ORGANIZATION

The Partnership for Public Service is a nonpartisan, nonprofit organization dedicated to building a better government and a stronger democracy. We believe that our future and our democracy depend on our ability to solve big problems-and that we need an effective federal government to do so. For more than 20 years, we have helped make this vision a reality, helping our government-the public institution most fundamental to our democracy-address current and future challenges. 

Our staff is diverse in experience and perspective, but at our core, we share a lot of the same traits: we are mission-driven, creative, collaborative, optimistic and inclusive.

Our work is strategic, fast-paced and guided by our values:

• Passion for public service and our work toward a more effective government. 
• People who promote a culture of learning, leadership, collaboration, inclusion and respect. 
• Persistence to drive change, take strategic risks and deliver results. 
• Promise to be trustworthy, nonpartisan, and fiscally responsible. 

We hire smart and friendly people who are great at what they do and good to one another in the process.

POSITION OVERVIEW

As a manager on our Customer Experience (CX) team, you will lead our federal CX community-building efforts, including design and delivery/facilitation of CX roundtables and designing custom fee for service offerings for agency engagements.

Your responsibilities will include the following:

• Implementing and further developing the organization’s strategy to engage government CX champions.
• Establishing and developing productive and collaborative relationships with government stakeholders and partnering organizations, including leading a federal customer experience community. 
• Managing the CX community engagement program, currently consisting of monthly CX roundtables and a mentor-protégé component.
• Leading the design of monthly federal CX roundtables that include participants ranging from emerging leaders to senior executives. 
• Creating roundtable materials as needed, which might include handouts, presentations, exercises, and other tools for participant engagement.
• Leading delivery/facilitation of monthly federal CX roundtables.
• Advise and work with other Partnership for Public Service teams to translate insights from the federal CX community into action and impact through program design, policy advocacy, training programs, communications, and other interventions. 
• Providing guidance on other challenges, opportunities and topics within the federal CX community and the Partnership’s role in addressing them.

KEY COMPETENCIES

• Demonstrated presentation and facilitation skills.
• Excellent project management skills, including prioritizing, organizing, delegating, and planning work to complete projects from initial conceptualization through timely delivery of high-quality deliverables.
• Ability to build and manage project budgets.
• Proven track record of sound judgment and decision-making with proactive problem-solving abilities.
• Strong team player, fostering collaboration across the organization.
• Superior written and verbal communications skills.
• Passion for the Partnership for Public Service mission and nonpartisan values.
• Strong commitment to diversity, equity and inclusion.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in a related field, or equivalent professional work or military experience.
• Five to seven years of relevant work experience, including demonstrated success leading projects to accomplish results. 
• Demonstrated project management experience, including budgeting and fiscal management.
• Experience working collaboratively with multiple stakeholders and subject matter experts to customize program approaches and content.
• Experience working in/with the federal environment and knowledge of government customer experience preferred.
• Knowledge of/background in customer experience and human-centered design preferred.
• Experience designing and facilitating high-quality virtual, hybrid and in-person programs and/or events preferred.

SUPERVISORY RESPONSIBILITY/REPORTING STRUCTURE

This position reports to a senior manager or director of the CX portfolio. This position will directly or indirectly supervise associate managers, associates and/or interns.

WORK ENVIRONMENT

This job operates in a hybrid (remote office) environment in Washington, DC, and requires the candidate to be a permanent resident in the Washington, DC, Maryland or Virginia area. This role is expected to work in the office, on average, two days per week. This position requires consistent use of office equipment such as computer, telephone, printer/scanner and MS Office.

In assessing employee performance at the Partnership, we consider collaboration, results, demonstration of our values and a commitment to diversity, equity, inclusion and accessibility. Our performance review process runs the calendar year; we conduct a performance check-in at mid-year and complete a formal full-year assessment at year end. Salary increases are based on the full-year performance assessment.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position with regular work hours Monday-Friday, 9 a.m. to 6 p.m. Occasional evening or weekend activities may be required. Please note that Partnership allows flexibility in work schedules. 

TRAVEL

If travel occurs, it is usually during the business day. Some out of the area and/or overnight travel may occasionally be required. 

SALARY AND BENEFITS

The Partnership offers a compensation package that includes a competitive salary starting between $70,000 to $95,000; medical, dental and vision coverage; life insurance; long- and short-term disability insurance; a 401K program with a 4 percent employer match; commuter benefits; opportunities for training and development; 15 days of annual leave per year, 10 days of sick leave per year, plus all federal holidays and the day after Thanksgiving off; and use of an on-site exercise facility.