Summary
The Branch Manager of Customer Engagement and HR Service Strategy is responsible for AHC designs, establishes, and manages the FAA strategic human resource policies and frameworks, leveraging advanced HR data analytics and metrics to optimize workforce programs and ensure organizational compliance.
Duties
Serves as the senior leader responsible for the Customer Engagement Advisor program and enterprise HR service delivery strategy. Provides strategic direction, oversight, and management of a team of Customer Engagement Advisors responsible for supporting FAA Lines of Business and Staff Offices. Ensures a customer-centric, data-driven, and compliant HR service delivery model that aligns workforce solutions, service performance, and human capital strategies with agency priorities. Major Duties and Responsibilities Customer Engagement Program Leadership: Provides leadership and supervision for Customer Engagement Advisors. Establishes enterprise standards, operating procedures, and service expectations. Oversees strategic engagement with executive leadership and serves as the senior escalation point for significant HR service issues. HR Service Delivery Strategy and Governance: Develops and implements enterprise HR service delivery strategies. Establishes governance processes to monitor service performance. Advises senior leadership on service delivery trends and organizational effectiveness. Enterprise Performance Management and Analytics: Oversees development and monitoring of HR service delivery metrics and KPIs. Directs analysis of workforce and service delivery data. Provides executive-level briefings and recommendations. Workforce Strategy and Organizational Effectiveness: Leads assessments of workforce trends and organizational health. Collaborates across HR functions to develop integrated solutions. Advises executives on workforce modernization and succession planning. Customer Experience and Continuous Improvement: Establishes processes for evaluating customer feedback. Leads continuous improvement initiatives and promotes innovation. Cross-Functional Leadership and Collaboration: Builds partnerships across HR functional directorates. Facilitates resolution of complex, high-visibility issues. Change Management and Transformation: Leads HR transformation initiatives. Directs change management efforts and champions accountability and customer service excellence. Supervisory Responsibilities: Plans, assigns, directs, and evaluates work; establishes performance expectations; manages workload and staffing; and develops employees through coaching, mentoring, and succession planning.
Requirements
We are not accepting applications from noncitizens.
Education
Education cannot be substituted for experience.
How you will be evaluated
IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.