Summary
If you’re prepared to serve, lead and inspire we have a unique opportunity for you to leverage your knowledge and experience in the role of Deputy Director of Visitor Services, Capitol Visitor Center. This is a critical front-facing role which requires you to be a visionary and planner in leading programs and team development. This position champions onsite and online visitor experiences and will utilize innovative technology and collaboration.
Duties
What will I do in this position if hired?
In this role you will have an opportunity to promote world class customer service and engage the public with a thorough understanding of American history and art. Key responsibilities also include, management of visitor services operations, budget and financial management, as well as inspiring staff to conduct daily operations with a visitor centric mindset, which ensures a positive lasting impression is achieved with each guest’s visit through the Capitol Visitor Center.
Typical duties include:
- Managing the Visitor Services operation is comprised of various services and activities which includes, but is not limited to, support for Inaugural and Congressional ceremonies, Capitol building tours and wayfinding, theater operation, shuttle service, ticketing and reservations, and emergency planning.
- Working collaboratively with CVC divisions such as Planning, Operations, and Evaluation, to establish long and short term plans and milestones. In addition, working with internal stakeholders to ensure work progresses in a safe, effective and efficient manner through operational data and trend analysis, execution of the budget, as well as, staffing planning and employee training.
- Providing logistics planning and creative coordination to support events and activities in the Capitol. Serving as a principal point of contact with Members of Congress’ offices, and ensuring visits by Members’ guests are integrated into regularly scheduled tours. Additionally, you’ll provide routine awareness to the Deputy CEO for Visitor Services of CVC operations, challenges, and developments related to distinguished visitors, Members, congressional staff and Members’ guests.
- Tracking current industry trends and actively engage with tourism affiliates. Maintaining awareness of current and projected tours and exhibits taking place at local museums that may affect the number of visitors to the area, by building and maintaining relationships with institutions such as the Library of Congress and the U.S. Botanic Garden.
- Leveraging your expert knowledge in operations and management to foster a customer service centric culture, as well as, a culture of learning, sharing, cooperation, and teamwork that works to improve efficiency throughout the organization.
- Effectively communicating and collaborating with supervisors to ensure there are fair and equitable processes established and followed to hire, promote, and rate the performance of employees. Additionally, you’ll be expected to work with your subordinate leadership team to address and resolve staffing gaps, or challenges to ensure there is effective coverage for essential work functions throughout each facet of the organization.
Requirements
Conditions of Employment
- A citizen of the United States.
- A person who is lawfully admitted for permanent residence and is seeking citizenship as outlined in 8 U.S.C. 1324b(a)(3)(B);
- A person who is admitted as a refugee under 8 U.S.C. 1157 or is granted asylum under 8 U.S.C. 1158 and has filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible.
- A person who owes allegiance to the United States (nationals of American Samoa, Swains Island, and the Northern Mariana Islands, and nationals who meet other requirements described in 8 U.S.C. 1408); or
- You must be able to pass a drug test and background check.
- Your resume and question responses must demonstrate the job-related KSAs.
- You must meet the definition of specialized experience.
Qualifications
You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on the OPM web site at http://www.opm.gov/qualifications.
Specialized experience is 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 position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level.
Candidates for the GS-14 grade level must have at least 52 weeks of specialized experience equivalent to the GS-13 grade level in the Federal service.
Specialized experience for this position includes:
- Senior level experience leading a front facing organization in a high-profile, high-volume environment
- Senior level experience leading a large, complex diverse team and building a positive team culture
- Senior level experience developing successful collaborations and working relationships at all levels of an organization by building internal and external partnerships
- Senior level experience championing the Visitor experience by keeping large audience crowds engaged and enthused.
- Senior level experience developing onsite and online points of engagement aimed at deepening and enhancing visitor experience, before, during and after their visit
- Senior level experience engaging the public through technology
Education
There is no educational requirements for this position.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Review your resume and responses carefully. Your eligibility for consideration and qualifications for the position will be determined based upon a review of your detailed resume and your responses to job specific self-assessment questions.
Your resume will be evaluated based on evidence of your ability to demonstrate the knowledge, skills, and abilities (KSAs) for this position, possession of any specialized experience, and how well your background and experience relates to the self-assessment questions in the job announcement. The self-assessment questions relate to the following knowledge, skills, abilities, and competencies:
- Creativity and innovation-Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes.
