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.
Requirements
Conditions of employment
- US Citizenship is required.
- Selective Service Registration is required for males born after 12/31/1959.
- Must submit an SF50 (See Required Documents).
- Financial Disclosure is required
Qualifications
To qualify for this position, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-J, FG-14 level. This experience is typically related to the line of work of the position to be filled and which has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, specialized experience must have been at least equivalent to the next lower level in the normal line of progression for the occupation in the organization.
SPECIALIZED EXPERIENCE IS DEFINED AS:
Experience developing, implementing, and governing enterprise-wide Human Resources service delivery models and human capital strategies across a large organization. This includes establishing operational standards, standard operating procedures, and compliance frameworks to align HR workforce solutions with overarching agency priorities. OR
Experience providing strategic oversight and direction to high-level advisory or consulting teams. This includes serving as a senior escalation point for high-visibility HR service issues, advising executive leadership on organizational effectiveness, and presenting data-driven briefings or recommendations to C-suite or executive-level stakeholders.
OR
Experience directing the analysis of complex workforce and service delivery metrics to evaluate organizational health. This includes overseeing the development and tracking of key performance indicators, utilizing quantitative and qualitative data to identify long-term workforce trends, and modeling human capital modernization and succession planning.
OR
Experience supervising a professional or technical workforce. This includes planning, assigning, and evaluating work performance; managing departmental workloads and staffing levels; and fostering workforce development through structured coaching, mentoring, and talent pipeline management.
OR
Experience leading large-scale cross-functional transformation initiatives and managing change within a complex organizational structure. This includes implementing customer experience improvement frameworks based on user feedback, championing organizational accountability, and modernizing business operations.
You should include relevant examples of the specialized experience in your work history. Errors or omissions may impact your rating or may result in you not being considered.
Answer all questions to the best of your ability. DO NOT ASSUME THAT BECAUSE YOU HOLD, OR HAVE HELD THIS POSITION, YOU WILL AUTOMATICALLY BE FOUND ELIGIBLE. You may be asked to provide evidence or documentation that you have this type of experience later in the selection process. Your responses are subject to verification through job interviews, or any other information obtained during the application process. Any exaggeration of your experience or any attempt to conceal information can result in disqualification.
Education
Education cannot be substituted for experience.
Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.
Additional 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
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
Review our 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.
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.
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/.
If you are relying on your education to meet qualification requirements:
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.