Summary This position is located in the San Diego Passport Agency where the incumbent serves as a Customer Service Manager responsible for coordinating a comprehensive customer service program for the assigned Agency /Center and, in conjunction with the other regional Customer Service Managers and the Customer Service National Program Manager, plans, design, and development of customer service programs, policies, and operating methods and procedures for the Passport Services Directorate. Responsibilities Coordinates comprehensive region wide customer service programs designed to ensure that the services provided to passport applicants and their representatives consistently meet expectations. Develops policies and programs for the enhancement and improvement of services provided to U.S. citizen passport applicants and their representatives Coordinates the recruitment and utilization of agents at acceptance facilities throughout the Region. Analyzes the adequacy and accuracy of the instruction, advice and assistance provided to acceptance agents by passport specialists. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements, including education, and any selective placement factors described below by the closing date of this announcement. If you are qualifying based on education OR if there are mandatory education requirements listed below, you MUST submit a copy of your college transcript with your application. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience working with a team to achieve organizational goals and objectives; Experience participating in public outreach and public relations initiatives; Experience assessing the quality of service provided by an organization, and recommending new procedures when appropriate, Experience drafting correspondence on behalf of an office; Experience conducting training and giving oral presentations to large groups; and Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or services for U.S. citizens There is no substitute of education for specialized experience for the GS-12 position. Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience organizing, leading, and managing a team to achieve organizational goals and objectives; Experience designing and directing public outreach and public relations initiatives; Experience assessing the quality of service provided by an organization, and implementing new procedures when appropriate; Experience corresponding with senior officials, congressional offices, government agencies, and/or the media; Experience developing and conducting training programs and giving oral presentations to large groups; and Experience explaining U.S. citizenship laws and regulations, U.S. passport procedures, and/or consular services for U.S. citizens. There is no substitute of education for specialized experience for the GS-13 position. Education Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or ReasonableAccommodations@state.gov. If eligible, telework and remote work agreements may be permitted with supervisory approval. Please note that any approved remote work arrangement is subject to the locality pay area of the alternative telework worksite. If eligible, applicants to this announcement may be referred to other positions in other Bureaus/Offices in the Department that may require a higher security clearance.