Supervisory Customer Operations Division Chief

Department of Defense • Houston, TX

346d • $140,923 - $183,202

About The Position

The position is for the Chief of the Customer Operations Division, responsible for a wide variety of customer support functions. The role involves directing division work to ensure the overall success of the customer's relationship with DLA, including accountability for actions of Customer Relationship Management (CRM) Cells, Support Teams, and other CRM personnel. The Chief will perform customer outreach and support functions, represent the Directorate as a customer advocate, and coordinate the resolution of customer order/support problems. The position requires ensuring customer requirements and service agreements are met in terms of quality of service, timeliness, and accuracy of order fulfillment. The Chief will also review Key Performance Indicators (KPIs) and metrics pertaining to customer support and demand planning, analyze results, and work with supervisors to enhance customer satisfaction and productivity.

Requirements

• Must be a U.S. citizen.
• Flexible tour of duty.
• Security Requirements: Non-Critical Sensitive with Secret Access.
• Completion of a favorable suitability or fitness determination.
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Supervisory Probation required.
• Completion of Supervisory Certification Program required.
• Financial Disclosure required.

Nice To Haves

• Experience in customer relationship management strategies.
• Knowledge of logistics solutions affecting business expansion.
• Ability to develop and implement agency-wide strategies.

Responsibilities

• Serve as Chief of the Customer Operations Division responsible for customer support functions.
• Direct division work to ensure customer relationship success with DLA.
• Perform customer outreach and support functions.
• Represent the Directorate as a customer advocate and liaison.
• Solve or coordinate the resolution of customer order/support problems.
• Develop customer service improvements and implementing guidance.
• Ensure customer requirements and service agreements are met.
• Review all Key Performance Indicators (KPIs) and metrics.
• Analyze results achieved and performance trends.
• Work with supervisors to identify and plan initiatives to enhance customer satisfaction.
• Collaborate with Program Managers and Military Services on managing special programs.
• Review and approve marketing strategies developed by subordinate supervisors.
• Develop and coordinate recommendations for improving processes and procedures.
• Collaborate with other Customer Facing Division Chiefs to address workload and priority issues.
• Implement strategies with potential agency-wide impact related to supply chain management.

Benefits

• Comprehensive benefits package as a federal employee.
• Access to a range of benefits designed to make federal careers rewarding.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: National Security and International Affairs
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees