This position is located in the Department of Employment Services (DOES), Office of Customer Experience (OCE). The DOES mission is to connect District residents, job seekers, and employers to opportunities and resources that empower fair, safe, and effective working communities.
This position will serve as the Customer Service Officer (CSO) which is responsible for the OCE. The OCE manages the agency’s contact center which consists of the Unemployment Insurance, Paid Family Leave, Office of Youth Programs and General Inquiries Call Centers along with the Agency’s various in-person service front desk locations. This role requires a professional who is an experienced manager and is deeply familiar with Contact Center as a Service (CCaaS) platforms and their associated standard operating procedures (SOPs) and policies. The ideal candidate will be dedicated to providing best-in-class customer service, ensuring all interactions—whether via phone, email, or in-person—are handled with professionalism, efficiency, and a commitment to customer satisfaction. In the changing landscape of customer service as new technologies are adopted, the CSO will evaluate and make recommendations for adjustment and augmentation of contact center technologies that will provide best-in-class customer service to District residents.

QUALIFICATIONS AND EDUCATION

Individual must possess at least one (1) year of specialized experience equivalent to the MS-13 grade level. Specialized experience is experience that is directly related to the position and has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position.

Plans, organizes, and supervises the operation of a program(s) and its activities in accordance with the mission and goals of an agency; develops new programs to support the strategic direction of the agency; advises and consults with administration/division managers; meets with appropriate staff to identify and resolve problems or conflicts; makes or recommends final decisions regarding policy, operations, and administrative procedures of the program. Establishes and manages long-and short-term program goals; develops, analyzes, and evaluates new or modified program/management policies, regulations, goals, or objectives. Develops, implements and maintains complex procedures, administrative monitoring practices and controls in order to obtain smooth and effective operation of a program(s); coordinates work activities of the program to prevent delays in required actions or to improve programs or services; identifies, develops and implements departmental goals, objectives, policies, and priorities; determines resource allocation and levels of service according to established policies; plans and writes grant applications and manages grant funded projects.
Develops and analyzes program reports; directs the preparation of monthly and annual reports; directs the gathering and analysis of information and reports necessary to document and evaluate processes. Directs the work of, and monitors subordinates to improve performance; evaluates and advises on organization, methods, and procedures. Directs the allocation of resources to achieve timely outcomes and measurable goals within budget; adjusts plans and programs to meet emerging or new programs, while continuing to address major program priorities.