| Location | Washington, DC |
| Salary | $112,283–$173,980 Per Year |
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Supervisory Human Resources Specialist (Division Director, Customer Engagement)
Department of Transportation
Federal Aviation Administration
AHA-300
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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.
Learn more about this agency
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.
Learn more about this agency
Overview
Help
Accepting applications
Location
1 vacancy in the following location:
May be filled in various FAA duty locations
1 vacancy
No matching locations found.
Work site options
Telework eligible Yes-Situational telework may be permitted in accordance with agency policy. Relocation expenses reimbursed No Salary $112,283 - $173,980 per year
The salary listed above does not include locality. Locality will be determined based on the duty location of the selectee.
Pay scale & grade
FV K
Promotion potential NA
Learn more about pay scale and grade
Pay scale and grade determines the salary of the job.
Work schedule Full-time Travel Required Occasional travel - The job may require travel from time-to-time, but not on a regular basis. The travel may be for training or other work-related duties.
Appointment type Permanent
Occupations and job series
Supervisory status Yes Federal service type This job is in the Excepted Service
Drug test No Security clearance Other
Announcement number AAL-AHR-26-AHA300-100124 Control number 880502400
This job is open to
Help
Internal to an agency
Current federal employees of the hiring agency that posted the job announcement.
Clarification from the agency
Open to current permanent FAA employees
Duties
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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
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Conditions of employment
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.
Preview job questionnaire
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
Expand Hide additional information
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.
Benefits
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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.
Benefits
Help
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.
Required documents
Required Documents
Help
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.
How to Apply
Help
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)
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.
Agency contact information
Daphne Becker
Phone 1 (907) 271-4451 Fax 1 (907) 271-5367 Email daphne.c.becker@faa.gov Address Federal Aviation Administration
AAL Regional HR Services Division
222 West 7th Ave #14
AHF-N100
Anchorage, AK 99513
US
Next steps
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.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Criminal history inquiries Equal Employment Opportunity (EEO) Policy
Financial suitability New employee probationary period
Privacy Act Reasonable accommodation policy
Selective Service Signature and false statements
Social security number request
Required Documents
Help
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.
How to Apply
Help
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)
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.
Expand Hide how to apply
Agency contact information
Daphne Becker
Phone 1 (907) 271-4451 Fax 1 (907) 271-5367 Email daphne.c.becker@faa.gov Address Federal Aviation Administration
AAL Regional HR Services Division
222 West 7th Ave #14
AHF-N100
Anchorage, AK 99513
US
Next steps
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.
Expand Hide next steps
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Criminal history inquiries Equal Employment Opportunity (EEO) Policy
Financial suitability New employee probationary period
Privacy Act Reasonable accommodation policy
Selective Service Signature and false statements
Social security number request
Federal Aviation Administration
At the FAA, the sky is not the limit-it is just the beginning. Exciting new opportunities are emerging in aviation and aerospace. Significant investments are advancing the research and development of autonomous vehicles, environmentally friendly electric aircraft, high-speed and long-endurance solar-powered aircraft, and new types of space vehicles. Success with these new technologies and vehicle types will introduce new ways to transport people and goods expanding aviations footprint in transportation. People are our strength. We are a diverse workforce of over 44,000 located nationwide and spanning over 120 occupations to include air traffic control specialists, aviation safety inspectors, engineers, scientists, technicians, and business professionals. Join us in our mission to provide the safest, most efficient aerospace system in the world.
Agency contact information
Daphne Becker
Phone 1 (907) 271-4451 Fax 1 (907) 271-5367 Email daphne.c.becker@faa.gov Address Federal Aviation Administration
AAL Regional HR Services Division
222 West 7th Ave #14
AHF-N100
Anchorage, AK 99513
US
Visit our careers page
Learn more about what its like to work at Federal Aviation Administration, what the agency does, and about the types of careers this agency offers.
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.
Learn more about this agency
Overview
Help
Accepting applications
Location
1 vacancy in the following location:
May be filled in various FAA duty locations
1 vacancy
No matching locations found.
Work site options
Telework eligible Yes-Situational telework may be permitted in accordance with agency policy. Relocation expenses reimbursed No Salary $112,283 - $173,980 per year
The salary listed above does not include locality. Locality will be determined based on the duty location of the selectee.
Pay scale & grade
FV K
Promotion potential NA
Learn more about pay scale and grade
Pay scale and grade determines the salary of the job.
Work schedule Full-time Travel Required Occasional travel - The job may require travel from time-to-time, but not on a regular basis. The travel may be for training or other work-related duties.
Appointment type Permanent
Occupations and job series
Supervisory status Yes Federal service type This job is in the Excepted Service
Drug test No Security clearance Other
Announcement number AAL-AHR-26-AHA300-100124 Control number 880502400
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