Head of Phone Operations

About the role

The Head of Phone Operations is a senior leader within the Digital Services senior leadership team, providing executive direction and strategic oversight for the national 800 Number Network (N8NN), one of the largest customer‑service operations in the federal government.

Key responsibilities

• Lead the management, modernization, and continuous improvement of the N8NN, including all phone product, platform, and analytics functions.
• Support the expansion and modernization of digital services through process improvements that enhance user experience and service delivery.
• Plan and conduct studies, pilots, and analyses of multi‑channel communication services to improve overall customer experience.
• Maintain detailed customer‑experience analytics to identify and address operating areas needing improvement.
• Provide operational support for service‑delivery plans, strategies, and quality, including oversight of SSA Call Answering Sites and evaluation of telephone services delivered by the N8NN and field office networks.

Required profile

• Senior‑level professional experience equivalent to the GS‑15 pay grade in the federal government or comparable private‑sector experience.
• U.S. citizenship, ability to obtain and maintain the required security clearance, and compliance with federal financial‑disclosure and background‑check requirements.
• Demonstrated executive‑level leadership in large‑scale, multi‑site call‑center operations, strategic initiatives, technology integration, and analytics‑driven improvement.

Required skills

• Advanced knowledge of phone system technologies.
• Expertise with call‑center analytics platforms.