Senior Program Manager for Stakeholder Services

at  Consumer Financial Protection Bureau

Division/Office:
Consumer Response & Education - Consumer Response
Closing date:
Apr. 30, 2024
Location:
Washington, DC
Grade:
72
Salary:
$169,238–255,000
Who may apply:
Open to CFPB employees only (Competitive service - permanent)

SUMMARY

This position is located at Consumer Financial Protection Bureau, Consumer Response and Education Division, Office of Consumer Response. The incumbent serves as an alter-ego of and reporting to the Section Chief of Stakeholder Services; contributes to and shares responsibility for the development and implementation of strategic objectives, policies, and priorities; and has the authority and responsibility to perform the duties of the Section Chief in their absence.

As a Senior Program Manager for Stakeholder Services, you will:

Assist in the development of Stakeholder Services Section strategic planning proposals, including outsourced contact center services initiatives, in close coordination with the Section Chief of Stakeholder Services as well as the Consumer Response Front Office to ensure strategic alignment and integration with the Section, Office, and Bureau strategic plans. With approval of the Section Chief and Assistant Director, define and manage the implementation roadmap as well as the overarching Stakeholder Services annual strategic plan to include outsourced contact center operations

• .Provide leadership and oversight of the Stakeholder Services Portal Operations and Complaint Handling Programs leadership, which are responsible for interfacing with companies as well as other external complaint and inquiry process stakeholders (e.g., congressional offices, state and federal agencies, and the White House), complex complaint routing to companies, referrals to prudential regulators, and handling of congressional complaint referrals
• .Hold Stakeholder Services vendors and their subcontractors accountable for meeting contractual objectives through effective program oversight and governance, which includes process adherence, quality of service, cost containment, service level performance, staffing, and other operational metrics to ensure return on investment
• .Assist in leadership of the Contact Center Services Program by ensuring holistic planning, inspection, reporting, and evaluation processes are in place to ensure vendor compliance with the contractual terms, including service level, customer satisfaction, privacy, and cost control
• .Lead continuous improvement efforts the Stakeholder Services Section by identifying opportunities to streamline operations, reduce costs, and effectively outsource and insource key functions and services to maximize the value of the contract to the Bureau. Provide data-driven recommendations and lead preparation of business cases that include clearly articulated problem and/or opportunity statements, objectives, scope, resources needed, and anticipated return on investment to the Bureau
• .Through subordinate leadership oversees the full life cycle of service design and product development activities including user experience research, quantitative and qualitative analysis, in order to develop strategies for meeting customer and stakeholder needs for new and enhanced services and tools, developing and rolling them out and measuring their effectiveness
• .