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Summary This position is in the Division of Consumer Response and Operations, a dynamic division responsible for various projects and functions, including the Consumer Response Center, the Consumer Sentinel Network, the National Do Not Call Registry, the Redress Administration Office, data analysts, records, and the core financial, administrative, and management activities of the Bureau of Consumer Protection. Responsibilities In this position, the incumbent serves as the team lead of the FTC's Consumer Response Center (CRC) and manages the Sentinel Network Services (SNS) contract, and provides management and oversight to many contracted services necessary to support the CRC's on-going functions. This includes supervising the SNS contract to ensure the data accuracy, quality assurance, and system requirement are met. Leads a variety of administrative and technological activities that are essential to the overall management of the CRC. Supervises quality assurance reviews of phone, mail, and online communications with consumers who may call, mail, email, or go online to report fraud and other consumer problems, identity theft, and violations of the Do Not Call laws to CSN. Manages correspondence at all levels, including Executive Correspondence, to ensure appropriate response from the CRC. Recommends and implements efficient processes to ensure that written consumer complaints are logged into the CSN with the appropriate legal and factual issues identified, and that consumers receive relevant responses. Serves as a System Owner for information systems that are essential to the operations of CSN and the CRC. This includes, but is not limited to, serving as the System Owner for the online customer satisfaction survey system. Serves as the subject matter expert for machine learning and artificial intelligence support of the CSN. Assists with the retraining of machine learning models. Supports and promotes the CSN through completing administrative tasks. Develops quality assurance benchmarks, standards and procedures and allocates workload of other CRC staff members and contract staff. Implements new systems, technologies and procedures in response to changing volume of consumer complaints. Allocates the workload of the CRC consumer response specialists and on-site contract staff. Reviews and monitors the work of the 100+ seat call centers located in Indianapolis and Albuquerque to ensure it meets the QASP. Serves as the Contracting Officer's Representative (COR) for contracted services necessary to support the CNS functions and takes the lead in supporting ongoing acquisition activities within the CRC. Requirements Conditions of Employment Qualifications To qualify for the Lead Consumer Response Specialist at the GS-13 level, you must meet the following requirements: You must demonstrate in your resume at least one (1) year of qualifying experience equivalent to at least the GS-12 level in the Federal service obtained in either the private or public sector, performing the following types of tasks: serving as a Contract Office Representative (COR) for contracted services necessary to support consumer support functions and supporting new acquisition activities for an organization, conducting market research, writing performance work statements, and participating in evaluation teams. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Education There is no educational substitution for experience for this position. Additional Information Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, you must be a preference eligible or a Veteran separated after 3 years or more of continuous active service performed under honorable conditions. Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: (1) meet Career Transition Assistance Program (CTAP) or Interagency Career Transition Assistance Program (ICTAP) eligibility criteria; (2) be rated well-qualified for the position with a score of 87 or above; and, (3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: ICTAP/CTAP Non-competitive Appointment Authorities: For more information on non-competitive appointment authority eligibility requirements: - Persons with Disabilities-Schedule A - Special Hiring Authorities for Veterans - Special Hiring Authority for Certain Military Spouses - Other Special Appointment Authorities