Head of Phone Operations

Quick Facts

• Hiring Agency: Social Security Administration
• Department: Other Agencies and Independent Organizations
• Location: Location Negotiable After Selection
• Salary: $151661 – $228000/yr
• Hiring Path: Fed Competitive
• Number of Openings: 1
• Telework Eligible: Yes
• Security Clearance: Not Required
• Date Posted: 2026-09-23
• Application Deadline: 2026-10-06

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Job Summary

The Head of Phone Operations serves as a pivotal member of the Digital Services senior leadership team, providing executive direction, strategic leadership, and oversight for the national 800 Number Network (N8NN)-one of the largest and most visible customer service operations in federal government.

The incumbent directly supports the Chief of Digital Services by leading the strategic direction, management, and implementation of continuous service quality improvements of the agency's N8NN.

Key Responsibilities

The Head of Phone Operations provides executive leadership for the management, modernization, and continuous improvement of the national 800 number network (N8NN), including oversight of all phone product, platform, and analytics functions. Accordingly, they lead the strategic direction, management, and continuous improvement of the agency's N8NN phone product and analytics, fostering a culture of innovation, accountability, and ongoing N8NN improvement.

Additionally, the Head of Phone Operations is also responsible for the following: Directly supporting the expansion and modernization of digital service, through the N8NN services, including processes designed to improve user experience and service delivery. Overseeing the planning and conducting of studies, pilots, and analyses on a variety of multi-channel communication services provided by SSA to improve the overall customer experience.

They maintain detailed customer experience analytics from management information systems to identify specific operating areas for measuring and improving customer service. Providing broad operational support in the areas of service delivery plans, operational strategies, and quality, including national oversight and direct support for SSA's Call Answering Sites, and evaluating SSA's telephone service to customers delivered by the N8NN and field office phone networks.

Contact

ashley.tates@ssa.gov

Frequently Asked Questions

Which agency is hiring for this position?

This position is with Social Security Administration, Other Agencies and Independent Organizations.

What is the salary for this position?

The posted pay range is $151661 – $228000/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-10-06.

Who is eligible to apply?

This position is open under the 'Fed Competitive' hiring path.

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Source: USAJOBS.gov — U.S. Federal Government