Summary

This position is being recruited under 10 USC 1599f into the Cyber Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It has been identified as a position necessary to carry out and support the mission of the US Cyber Command.

It is in the Supervision/Management Work Category at the Expert Work Level within the CES Occupational Structure. It is located in the DISA CUST EXP PORTFOLIO OFFICE (HC4).

Duties

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• This position serves as the Chief of Customer Experience (CX) Office.
• Establishes strategic direction for the customer experience office and aligns with overarching vision.
• Directs, mentors, and evaluates subordinate supervisors to ensure successful cross-functional execution.
• Develops, defends, and reports the business case to demonstrate value and ensure return on investment.
• Leverages data analytics to provide insights and builds executive business cases for senior leadership.
• Coordinates with external stakeholders to integrate initiatives and resolve operational conflicts.

Requirements

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Conditions of employment

• Must be a U.S. Citizen.
• Males born after 12-31-59 must be registered or exempt from Selective Service.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• In accordance with the DoD 8140 policy series, the position is subject to completing Foundational Qualifications in 9 months and completing Residential Qualification requirements overall in 12 months.
• This position requires submission of a Financial Disclosure Statement, OGE-450.
• This position requires a Top Secret/ Sensitive Compartmented Information (TS/SCI) security clearance.
• This is a drug test designated position.

Qualifications

In order to qualify for this position, you must meet the requirements described below.

Basic Requirements:

Attention to Detail - experience reviewing my own information technology-related work or data and have been asked by others to review their work or data to ensure accuracy, completeness, and consistency with standards.

Customer Service - experience maintaining relationships with customers, assessing current information technology needs of customers, and developing or identifying information technology products and services that are tailored to meet customer needs.

Oral Communication - briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical information to a non-technical audience.

Problem Solving - identifying alternatives to address complex information technology-related issues by gathering and applying information from a variety of sources that provide a number of potential solutions.

Qualifying Experience:

To qualify at the GG-15, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service.

For this position, qualifying experience is defined as: Leading, and scaling a multi-disciplinary, customer-centric organizations within IT/Cloud environments, specifically managing a multi-division portfolio of personnel across sales, customer retention, and ITSM operations. This may include direct fiduciary ownership of a budget, with a documented history of presenting performance metrics, enduring strategies, and providing GO/FO/SES level executive briefings. Qualifying experience must show direct responsibility for driving an increase in customer consumption, a reduction in customer loss, and/or an improvement in measurable customer satisfaction metrics.

Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

Education

There is no substitution of education for thequalifying experience at the GG-15 grade level.

Additional information

• A three year trial period may be required if you have not previously completed a trial or probationary period in the excepted or competitive service.
• This position is subject to completion of 1 year probationary period for assignment to a supervisory position.
• Accepting this position, you may be required to serve a 3-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• Management has the prerogative to select at either grade level.
• Telework availability will be based upon the mission requirements and supervisory determination
• Individuals tentatively selected for drug testing designated positions at the Defense Information Systems Agency will be required to submit to urinalysis for illegal drugs prior to appointment or placement.
• This is a covered position and the person selected for this position must complete an OGE Form 450, Confidential Financial Disclosure Report within 30 days of appointment pursuant to 5 CFR 2634.903(b) (DoD 5500.7).
• We may use this announcement to fill additional vacancies within 90 days of the closing date.
• Moving costs MAY be paid.
• The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here.
• Recruitment, relocation, or retention incentives MAY be authorized.
• This position is covered under DoD Manual 8140 which will be subject to future Cyber Workforce requirements as defined by the Manual.
• This position has been designated as "Mission Essential." Incumbent will be required to report to work or relocate to a new duty location, within the United States, in times of local/national emergency.
• PPP Application Based Preference Eligibles (Military Reserve and National Guard technicians, Military Reserve and National Guard technicians receiving disability retirement, and Retained Grade employees) will receive priority consideration at the full performance level only.
• Because this position is in the Cyber Excepted Service, Veterans' Preference will be applied to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement." If you are a veteran claiming veteran's preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package.
• For more information on the Cyber Excepted Service Personnel System, click here.
• For more information on veterans' preference, click here.
• For more information regarding qualifications requirements, click here.
• All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-0454 for assistance.
• If selected, the authorized rate of pay may exceed the stated maximum salary rate range under certain circumstances.

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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.