Head of Phone Operations

Summary

The Head of Phone Operations serves as a pivotal member of the Digital Services senior leadership team, providing executive direction, strategic leadership, and oversight for the national 800 Number Network (N8NN)-one of the largest and most visible customer service operations in federal government. The incumbent directly supports the Chief of Digital Services by leading the strategic direction, management, and implementation of continuous service quality improvements of the agency's N8NN.

Duties

The Head of Phone Operations provides executive leadership for the management, modernization, and continuous improvement of the national 800 number network (N8NN), including oversight of all phone product, platform, and analytics functions. Accordingly, they lead the strategic direction, management, and continuous improvement of the agency's N8NN phone product and analytics, fostering a culture of innovation, accountability, and ongoing N8NN improvement. Additionally, the Head of Phone Operations is also responsible for the following: Directly supporting the expansion and modernization of digital service, through the N8NN services, including processes designed to improve user experience and service delivery. Overseeing the planning and conducting of studies, pilots, and analyses on a variety of multi-channel communication services provided by SSA to improve the overall customer experience. They maintain detailed customer experience analytics from management information systems to identify specific operating areas for measuring and improving customer service. Providing broad operational support in the areas of service delivery plans, operational strategies, and quality, including national oversight and direct support for SSA's Call Answering Sites, and evaluating SSA's telephone service to customers delivered by the N8NN and field office phone networks. Requirements

To be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan). Must be a U.S. Citizen or National. Subject to a 1-year supervisory probationary period (unless already completed). Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency. If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so. May be subject to pre-employment and random drug tests. Must file a Confidential Financial Disclosure Report OGE-278e within 30 days of appointment and annually from then on. You may be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal. There are three key documents that contain important information about your rights and obligations. Please read and retain these documents: Noncriminal Justice Applicant's Privacy Rights, for those who undergo an FBI fingerprint-based criminal history record check for personnel vetting, which includes Rap Back; FD-258 Privacy Act Statement - FBI (this is the same statement used when your fingerprints are submitted as part of your background investigation); and SEAD-3-Reporting-U.pdf (dni.gov), (applicable to those who hold a sensitive position or have eligibility for access to classified information). Qualifications

