SUPERVISORY PROGRAM SPECIALIST (Division Chief, Customer Experience Division)

Summary

DCSA seeks a dynamic leader to serve as Chief, Customer Experience (CX) Division in the Strategic Engagement Office. This role leads the development, implementation, and governance of DCSA's enterprise CX program, ensuring alignment with strategic goals and compliance with federal mandates. The incumbent oversees CX experts, drives customer-centric strategies, enhances accessibility, tracks metrics, fosters a culture of CX excellence, and collaborates with internal and external stakeholders.

Duties

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As a SUPERVISORY PROGRAM SPECIALIST (Division Chief, Customer Experience Division) you will be responsible for the following duties:

• Provides visionary leadership and strategic direction for the DCSA's CX program, ensuring alignment with agency strategic goals, federal mandates, and customer needs. Leads the development, implementation, and maturation of CX strategies, driving a customer-centric culture across the organization.
• Establishes and leads CX governance efforts, including the creation of a CX Council to align initiatives across DCSA directorates, enterprise services, and external oversight bodies
• Builds, manages, and develops a high-performing team of CX professionals, fostering a collaborative, innovative, and results-driven work environment. Provides mentorship, coaching, and performance management to ensure team members excel in their roles and contribute effectively to the DCSA mission.
• Leads initiatives to gather and analyze customer feedback through various channels (e.g., journey maps, VoC), identifying pain points and opportunities for improvement. Oversees the design and implementation of streamlined customer-facing processes, enhanced self-service options, and improved accessibility to DCSA services.
• Establishes and maintains strong relationships with internal and external stakeholders, including government agencies and industry partners. Represents DCSA in CX-related engagements, communicating the agency's vision, priorities, and progress, and advocating for customer-centric solutions.
• Defines and tracks key CX performance metrics, using data analytics to identify trends, insights, and opportunities for continuous improvement. Develops and presents regular reports to DCSA leadership, providing data-driven recommendations to enhance the customer experience and achieve organizational goals.
  
  

Requirements

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Conditions of employment

• Must be a US citizen
• Selective Service Requirement: Males born after 12-31-59 must be registered for Selective Service. For more information http://www.sss.gov
• Resume and supporting documents received by 11:59PM EST will be considered
• This is a Drug Testing designated position
• Position is a (DCIPS) position in the Excepted Service under U.S.C. 1601
• Work Schedule: Full Time
• Overtime: Occasionally
• Tour of Duty: Flexible
• PCS (Permanent Change of Station): Not Authorized
• Fair Labor Standards Act (FLSA): Exempt
• Financial Disclosure: Required
• Telework Eligibility: Supervisors may approve situational telework on a case-by-case, temporary basis for limited situations.
• If selected, the incumbent must obtain and maintain appropriate security clearance as indicated in job announcement.
  
  

Qualifications

The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See:https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/miscellaneous-administration-and-program-series-0301/ for OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 12/15/2025

Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies/knowledge, skills and abilities necessary to successfully perform the duties of the position.

You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GS/GG-14) in the Federal service and are prepared to take on greater responsibility.

Generally, this would include one year or more of such specialized experience.

Specialized Experience For This Position Includes

• Developed and implemented comprehensive Customer Experience (CX) strategies and action plans that achieved organizational goals and complied with mandates.
• Directed and managed large, complex, and multi-faceted programs involving a variety of CX-related activities.
• Used data analytics and performance metrics to inform decision-making, and drive continuous improvement of customer experience within an organization.
• Applied federal/industry CX policies and guidelines in a practical setting.
  
  

Specifically You Will Be Evaluated On The Following Competencies

• Creativity and Innovation -Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes.
• Qualitative/Quantitative Analysis - Developing and applying quantitative and qualitative analytic methods to identify, collect, process, and analyze large data sets.
• Customer Service -Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Program Management-Designs, implements and manages multiple or ongoing programs/projects, and directs the related resources, personnel and activities.
• Leadership-Influences, motivates, and challenges others; adapts leadership styles to a variety of situations.
  
  

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional information

VETERANS PREFERENCE/CURRENT OR FORMER FEDERAL

In accordance with DoD Instruction 1400.25, Volume 2005, veterans preference is not required to be applied when considering candidates with prior Federal competitive or excepted service who have completed a probationary or trial period and have not been separated for cause. Therefore, veterans preference will not be applied to applicants with current federal service, or former federal civilian service meeting the above criteria.

Re-employed Annuitant: This position does not meet criteria for re-employed annuitant. The DoD criteria for hiring Re-employed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/1400.25-V300.pdf

Applicants selected from this announcement may be required to serve a two-year trial period.

If selected, Federal employees currently serving in the competitive service must acknowledge that they will voluntarily leave the competitive service by accepting an offer of employment for a DCIPS excepted service positions.

If selected, non-DCIPS candidates must acknowledge in writing that the position they have been selected for is in the excepted service and covered by DCIPS.

All Defense Intelligence positions under the Defense Civilian Intelligence Personnel System (DCIPS) are in the excepted service by specific statue, 10 U.S.C. 1601. This position is in the excepted service and does not confer competitive status.

For more information on the DCIPS occupational structure click here.

For more information about career advancement in DCIPS click here.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.