Supervisory Human Resources Specialist (Division Director, Customer Engagement)

This Supervisory Human Resources Specialist (Division Director, Customer Engagement) position is with Federal Aviation Administration (Department of Transportation) in Buckeye, AZ. The Branch Manager of Customer Engagement and HR Service Strategy is responsible for AHC designs, establishes, and manages the FAA strategic human resource policies and frameworks, leveraging advanced HR data analytics and metrics to optimize workforce programs and ensure organizational compliance. Key duties: • Serves as the senior leader responsible for the Customer Engagement Advisor program and enterprise HR service delivery strategy. Provides strategic direction, oversight, and management of a team of Customer Engagement Advisors responsible for supporting FAA Lines of Business and Staff Offices. Ensures a customer-centric, data-driven, and compliant HR service delivery model that aligns workforce solutions, service performance, and human capital strategies with agency priorities. Major Duties and Responsibilities Customer Engagement Program Leadership: Provides leadership and supervision for Customer Engagement Advisors. Establishes enterprise standards, operating procedures, and service expectations. Oversees strategic engagement with executive leadership and serves as the senior escalation point for significant HR service issues. HR Service Delivery Strategy and Governance: Develops and implements enterprise HR service delivery strategies. Establishes governance processes to monitor service performance. Advises senior leadership on service delivery trends and organizational effectiveness. Enterprise Performance Management and Analytics: Oversees development and monitoring of HR service delivery metrics and KPIs. Directs analysis of workforce and service delivery data. Provides executive-level briefings and recommendations. Workforce Strategy and Organizational Effectiveness: Leads assessments of workforce trends and organizational health. Collaborates across HR functions to develop integrated solutions. Advises executives on workforce modernization and succession planning. Customer Experience and Continuous Improvement: Establishes processes for evaluating customer feedback. Leads continuous improvement initiatives and promotes innovation. Cross-Functional Leadership and Collaboration: Builds partnerships across HR functional directorates. Facilitates resolution of complex, high-visibility issues. Change Management and Transformation: Leads HR transformation initiatives. Directs change management efforts and champions accountability and customer service excellence. Supervisory Responsibilities: Plans, assigns, directs, and evaluates work; establishes performance expectations; manages workload and staffing; and develops employees through coaching, mentoring, and succession planning. Qualifications: To qualify for this position, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-J, FG-14 level. This experience is typically related to the line of work of the position to be filled and which has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, specialized experience must have been at least equivalent to the next lower level in the normal line of progression for the occupation in the organization. SPECIALIZED EXPERIENCE IS DEFINED AS: Experience developing, implementing, and governing enterprise-wide Human Resources service delivery models and human capital strategies across a large organization. This includes establishing operational standards, standard operating procedures, and compliance frameworks to align HR workforce solutions with overarching agency priorities. OR Experience providing strategic oversight and direction to high-level advisory or consulting teams. This includes serving as a senior escalation point for high-visibility HR service issues, advising executive leadership on organizational effectiveness, and presenting data-driven briefings or recommendations to C-suite or executive-level stakeholders. OR Experience directing the analysis of complex workforce and service delivery metrics to evaluate organizational health. This includes overseeing the development and tracking of key performance indicators, utilizing quantitative and qualitative data to identify long-term workforce trends, and modeling human capital modernization and succession planning. OR Experience supervising a professional or technical workforce. This includes planning, assigning, and evaluating work performance; managing departmental workloads and staffing levels; and fostering workforce development through structured coaching, mentoring, and talent pipeline management. OR Experience leading large-scale cross-functional transformation initiatives and managing change within a complex organizational structure. This includes implementing customer experience improvement frameworks based on user feedback, championing organizational accountability, and modernizing business operations. You should include relevant examples of the specialized experience in your work history. Errors or omissions may impact your rating or may result in you not being considered. Answer all questions to the best of your ability. DO NOT ASSUME THAT BECAUSE YOU HOLD, OR HAVE HELD THIS POSITION, YOU WILL AUTOMATICALLY BE FOUND ELIGIBLE. You may be asked to provide evidence or documentation that you have this type of experience later in the selection process. Your responses are subject to verification through job interviews, or any other information obtained during the application process. Any exaggeration of your experience or any attempt to conceal information can result in disqualification. View the full announcement and apply on USAJOBS.gov.