Summary
The Branch Manager of Customer Engagement and HR Service Strategy is responsible for AHC designs, establishes, and manages the FAA strategic human resource policies and frameworks, leveraging advanced HR data analytics and metrics to optimize workforce programs and ensure organizational compliance.Major Duties
Serves as the senior leader responsible for the Customer Engagement Advisor program and enterprise HR service delivery strategy. Provides strategic direction, oversight, and management of a team of Customer Engagement Advisors responsible for supporting FAA Lines of Business and Staff Offices. Ensures a customer-centric, data-driven, and compliant HR service delivery model that aligns workforce solutions, service performance, and human capital strategies with agency priorities. Major Duties and Responsibilities Customer Engagement Program Leadership: Provides leadership and supervision for Customer Engagement Advisors. Establishes enterprise standards, operating procedures, and service expectations. Oversees strategic engagement with executive leadership and serves as the senior escalation point for significant HR service issues. HR Service Delivery Strategy and Governance: Develops and implements enterprise HR service delivery strategies. Establishes governance processes to monitor service performance. Advises senior leadership on service delivery trends and organizational effectiveness. Enterprise Performance Management and Analytics: Oversees development and monitoring of HR service delivery metrics and KPIs. Directs analysis of workforce and service delivery data. Provides executive-level briefings and recommendations. Workforce Strategy and Organizational Effectiveness: Leads assessments of workforce trends and organizational health. Collaborates across HR functions to develop integrated solutions. Advises executives on workforce modernization and succession planning. Customer Experience and Continuous Improvement: Establishes processes for evaluating customer feedback. Leads continuous improvement initiatives and promotes innovation. Cross-Functional Leadership and Collaboration: Builds partnerships across HR functional directorates. Facilitates resolution of complex, high-visibility issues. Change Management and Transformation: Leads HR transformation initiatives. Directs change management efforts and champions accountability and customer service excellence. Supervisory Responsibilities: Plans, assigns, directs, and evaluates work; establishes performance expectations; manages workload and staffing; and develops employees through coaching, mentoring, and succession planning.Education
Education cannot be substituted for experience.Requirements
We are not accepting applications from noncitizens.Evaluations
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.How to Apply
Applicants may be required to complete one or multiple assessments as part of the evaluation process. This assessment aims to evaluate the competencies and qualifications essential for the position. 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. RESUMES ARE LIMITED TO TWO PAGES. IN DESCRIBING YOUR WORK EXPERIENCE AND/OR EDUCATION, PLEASE BE CLEAR AND SPECIFIC AND INCLUDE INFORMATION AS IT RELATES TO THE QUALIFICATIONS AND SPECIALIZED EXPERIENCE REQUIREMENTS OF THIS POSITION. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Relevant work experience: should align to the Job Announcement and address all required qualifications and include job title, employer name, start/end dates, number of hours worked per week. Education, certification or licensure: If required, education should include school/institution name, completion date, degree type and GPA. Determining length of General or Specialized Experience is dependent on the above information and failure to provide ALL of this information may result in a finding of ineligible. You may upload completed documents to your USAJOBS Account. This will provide you the opportunity to utilize the uploaded information again when applying for future vacancies.What to Expect Next
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.Required Documents
ALL applicants MUST submit the following: (1) resume with complete work history; and (2) a copy of your SF-50 (Notification of Personnel Action). If you are an FAA employee, you MUST provide a copy of your SF-50 (Notification of Personnel Action) containing information in Blocks 15, 17, 18, 19, 22, and 24 so it can be used to verify your position title, series, grade, tenure, and organization of record by the closing date of the announcement. You may fax your SF-50 or upload it into the on-line application. If faxing the SF-50, please ensure you include the vacancy announcement number on the faxed copy. If you are an FAA employee, you can access and print your SF-50 from the eOPF system https://eopf.opm.gov/dot/.Other Information
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 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. www.faa.gov/jobs/workinghere/financial-disclosure-requirements This position is covered by the FAA Core Compensation plan. Additional information about Core Compensation is available at: https://www.faa.gov/jobs/working_here/benefits 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 Managerial Selection Factor. In lieu of providing a narrative response in the text box listed below each Managerial Selection Factor, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each. Your work history examples should be specific and clearly reflect the highest level of ability. Your answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a human resource specialist as appropriate. Unless previously completed, the incumbent must satisfactorily complete a 1-year probationary period to remain in this supervisory or managerial position. Some, all, or none of the applicants may be interviewed. This Level 5 (Moderate Risk; Public Trust) position requires favorable adjudication of a Minimum Background Investigation (MBI) background investigation prior to appointment, unless a waiver is obtained. This is not a bargaining unit position. Links to Important Information: Locality Pay, COLA