- Decision making-makes sound, we’ll-informed and objective decisions; perceives the impact and implications of decisions; commits to action even in uncertain situations, to accomplish organizational goals; causes change
- Integrity/honesty-contributes to maintaining the integrity of the organization; displays high standards of ethical conduct and understands the impact of violating these standards on a organization, self and others; is trustworthy
- Leadership-influences, motivates and challenges others; adapts leadership style to a variety of situations.
- Research-knowledge of the scientific principles, methods, and processes used to conduct a systematic an objective inquiry; including study design, collection, analysis and interpretation of data and the reporting of results
- Vision-understands where the organization is heads and how to make a contribution; takes a long term view and recognizes opportunities to help the organization accomplish its objectives or move toward the vision.
Your responses to the self-assessment questions serve as the basis for your initial rating. You will receive a numerical score based on your responses to these questions. Next, your responses will be evaluated by a Human Resources Specialist and/or a subject matter expert against the information provided in your resume and optional cover letter. Your resume must support your answers to the self-assessment questions.
Falsifying your background, education and/or experience is cause for non-selection or disqualification from further consideration.
Please note that a complete application is required for consideration. (Please review the “Required Documents” section of this job announcement to see what must be included in a complete application). You may preview questions for this vacancy.
Required Documents
The Architect of the Capitol's (AOC) job application process is designed to ensure you only provide information necessary to evaluate your qualifications and eligibility for the position vacancy.
To apply for this position, you only need to submit: a) your resume and b) answers to the online vacancy assessment questionnaire. The online questionnaire contains eligibility and screening questions and other relevant information. No additional documentation or attachments are required at the time of application.
Your resume should list your education, training and work experience including job titles, employment dates, duties and accomplishments.
Nothing further is required until it is requested by AOC’s Human Capital Management Division. If additional documentation is required for the position, you will be asked to provide it during the interview or selection process. At that time, you may be asked to submit documentation to support statements made in your resume.
For example, you may be asked to provide a copy of your diploma, college transcripts, or proof of Federal employment status. If the position requires licensure or certification, you will be asked to provide proof at the time of selection.
If Veterans’ preference is claimed, you will be asked to submit proof (DD-214, and, if claiming a 10-point preference, a SF-15 and the proof required by that form).
Failure to provide the required documents will end further consideration and/or result in the withdrawal of any tentative job offers.
Documents for Auto-Request:
- DD-214 (Member 4 Copy)
- Licenses and Certifications
- Miscellaneous Documents
- SF-15
How to Apply
You MUST apply online. FORMS RECEIVED BY FAX, EMAIL OR U.S. POSTAL SERVICE DELIVERY WILL NOT BE ACCEPTED.
If you are a new user to the USAJOBS Site and have never registered for an account; you will first need to create an account profile with your basic contact information and a resume to begin applying. You must be a registered USAJOBS user AND you must be signed-in to your account in order to apply for this position. For help with setting up an account or for general assistance in using USAJOBS, go to USAJOBS Help Page.
NEED HELP?
If you experience any difficulties with the application site, help is available! If you have problems completing your on-line application, contact the Monster Hiring Management Help Desk at 1-866-656-6831 or by e-mail at MGSHELP@monster.com. The help desk is available Monday - Friday 7:00 a.m. to 7:00 p.m. Eastern Time. You may call and leave a voice mail message at all other times.
All required supporting documents will be collected electronically via the USAJOBS “Saved Documents” feature.
If you are unable to apply on-line, you may visit our Employment Center for technical assistance in entering your application. The Employment Center is located at 441 Second & D Streets S.W., Washington, D.C., Room H2-178, and is open Monday through Friday from 8:00 a.m. to 4:00 p.m. You may call (202) 226-7000 for directions.
Next steps
You will receive a notice generated by the USAJOBS System when you have successfully submitted your application. We will review your application and transcript(s) (if you are qualifying based on education) to ensure you meet the basic qualification requirements.
You can check the status of your application by logging into http://www.usajobs.gov. You may also sign up to receive automatic emails anytime the status of your application has changed by logging into your USAJOBS Account, editing your profile and changing the ‘Notification Settings’ to indicate that you want to be notified by email when the status changes. Information regarding the status of your application should be updated in the system within two (2) weeks after the closing date of this job announcement.
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