Customer Market Research Service Center Division Director

Job Title

The duty location will be determined at the time of selection in one of the following locations: Washington, DC; Kansas City, MO; Fort Worth, TX; Lakewood, CO; Tacoma, WA; Atlanta, GA; New York, NY; Boston, MA; San Francisco, CA; Philadelphia, PA; or Chicago, IL.

The Office of Business Optimization, or Optimize, serves as the "dot connector" for the Federal Acquisition Service (FAS), translating vision into operational reality. Our office drives acquisition excellence through enterprise-wide operational improvement, proactive customer engagement, and investment in a top-tier workforce. Optimize is responsible for strategy development, procedure optimization, supply chain risk management, and data analytics to inform smart business decisions.

The Office of Customer Partnerships and Support acts as the central coordination hub for all strategic customer and stakeholder interactions across FAS business areas. Our mission is to facilitate a unified and professional agency experience by spearheading the design of overarching account management strategies and utilizing multifaceted customer intelligence to cultivate enduring partnerships.

Additionally, this office is responsible for the stewardship of outreach efforts and training curricula, including high-level national events and digital content, to foster organizational alignment and champion the objectives of our partner agencies.

You will be perform the following duties:

• Provide authoritative leadership and coordinate cross-functional teams to ensure that research, analytics, and customer care initiatives are integrated and aligned with overall program objectives; assign work, plan and schedule work, counsel subordinates on all employee-related issues, establish and modify employee position descriptions, interview candidates and make selections for employment and promotions, establish employee performance standards, evaluate employee performance, establish employee training plans, take actions to correct employee misconduct or unacceptable performance up to and including removal, award employee performance, develop procedures for granting employees leave requests, and grant employees leave requests.
• Responsible for ensuring the development and facilitation of research and survey processes across Federal Acquisition Service (FAS) organizations. Stay abreast of the overall objectives and plans of the entire FAS mission to make independent decisions and commitments including those involving major policy and procedural changes affecting overall program operations; promote team awareness and adoption of qualitative and quantitative research tools, customer relationship management tools, and customer service technology solutions; encourage new ideas and innovations in the development and execution of program operations, customer engagement, service account management, and collaboration with internal FAS clients.
• Manage and resolve conflicts and disagreements constructively; foster a diverse and inclusive workplace and develop the ability of others to perform and contribute to the organization. Develop staff and successfully promote personal and professional growth/development. Foster a sense of teamwork and partnership among internal and external teams; develop and broaden the capabilities of the Office of Customer Partnerships and Support network and strengthen collaboration within Office of Customer Partnerships and Support and across Federal Acquisition Service (FAS) while increasing efficiency and consistency.
• Develop and execute strategic plans that align with the FAS mission and objectives, ensuring that program goals are met effectively and efficiently; encourage new ideas and innovations; remain up-to-date on local, national and international trends that affect the organization and shape business needs; formulate objectives and priorities and implement plans consistent with the long-term goals.
• Lead change by demonstrating creativity and innovation in programs and processes, maintain an external awareness of both the trends that affect the organization and how the organization can affect others; maintain a strategic view of the organization, and build a shared vision with others; serve as a catalyst for organizational change and influence others to translate vision into action.