Web Communications Strategist

Patent and Trademark Office • Alexandria, VA

3d • Onsite

About The Position

This position is located in 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 deliver clear, accessible information through effective online communication. The physical worksite is in Alexandria, Virginia, and 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 telework hours per leave year.

The role provides oversight and direction for short- and long-term planning of the business unit’s customer communication strategy, with a focus on its web presence. It uses customer feedback and information from sources such as website traffic statistics, third-party usability testing, call-center inquiries, online surveys, and focus groups to inform recommendations. The strategist coordinates trademark-related content published on USPTO public-facing websites and the Trademarks intranet under the Trademarks business unit, and works across the business unit and USPTO to develop messages that address trademark customers’ informational needs.

Applicants must meet federal qualification and specialized-experience requirements, pass applicable suitability and background checks, and meet time-in-grade or time-in-band requirements by the announcement closing date. Education may not substitute for specialized experience at this grade level. The position is a non-bargaining-unit, moderate-risk Public Trust position. Relocation expenses are not authorized.

Requirements

• U.S. citizenship or nationality.
• Specialized experience equivalent to at least the next lower federal grade level (GS-12), 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 information delivery to customers.
• Experience executing the development and/or publication of web content to maintain content quality and consistent customer messaging.
• Meet all qualification and eligibility requirements by the announcement closing date, including applicable time-in-grade or time-in-band requirements.
• Pass a background investigation and fingerprint check; additional suitability documentation or checks may be required.
• Register for Selective Service if applicable.
• Education cannot substitute for specialized experience at this grade level.

Responsibilities

• Develop and oversee short- and long-term planning for the business unit’s customer communication strategy, focused on 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 within the Trademarks business unit and across the USPTO to develop messages addressing trademark customers’ informational needs.
• Analyze web analytics and customer feedback and make recommendations to improve the delivery of information to customers.
• Execute the development and/or publication of web content to maintain content quality and consistent customer messaging.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed