Senior Customer Experience Lead - Trademark Programs

This position is located in the Office of the Commissioner for Trademarks, Office of the Deputy Commissioner for Trademark Examination Policy. The Office of the Commissioner for Trademarks (TM) provides leadership and strategic direction for all aspects of the USPTO's trademark operations while also providing guidance on the policies for how trademark applications are examined and reviews examining attorneys' consistency with that guidance. 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. OPM Qualifications Standards are available at OPM Website. Miscellaneous Administration and Program Series, 0301. Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform 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 in the federal service. For this position, the next lower grade level is a GS-13. Specialized Experience for this Position Includes: Experience advising leadership and other business units on customer experience strategies and initiatives. Experience in leading or supervising a Customer Experience staff that designs and implements activities to facilitate cross‑organizational collaboration to create a system of shared values and behaviors aimed at improving customer experience. Experience developing, evaluating, and monitoring the execution of solutions to improve customer experience across critical touchpoints (e.g., contact centers, website, conversations and online systems and forms). Experience working with contractors to assess and address internal customer experience challenges and areas of potential improvement. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Supervisory Competencies Administration and Management - Knowledge of planning, coordination, and execution of business functions, resource allocation, and production. Customer Service - Anticipating and meeting the needs of both internal and external customers. Delivering high-quality products and services; committing to continuous improvement. Planning and Evaluating - Organizing work, setting priorities, and determining resource requirements; determining short‑ or long‑term goals and strategies to achieve them; coordinating with other organizations or parts of the organization to accomplish goals; monitoring progress and evaluating outcomes. Budget Administration - Knowledge of the principles and practices of budget administration and analysis; including preparing, justifying, reporting on, and executing the budget; and the relationships among program, budget, accounting, and reporting systems. #J-18808-Ljbffr U.S. Department of Commerce