Customer Service Team Manager

Summary As a supervisor/manager, the selectee for this position will be eligible to receive a Manager Performance Incentive (MPI) provided eligibility requirements noted in agency policy are met. The MPI is an annual lump-sum incentive payment that considers agency performance, the manager's individual performance, and available funding. Serves as the Customer Service Team Manager for the Customer Service Team (AJW-L210) within the FAA Logistics Center. Responsibilities Directs the work of the Customer Service Representatives and the Customer Care Center. Work usually includes a mixture of routine and complex projects/programs based on the objectives of the Logistics Center and Technical Operations. Managerial duties typically affect employees and managers in more than one organizational unit/project/program, and include planning, communicating the organization's vision and objectives, setting priorities, assigning tasks and responsibilities, monitoring and evaluating performance, coaching and developing employee capabilities, approving leave, position selections, promotions, training, awards, taking or recommending corrective/disciplinary action as appropriate, hearing and resolving grievances, as appropriate. Defines, plans, and organizes assigned budget, staff, and other resources to accomplish objectives for more than one program. Manages budget and either reallocates resources among programs or requests additional resources, as needed. Performs critical aspects of the budget planning process, including projecting short-term and long-term future needs and justifying resource requirements. Works with the budget and the accounting staff in the field and the Logistics Center to track costs and works to resolve all issues that may arise during the recovery efforts. Applies an advanced knowledge of the technical aspects of the work directed, an advanced knowledge of budget, human resource, and other administrative policies and procedures, and an advanced understanding of the objectives of the group. Supervises the analyses in the review and evaluation of customer service activities. These analyses are conducted to ensure proper program integration and conformance to FAA Logistics Center Policy, completeness, and adequacy of operations in meeting goals and objectives. Prepares recommendations based on such and discusses recommended course of action with the FAA Logistics Center management team. Coordinates and directs all FAA Logistics Center responses to disasters that impact the NAS. To include oversight on disaster recovery unique tracking codes to the declared disaster; ordering of disaster recovery materials and supplies; coordinates the staging and shipment of materials and supplies; participates in teleconferences and correspondence in support of the disaster recovery efforts; keeps FAA Logistics Center higher level management updated on the recovery efforts. Contacts are primarily within the organizational unit, major subdivision and the LOB/SO with subordinates, peers, and higher-level managers to discuss the status of projects/programs and to plan for the future. In some areas, may have frequent contact with customers, other government entities, and other external parties to interpret policies/procedures or for other project/program purposes. Has authority to make commitments for subordinate organizational units, within guidelines. Oversees the preparation of the daily FAA Logistics Center National Operations Control Center (NOCC) report that updates status of FAA Logistics Center NAS support. Provides organizational planning and development, productivity, work improvement and work methods, work measurement, goals and objectives and information management for FAA Logistics Center organizations. Responds in a timely manner to any inquiries concerning the FAA Logistics Center. Work activities typically impact directly on project/program objectives for more than one organizational unit and for the major subdivision. Work frequently affects the major subdivision's internal and external customers. Individual and organizational performance is typically reviewed periodically by higher-level management, usually through status reports and organizational performance measures. Has discretion to ensure the alignment of projects/programs with the tactical (short-term) objectives of the major subdivision. Requirements Conditions of Employment We are not accepting applications from noncitizens. Qualifications To qualify for this position at the FV-J (FG/GS-14/15) level, you must demonstrate in your application that you possess at least one (1) year of specialized experience equivalent to the next lower level, FV-I (FG/GS-13). Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Specialized Experience: Experience providing leadership in the development, organization, implementation, measurement, evaluation and negotiation of customer service programs; budget planning to include projecting short-term and long-term future needs and justifying resource requirements; review and evaluation of customer service activities; experience with unique tracking codes to the declared disaster; ordering of disaster recovery materials and supplies; coordinates the staging and shipment of materials and supplies. Applicants should include examples of specialized experience in their work history. Qualifications must be met by the closing date of this vacancy announcement. Education Information Regarding KSAs: As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA. In lieu of providing a KSA narrative response in the text box listed below each Knowledge, Skill and Abilities, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and other factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration. Additional Information We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family. Notes: 1. Applicants must apply on-line to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be considered. 2. Some, none or all applicants may be interviewed. 3. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job. 4. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: Pay & Benefits | Federal Aviation Administration (faa.gov) 5. Additional information regarding living in Oklahoma can be found at www.abetterlifeokc.com. 6. To confirm receipt of documents, please contact Wes Gurley at wesley.a.gurley@faa.gov. This is not a bargaining unit position. Links to Important Information: Locality Pay, COLA