Web Communications Strategist

Patent and Trademark Office•Alexandria, VA

3d•Onsite

About The Position

This position is with the United States Patent and Trademark Office (USPTO), Office of the Deputy Commissioner for Trademark Examination Policy. The Web Communications Strategist develops and executes trademark web communication strategies to identify customer segments, improve digital engagement, and support delivery of clear, accessible information through effective online communication. The role develops and provides oversight and direction for short- and long-term planning of the business unit’s overall customer communication strategy focused on its web presence. It identifies ways to gather customer feedback and information from sources such as website traffic statistics, usability-testing data, call center inquiries, online surveys, and focus groups. The position coordinates trademark-related content published or posted for customers on USPTO public-facing websites and the Trademarks intranet under the Trademarks business unit, and works with stakeholders across the unit and USPTO to develop messages that meet trademark customers’ informational needs. The physical worksite is the USPTO campus in Alexandria, Virginia. In-person presence is required for on-site functions. Situational telework may be available under agency policy and business-unit discretion; the agency currently allows 52 hours of telework per leave year.

Requirements

Applicants must be United States citizens or nationals.
Demonstrated specialized experience equivalent to at least the GS-12 grade level in the federal service, including experience developing and executing web communications strategies to support communication goals and improve the online customer experience.
Experience analyzing website traffic statistics, usability-testing data, customer feedback, and/or other web analytics and making recommendations to improve delivery of information to customers.
Experience executing the development and/or publication of web content to maintain content quality and consistent customer messaging.
Must pass a background investigation and fingerprint check.
Must be registered for Selective Service, if applicable.
Must meet all qualification requirements by the announcement closing date.
Education may not be substituted for specialized experience at this grade level.
If selected, may be required to complete a one-year probationary period.
Male applicants born after December 31, 1959, must certify Selective Service registration or provide proof of exemption, if applicable.

Responsibilities

Develop and provide oversight and direction for short- and long-term planning of the business unit’s overall customer communication strategy focused on its web presence.
Identify methods and practices for gathering customer feedback and information from website traffic statistics, usability-testing data, call center inquiries, online surveys, focus groups, and other sources.
Coordinate trademark-related content published or posted for customers on USPTO public-facing websites and the Trademarks intranet under the Trademarks business unit.
Establish and maintain effective working relationships at multiple levels within the Trademarks business unit and across the USPTO.
Develop messages that accurately address the informational needs of trademark customers.
Analyze website traffic statistics, usability-testing data, customer feedback, and/or other web analytics and make recommendations for improving information delivery to customers.
Execute development and/or publication of web content to maintain content quality and consistent customer messaging.