sites, and evaluating SSA's telephone service to customers delivered by the N8NN and field office phone networks.
Requirements
To be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan). Must be a U.S. Citizen or National. Subject to a 1-year supervisory probationary period (unless already completed). Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency. If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so. May be subject to pre-employment and random drug tests. Must file a Confidential Financial Disclosure Report OGE-278e within 30 days of appointment and annually from then on. You may be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal. There are three key documents that contain important information about your rights and obligations. Please read and retain these documents: Noncriminal Justice Applicant's Privacy Rights, for those who undergo an FBI fingerprint-based criminal history record check for personnel vetting, which includes Rap Back; FD-258 Privacy Act Statement - FBI (this is the same statement used when your fingerprints are submitted as part of your background investigation); and SEAD-3-Reporting-U.pdf (dni.gov), (applicable to those who hold a sensitive position or have eligibility for access to classified information).
How you will be evaluated
Do not list a Social Security Number or Date of Birth on any attachment. Once the application process is complete, a Human Resources Specialist will conduct a review of your resume and supporting documentation. If you meet minimum qualifications, your Application Package will be further reviewed to determine if you possess the Executive Core Qualifications (ECQ) and Technical Qualifications (TQ) listed above. The ECQs and TQ must be thoroughly addressed within your two (2) page resume. Separate narratives will not be accepted or reviewed. Highly Qualified applicants may undergo one or more interviews and may be referred to the selecting official for further consideration, including reference checks. You will be evaluated on the quality and extent of your accomplishments and experience. Your application will be rated and ranked by an SES Rating Panel, comprised of at least three SES members, using only the information submitted within the application package. Applicants determined to be Highly Qualified must demonstrate sufficient possession of the ECQs, TQ, and DQs, and will be referred to the hiring organization for further consideration. Upon selection, if you have not provided evidence of noncompetitive status (i.e., a current SES, OPM Qualifications Review Board (QRB) certified SESCDP graduate, or SES reinstatement eligible), you must participate in a Structured Interview assessment based on the ECQs conducted by an OPM QRB prior to appointment. Your application will be forwarded to OPM for review and certification by the QRB. Upon QRB certification, the selected individual will be required to serve a one-year probationary period. For more information regarding the SES, go to https://www.opm.gov/policy-data-oversight/senior-executive-service/