Vacancy Details


Announcement Number:
Hiring Agency:
Embassy Dakar
Position Title:
Director Customer Care Center
Open Period:
03/06/2020 - 03/20/2020 Format MM/DD/YYYY
Vacancy Time Zone:
LE - 0105 10
XOF CFA25,007,886 - XOF CFA25,007,886
Work Schedule:
Full-time -
Promotion Potential:
Duty Location(s):
Dakar, SG
Telework Eligible:
For More Info:
HR Section


Hiring Path:
• Open to the public
Who May Apply/Clarification From the Agency:
For USEFM - FP is 05. Actual FP salary determined by Washington D.C. Open to: All Interested Applicants / All Sources
Security Clearance Required:
Public Trust - Background Investigation
Appointment Type
Appointment Type Details:
Marketing Statement:

We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.


The U.S. Mission in Dakar/ Senegal is seeking eligible and qualified applicants for the position of Director Customer Care Center.

Supervisory Position:
Relocation Expenses Reimbursed:


The Director of the Customer Care Center (C3PO Director) plans and directs operations of the embassy’s centralized customer service desk; manages four Customer Service Portfolio Managers; and provides general work guidance and specific instructions to 13 ICASS LE Supervisors in order to realize cross-sectional projects and solve complex process issues. Serves as de facto Chief of Staff to the Management Counselor, reporting directly to him/her. Improves customer service and operations across the entire range of Management services at an embassy with over 800 clients. Troubleshoots and resolves the most complex and sensitive management issues, working independently with mid- and senior-level American managers to do so. Generates and analyzes actionable data to guide strategic management decisions. Implements data-driven solutions to improve coordination and accountability across the management platform.

Qualifications and Evaluations


EXPERIENCE: Minimum of 3 years direct management/leadership experience in English-language, multi-cultural environment; overseas experience for an international company or a company that services an international clientele; and an additional 2 years of supervisory experience is required.



- Detailed knowledge of DOS and embassy administrative and office procedures

- In-depth knowledge of general management/business best practices, how to lead, inspire, and motivate teams

- Customer-oriented management

- In-depth knowledge of all Management Section functions and how they interact

- Ability to communicate in nuanced English, and adapt to different cultural sensitivities

-Senegal law and regulations (commerce, labor, customs, shipping, health, education, law enforcement)

Education Requirements:

Master's degree in Business Administration, Management, Statistics, or Hospitality is required.



Level IV (Fluent) writing/speaking/reading of English is required. (This may be tested)

Level IV (Fluent) writing/speaking/reading of French is required. (This may be tested)



Must have excellent management, leadership, and supervisory skills. Must have demonstrated effectiveness in customer service and advanced interpersonal skills. Successful applicant will have the following traits: the ability to remain tactful and professional at all times; organizational and time-management skills; flexibility; ability to multitask; analytical skills. S/he will need to create, manipulate, analyze, and interpret numerical data. Should be skilled in multiple Microsoft applications,including: database, word-processing, spreadsheet, and desktop publishing skills. He she should possess the ability to work in a high stress, high production environment. S/he must be able to read complex data reports, analyze, extrapolate data, and apply findings by working with a diverse team of implementers. Must be able to generate actionable insight from report analysis, and know how to translate that insight into concrete process improvements at post.


EQUAL EMPLOYMENT OPPORTUNITY (EEO):  The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.


All applicants under consideration will be required to pass medical and security certifications.

Benefits and Other Info

Agency Benefits:

Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Dakar, Senegal may receive a compensation package that may include health, separation, and other benefits.

For EFMs, benefits should be discussed with the Human Resources Office.

The pay plan is assigned at the time of the conditional offer letter by the HR Office.

Other Information:

HIRING PREFERENCE SELECTION PROCESS:  Applicants in the following hiring preference categories are extended a hiring preference in the order listed below.  Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.


  1. AEFM / USEFM who is a preference-eligible U.S. Veteran*


  3. FS on LWOP and CS with reemployment rights **

* IMPORTANT:  Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), equivalent documentation, or certification.  A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service.  Acceptable documentation must be submitted in order for the preference to be given. 

** This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.

For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc.?) and for additional employment considerations, please visit the following link.

How to Apply

How to Apply:

Create an account on the Electronic Recruitment Application (ERA) Website at:

Choose Announcement Number DAKAR-2020-010 Director Customer Care Center and complete the online application. Upload any additional documentation that supports or addresses the requirements listed above (e.g. degrees certificates, wok permits & SF 50 if applicable) into the Electronic Recruitment Application system.

Required Documents:

Please provide the required documentation listed below with your application:

  • Copy of Orders/Assignment Notification (or equivalent)

  • Residency and/or Work Permit

  • DD-214 - Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable)

  • SF-50 (if applicable)

  • Master

Next Steps:

Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted via email. 

For further information - the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources Office.

Thank you for your application and your interest in working at the U.S. Mission in Dakar, Senegal.