Summary

As a Program Manager at the GS-0340-15, you will be part of Retirement Services, Office of Personnel Management. If selected, you will be responsible for leading the end to-end modernization of the Retirement Information Office (RIO) Contact Center, ensuring that strategy, technology, operations, workforce transformation, and customer experience improvements are fully aligned with OPM priorities.

Duties

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• Serving as the Senior Program Manager for OPM's Customer Experience program with primary responsibility for leading modernization of the RIO Contact Center.
• Ensuring modernization plans align with OPM strategic priorities, retirement services objectives, customer experience goals, technology modernization efforts, and operational needs.
• Serving as Product Manager for RIO Contact Center technologies, including customer relationship management systems, telephony platforms, workforce management tools, AI-enabled agents.
• Establishing priorities, coordinates sprint planning and releases management, and ensures that modernization activities are integrated across technical, operational, acquisition, security, privacy, accessibility, and workforce domains.
• Developing and recommends strategies, policies, operating models, and governance frameworks to guide customer service modernization.

Requirements

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Conditions of employment

• Must be a U.S. Citizen or National
• Males born after 12-31-59 must be registered for Selective Service
• Suitable for Federal employment, determined by a background investigation
• May be required to successfully complete a probationary period
• Candidates will not be hired based on their race, sex, color, religion, or national origin
• Complete the initial online assessment and USAHire Assessment, if required
• This position is eligible for inclusion in the bargaining unit. The union that represents employees in this position is the American Federation of Government Employees (AFGE) Local 32.

Qualifications

For the GS 15: You must have one year of specialized experience equivalent to at least the GS-14 grade level in the Federal service or equivalent, performing all of the following:

1. Managing contact center technologies such as customer relationship management (CRM) systems, telephony platforms, workforce management tools, or AI-enabled agent capabilities; AND
2. Coordinating across cross functional stakeholders including IT, security, privacy, acquisition, accessibility, and workforce to ensure compliant, integrated system implementation; AND
3. Using data, analytics, and customer feedback to identify performance gaps, inform prioritization decisions, and measure the impact of modernization efforts; AND
4. Advising senior or executive leadership on modernization strategy, program risks, vendor performance, technology tradeoffs, and service delivery outcomes; AND
5. Applying Agile delivery methods to manage product backlogs, coordinate sprint planning, sequence releases, and ensure incremental delivery aligned with business and customer priorities.

Applicants must meet applicable time-in-grade requirements to be considered eligible. One year at the GS-14 level is required to meet the time-in-grade requirements for the GS-15 level.

You must meet all qualification and eligibility requirements by the closing date of this announcement.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Additional information

Relocation expenses will not be paid.

If you are unable to apply online and would like to request information about the Alternate Application process, please use the contact information at the bottom of this announcement.

This job opportunity announcement may be used to fill additional similar vacancies across OPM.

During the application process you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions.

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period, or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

- your performance and conduct;

- the needs and interests of the agency;

- whether your continued employment would advance organizational goals of the agency or the Government; and

- whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period (or trial period) your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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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.

Benefits

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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.