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. Candidates will not be hired based on their race, sex, color, religion, or national origin. The application process used to recruit for this position is RESUME BASED. It is important that your resume be complete and thorough, following the requirements outlined below. As a basic requirement, to meet the minimum qualification requirements for this position, applicants MUST demonstrate progressively responsible leadership experience that is indicative of senior executive level managerial capability and directly related to the skills and abilities outlined under Executive Core Qualifications and Mandatory Technical Qualifications within their resume - NOT TO EXCEED 2 PAGES. Resumes over the 2-page limit will not be reviewed beyond page 2, or may be disqualified. Your resume should include examples of experience, education, and accomplishments applicable to the qualification(s). If your resume does not reflect demonstrated evidence of these qualifications, you may not receive consideration for the position. There is NO requirement to prepare a narrative statement specifically addressing the Executive Core Qualifications (ECQs) or the Mandatory Technical Qualifications (TQs). To be considered minimally qualified for this position, candidates must have had responsible professional experience at a senior level (equivalent to the GS-15 in either the General Schedule (GS) or a comparable pay plan). Typically, experience of this nature will have been gained at or above the GS-15 grade level in the Federal service or its equivalent with state or local government, the private sector, or non-governmental organizations. Failure to meet this basic qualification requirement and all executive and technical qualification factors automatically disqualifies an applicant. NOTE: If you are (1) a member of the SES, (2) have been certified through successful participation in an Office of Personnel Management (OPM) approved SES Candidate Development Program (SESCDP), or (3) have SES reinstatement eligibility, you must attach proof (e.g., SF-50, Certification by OPM's SES Qualifications Review Board (QRB)) of your eligibility for noncompetitive appointment to the SES. TECHNICAL QUALIFICATION (TQ): Your resume should demonstrate accomplishments that would satisfy the technical qualifications. 1. Demonstrated executive-level experience leading large-scale, multi-site call center operations, including strategic initiatives, technology integration, and the use of analytics to drive operational improvements and meet organizational service goals. DESIRABLE QUALIFICATIONS (DQs): 1. Advanced knowledge of phone system technologies and call center analytic platforms. 2. Demonstrated executive-level experience evaluating national service delivery operations, with a focus on improving quality and customer satisfaction in high-volume, public-facing environments. EXECUTIVE CORE QUALIFICATIONS (ECQs): In addition to the Technical Qualification requirements listed above, all new entrants into the Senior Executive Service (SES) under a career appointment will be assessed for executive competency against the following five mandatory ECQs. If your 2-page resume does not reflect demonstrated evidence of the ECQs and TQs you may not receive further consideration for the position. There are five ECQs: ECQ 1: Commitment to the Rule of Law and the Principles of the American Founding - Demonstrated knowledge of the American system of government, commitment to uphold the Constitution and the rule of law, and commitment to serve the American people; ECQ 2: Driving Efficiency - Demonstrated ability to strategically and efficiently manage resources, budget effectively, cut wasteful spending, and pursue efficiency through process and technological upgrades; ECQ 3: Merit and Competence - Demonstrated knowledge, ability, and technical competence to effectively and reliably produce work that is of exceptional quality; ECQ 4: Leading People - Demonstrated ability to lead and inspire a group toward meeting the organization's vision, mission, and goals, and to drive a high-performance, high-accountability culture. This includes, when necessary, the ability to lead people through change and to hold individuals accountable; and ECQ 5: Achieving Results - Demonstrated ability to achieve both individual and organizational results, and to align results to stated goals from superiors. **Note for Current and/or Former Political Appointees: OPM must authorize any employment offers we make to current or former (within the last 5 years) political Schedule A, Schedule C, or Non-Career SES employees in the executive branch. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or Non-Career SES employee in the Executive Branch, you must disclose that to the Human Resources Office within your application package.

How You Will Be Evaluated

Do not list a Social Security Number or Date of Birth on any attachment. Once the application process is complete, a Human Resources Specialist will conduct a review of your resume and supporting documentation. If you meet minimum qualifications, your Application Package will be further reviewed to determine if you possess the Executive Core Qualifications (ECQ) and Technical Qualifications (TQ) listed above. The ECQs and TQ must be thoroughly addressed within your two (2) page resume. Separate narratives will not be accepted or reviewed. Highly Qualified applicants may undergo one or more interviews and may be referred to the selecting official for further consideration, including reference checks. You will be evaluated on the quality and extent of your accomplishments and experience. Your application will be rated and ranked by an SES Rating Panel, comprised of at least three SES members, using only the information submitted within the application package. Applicants determined to be Highly Qualified must demonstrate sufficient possession of the ECQs, TQ, and DQs, and will be referred to the hiring organization for further consideration. Upon selection, if you have not provided evidence of noncompetitive status (i.e., a current SES, OPM Qualifications Review Board (QRB) certified SESCDP graduate, or SES reinstatement eligible), you must participate in a Structured Interview assessment based on the ECQs conducted by an OPM QRB prior to appointment. Your application will be forwarded to OPM for review and certification by the QRB. Upon QRB certification, the selected individual will be required to serve a one-year probationary period. For more information regarding the SES, go to https://www.opm.gov/policy-data-oversight/senior-executive-service/ Other Information

Duty station will be aligned to an SSA office, with Chief approval. Veterans Preference: Veterans' preference is not applicable to the SES. Mobility: Organizational and geographical mobility is essential in developing and managing SES leaders. Individuals selected for SES positions members may be subject to reassignment across geographical, organizational, and functional lines, and may be required to sign a Reassignment Rights and Obligation Agreement. Equal Employment Opportunity (EEO) Policy Statement: http://www.eeoc.gov/federal/index.cfm Employment Information Resources - Resource Center: https://help.usajobs.gov/how-to All application materials are subject to the provisions of the Privacy Act and become property of SSA. If you are unable to apply online or need to fax a document you do not have in electronic form, please contact [email protected].