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As a supervisor/manager, the selectee for this position will be eligible to receive a Manager Performance Incentive (MPI) provided eligibility requirements noted in agency policy are met. The MPI is an annual lump-sum incentive payment that considers agency performance, the manager's individual performance, and available funding.
Serves as the Customer Service Team Manager for the Customer Service Team (AJW-L210) within the FAA Logistics Center.
Learn more about this agency09/23/2024 to 10/02/2024
$108,601 - $168,362 per year
Salary includes locality payment of 16.82%
FV J
1 vacancy in the following location:
Yes—This position is not remote. Telework is authorized for situational and emergencies.
25% or less - The job may require up to 25% travel.
No
Permanent
Full-time
Excepted
NA
Yes
No
Yes - The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. See https://www.faa.gov/jobs/workinghere/financial-disclosure-requirements.
AAC-ATO-24-AJWL210-92360
810736000
Open to current permanent ATO Line of Business employees
Directs the work of the Customer Service Representatives and the Customer Care Center. Work usually includes a mixture of routine and complex projects/programs based on the objectives of the Logistics Center and Technical Operations. Managerial duties typically affect employees and managers in more than one organizational unit/project/program, and include planning, communicating the organization's vision and objectives, setting priorities, assigning tasks and responsibilities, monitoring and evaluating performance, coaching and developing employee capabilities, approving leave, position selections, promotions, training, awards, taking or recommending corrective/disciplinary action as appropriate, hearing and resolving grievances, as appropriate.
Defines, plans, and organizes assigned budget, staff, and other resources to accomplish objectives for more than one program. Manages budget and either reallocates resources among programs or requests additional resources, as needed. Performs critical aspects of the budget planning process, including projecting short-term and long-term future needs and justifying resource requirements. Works with the budget and the accounting staff in the field and the Logistics Center to track costs and works to resolve all issues that may arise during the recovery efforts.
Applies an advanced knowledge of the technical aspects of the work directed, an advanced knowledge of budget, human resource, and other administrative policies and procedures, and an advanced understanding of the objectives of the group. Supervises the analyses in the review and evaluation of customer service activities. These analyses are conducted to ensure proper program integration and conformance to FAA Logistics Center Policy, completeness, and adequacy of operations in meeting goals and objectives. Prepares recommendations based on such and discusses recommended course of action with the FAA Logistics Center management team.
Coordinates and directs all FAA Logistics Center responses to disasters that impact the NAS. To include oversight on disaster recovery unique tracking codes to the declared disaster; ordering of disaster recovery materials and supplies; coordinates the staging and shipment of materials and supplies; participates in teleconferences and correspondence in support of the disaster recovery efforts; keeps FAA Logistics Center higher level management updated on the recovery efforts.
Contacts are primarily within the organizational unit, major subdivision and the LOB/SO with subordinates, peers, and higher-level managers to discuss the status of projects/programs and to plan for the future. In some areas, may have frequent contact with customers, other government entities, and other external parties to interpret policies/procedures or for other project/program purposes. Has authority to make commitments for subordinate organizational units, within guidelines. Oversees the preparation of the daily FAA Logistics Center National Operations Control Center (NOCC) report that updates status of FAA Logistics Center NAS support. Provides
organizational planning and development, productivity, work improvement and work methods, work measurement, goals and objectives and information management for FAA Logistics Center organizations. Responds in a timely manner to any inquiries concerning the FAA Logistics Center. Work activities typically impact directly on project/program objectives for more than one organizational unit and for the major subdivision. Work frequently affects the major subdivision's internal and external customers.
Individual and organizational performance is typically reviewed periodically by higher-level management, usually through status reports and organizational performance measures. Has discretion to ensure the alignment of projects/programs with the tactical (short-term) objectives of the major subdivision.
To qualify for this position at the FV-J (FG/GS-14/15) level, you must demonstrate in your application that you possess at least one (1) year of specialized experience equivalent to the next lower level, FV-I (FG/GS-13). Specialized experienceis experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled.
Specialized Experience: Experience providing leadership in the development, organization, implementation, measurement, evaluation and negotiation of customer service programs; budget planning to include projecting short-term and long-term future needs and justifying resource requirements; review and evaluation of customer service activities; experience with unique tracking codes to the declared disaster; ordering of disaster recovery materials and supplies; coordinates the staging and shipment of materials and supplies.
Applicants should include examples of specialized experience in their work history. Qualifications must be met by the closing date of this vacancy announcement.
Information Regarding KSAs: As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.
In lieu of providing a KSA narrative response in the text box listed below each Knowledge, Skill and Abilities, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability.
Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) and other factors listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration.
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.
We may use this vacancy to fill other similar vacant positions.
Position may be subject to a background investigation.
A one-year probationary period may be required.
The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family.
Notes:
1. Applicants must apply on-line to receive consideration for this vacancy announcement. Faxed, mailed, or emailed applications cannot be considered.
2. Some, none or all applicants may be interviewed.
3. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job.
4. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: Pay & Benefits | Federal Aviation Administration (faa.gov)
5. Additional information regarding living in Oklahoma can be found at www.abetterlifeokc.com.
6. To confirm receipt of documents, please contact Wes Gurley at wesley.a.gurley@faa.gov.
This is not a bargaining unit position.
Links to Important Information: Locality Pay, COLA
You will be evaluated for this job based on how well you meet the qualifications above.
IMPORTANT: Applicants may be rated on the extent and quality of experience, education, and training relevant to the duties of the position(s). All answers provided in the on-line process must be substantiated. Ensure that your application package/resume supports your responses.
Notification of Personnel Actions (SF-50) is required, Supplemental documentation, e.g. transcripts, etc. will be accepted in combination with your on-line application. These documents must be uploaded or emailed to 9-AMC-AHF-S210@faa.gov on or before the closing date of this announcement. All submitted documents should reference the announcement number.
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
You must apply online to receive consideration. Your application must be submitted by 11:59 PM Eastern Time on the Close Date for it to be accepted. If you are applying for positions associated with FAA registers, your application must be submitted at the time a referral list is created in order to receive consideration for positions associated with a register.
IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC REGARDING YOUR EXPERIENCE OR EDUCATION.
We strongly encourage applicants to utilize the USAJOBS resume builder in the creation of resumes.
Please ensure EACH work history includes ALL of the following information:
Once we receive your complete application, the Human Resources Office will conduct an evaluation of your qualifications. Eligible and qualified candidates will be referred to the hiring manager for consideration. You will be contacted directly if selected for an interview.
For instructions on how to check the status of your application, please go to: USAJOBS Help Guide.
Important - If you make any changes to your application, you must resubmit it. If you make changes to your application and do not resubmit it, your changes will not be considered part of your application package, and only your previously submitted application will be evaluated.
All qualified applicants will be considered regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. DOT provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency contact listed in the Agency Contact Information section of this announcement or the hiring manager. An employee with a disability must notify the decision-maker of the accommodation request. Job applicants and employees are required to follow up oral requests in writing. Decisions on granting reasonable accommodation will be made on a case-by-case basis. Additional information on reasonable accommodations procedures or on EEO Programs is available on Office of Civil Rights (ACR) or by contacting the local FAA Civil Rights Office.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/810736000. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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