Job Summary

DCSA's Office of Customer Success is seeking a Strategy & Assessment Lead to help shape how the agency monitors and optimizes its internal customer strategy. In this dynamic, high-impact role, you will design and execute strategic assessments, establish key performance metrics, and analyze internal customer feedback. You will identify service gaps, ensure appropriate corrective actions are tracked, and drive transparency across the organization through data-informed recommendations.

Job Description

The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/miscellaneous-administration-and-program-series-0301/ for OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 11/23/2026 Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies/knowledge, skills and abilities necessary to successfully perform the duties of the position. You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GG-13) in the Federal service and are prepared to take on greater responsibility. Generally, this would include one year or more of such specialized experience. Specialized experience for this position includes: Applying strategic planning, business development, customer success, and performance management principles to improve service delivery, and support organizational objectives. Designing and conducting internal customer strategy assessments, analyzing feedback data, and monitoring key performance indicators (KPIs) to identify operational gaps, verify metric alignment, and track corrective actions. Building and maintaining professional relationships with customers, stakeholders, and strategic partners; gathering customer feedback; and representing an organization in meetings, working groups, or cross-functional forums. Developing data-informed recommendations, executive briefings, decision memoranda, or other written products that support leadership decisions regarding customer strategy, governance, business processes, or organizational change. Collaborating across business lines or functional organizations to align customer needs, operational capabilities, and strategic priorities. Specifically you will be evaluated on the following competencies: 1. Qualitative/Quantitative Analysis: Developing and applying quantitative and qualitative analytic methods to identify, collect, process, and analyze large data sets. 2. Stakeholder Management: Applies concepts, practices, and techniques to identify, engage, influence, and monitor relationships with individuals and groups connected to the work effort; including those who are actively involved, exert influence over the process and its results, and have a vested interest in the outcomes (positive or negative). 3. Customer Service: Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Note: Clients and customers include any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government. 4. Data Analysis: Analyze, model, and transform data to highlight useful information; suggest recommendations and conclusions, and support senior leader decision making. 5. Leadership: Influences, motivates, and challenges others; adapts leadership styles to a variety of situations.