Management and Program Analyst (Customer Service)

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions.

It is available for your review on the OPM web site at http://www.opm.gov/qualifications. 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 position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level.

To qualify at the GS-14 level, your resume must clearly demonstrate that you have one full year of specialized experience. Managing and leading in the development, implementation and refinement of the customer service framework, systems and strategies for a large organization. Developing new policies, processes and procedures to assess and enhance the customer experience. Conducting analysis and measuring the effectiveness of customer service programs and initiatives.

Incorporating and motivating, creative, and interactive training techniques to enhance the training experience, resulting in maximum customer use and retention efforts.

The Management and Program Analyst (Customer Service) is responsible for advising management regarding customer service, conducting analytics and carrying out initiatives and projects to ensure high quality services are provided by the AOC to building occupants/tenants, Capitol Hill visitors, other AOC offices/entities and to Members of Congress and their staffs. This position may also perform other management analysis duties in support of Agency Operations.

The individual selected for this position will: Customer Service/Customer Experience Program Oversight Serves as senior analyst, subject matter expert and advisor to AOC management and staff on customer service and improving customer experience.

Serves as the Program Manager for AOC's Customer Experience Program and leads the implementation and refinement of the AOC's customer service framework, systems and strategy, building on industry best practices and lessons learned to transform AOC's internal and external customer service to create a best-in-class customer experience.

Develops a customer experience internal infrastructure with interdisciplinary teams to address consistent, clear and intuitive customer interactions to develop a high-quality experience. Leads, guides and facilitates complex, cross-organization, cross-functional programs and efforts across AOC to improve understanding of customer needs, identify and assess internal customer pain points and improve the customer experience.

Advice, Reports, Analytics, Collaboration and Support Provides advice and guidance on jurisdiction operations and customer services including visitor support and client services. Develops and leverages metrics to maintain the most comprehensive understanding of customer service operations, trends and opportunities for improvement. Serves as liaison to operational jurisdictions and front-line client/visitor facing organizations, focusing on key aspects of agency operations affecting customer service and experience.

The employee must utilize knowledge of and comply with applicable Occupational Safety and Health Administration (“OSHA”), Office of Congressional Workplace Rights, and AOC rules and regulations to ensure that work progresses in a safe manner. Provides or receives training, either on-the-job or through classroom training, to ensure that all safety practices and equipment are fully utilized. Uses required Personal Protective Equipment (PPE) as appropriate. Performs other related duties as assigned.