Customer Operations Manager

Duties
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• Serves as Deputy to the Director of the Customer Operations Directorate with delegated co-equal responsibility for directing and managing the integration, development, and implementation and oversight of all customer relationship (CRM) activities.
• Execution of DLA activity customer operations programs for the center in accordance with DLA strategic CRM policy, guidance, and staff.
• Responsible for planning, coordinating, directing and integrating multiple functions inherent in the Customer Operations Directorate to ensure effective demand planning, order fulfillment, and customer service support.
• Uses the DLA Activities structure to improve and strengthen relationships with customer segments, components, and sites to facilitate comprehensive responses to customer requirements.
• Incumbent is accountable and responsible for assigned program, to include development, documentation, and operation of both internal process and administrative/technical control.
• Manages a subordinate organizational structure providing corporate level marketing, business analysis, demand planning, and comprehensive customer service designed to maintain and improve customer relationships, product markets, and general support

Requirements
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Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Flexible (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work)
• Security Requirements: Non-Critical Sensitive, Secret
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Not Authorized
• Supervisory Probation: Required
• Completion of Supervisory Certification Program: Required
• Bargaining Unit Status: No
• This position requires a Life Cycle Logistics (L) / LCL, Advanced acquisition certification. The incumbent has 48 months to achieve this certification unless a Position Requirements Waiver is approved to extend the certification period.
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.

Qualifications

To qualify for a Customer Operations Manager, GS-0301-15 your resume and supporting documentation must support:

Specialized Experience: Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To qualify at the GS-15 level, applicants must possess one year of specialized experience equivalent to the GS-14 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes:

• Providing comprehensive management support to maintain and improve customer relationships, and product markets.
• Providing integrated logistics functions vital to the coordination of demand planning, order fulfillment and customer services activities.
• Improving and strengthen relationships with customer segments, components and sites; providing corporate­level marketing, business analysis and demand planning.
• Directing and managing the integration, development, implementation, and oversight of customer operations program.

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.

Education

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

Additional information

For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf

Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF

Acquisition: Position requires DoD Acquisition Life Cycle Logistics (L/LCL), Advanced acquisition certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources .

Information for Veterans is available at: https://www.dla.mil/Careers/Programs/ . As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement.

Drug-Free Workplace Policy

The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing.

Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing.

The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids.

ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal.

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