We are recruiting bilingual individuals in Puerto Rico (can work remote) to provide bilingual (English and Spanish) direct web support services to websites (USA.gov, USA.gov/es, vote.gov, search.gov) and other delivery channels, such as the PX Contact Center, managed within the PX portfolio.

Below is some background regarding the program this opportunity supports followed by a list of roles we are recruiting for...

BACKGROUND

The Public Experience (PX) portfolio, part of the Office of Solutions within GSA’s Technology Transformation Services, manages a suite of technology products and programs designed to help the public easily access government services and information. Utilizing human-centered design techniques, such as journey mapping and usability testing, the portfolio ensures a high-quality, user-focused experience across multiple delivery channels. Key products include USA.gov, USAGov en Español, the USAGov Benefit Finder, the PX Contact Center, Vote.gov, and Search.gov. These services provide critical information, benefits, and support to a diverse audience in both English and Spanish, enhancing accessibility and usability for all users.

The PX portfolio is also instrumental during national crises, providing timely, urgent information through platforms like USAGov, designated by the Department of Homeland Security as the primary source of government communications. To support its mission, the PX team consists of several specialized groups, including Content Design, Data Analytics, Outreach, User Experience, and Website Operations teams. These teams employ a variety of tools and platforms, such as Google Workspace, Drupal, AWS, and Hubspot, to maintain and enhance the technical environment. The portfolio's efforts serve over 100 million users annually and engage millions more through extensive outreach and partnerships with federal agencies, ensuring broad and effective dissemination of vital government information.

REQUIREMENTS

***all positions to be remote so long as based in Puerto Rico***

***all positions require being bilingual***

Job Titles

1) Quality Assurance & Accessibility Compliance Specialist

2) Content Design Strategist 

3) Outreach and Digital Marketing Specialist

4) Quality Assurance Specialist 

5) UX Researcher

6) Data Analyst

7) UI Designer

8) Project Manager

1) Title: Quality Assurance & Accessibility Compliance Specialist

Responsibilities:

• WCAG 2.0 Compliance: Ensure all content meets WCAG 2.0 Level AA requirements, focusing on programming style, formatting, loading performance, and browser compliance.
• Accessibility Reviews: Conduct thorough accessibility reviews of blogs, videos, search functionalities, and new features.
• Emerging Technologies: Investigate and recommend emerging web technologies and best practices for government review.
• Technical Documentation: Edit and update the technical style manual, ensuring compliance with accessibility standards.
• Data Analysis: Collect and analyze site accessibility metrics to inform design improvements and prioritize top tasks.
• Recommendations: Provide strategic recommendations for long-term improvements to web best practices, accessibility, and SEO.
• Training: Assist in developing and delivering web development training based on a government-approved plan for government personnel and contractors.
• Compliance Monitoring: Ensure all PX platforms comply with Section 508 standards, using approved tools to review and update content as needed.
• Collaboration: Work closely with TTS/PX web developers and designers to create WCAG-compliant designs.
• Technical Support: Collaborate with TTS/PX IT to resolve technical issues and support large-scale web projects, such as site redesigns and accessibility enhancements.
• Assistive Technology: Provide expertise in digital assistive technologies (e.g., JAWS, NVDA, Voiceover, Talkback) to enhance accessibility.
• Documentation Reviews: Conduct ad hoc evaluations of documents for Section 508/WCAG 2.0 compliance, identify gaps, and recommend corrections.
• Project Participation: Engage in project meetings, code reviews, and research on best practices for accessibility and quality assurance.

Required Skills and Experience:

• Expertise in WCAG 2.0 Level AA: Deep understanding of and experience with WCAG 2.0 Level AA requirements.
• Technical Proficiency: Working knowledge of HTML and CSS.
• Assistive Technology Knowledge: Familiarity with digital assistive technologies such as JAWS, NVDA, Voiceover, Talkback, FS Magic, and Nuance Dragon Naturally Speaking.
• Software Proficiency: Experience with Adobe Creative Suite, Adobe Acrobat Professional, HTML Validator, WebAIM Wave, and ColorZilla.
• Attention to Detail: Strong focus on accuracy, follow-up, and follow-through.
• Collaborative Skills: Ability to work effectively with cross-functional teams and communicate complex accessibility requirements.

Preferred Skills:

• Experience with Siteimprove, Trello, and Jira.
• Knowledge of Level Access Accessibility Management Platform (AMP).

2) Title: Content Design Strategist

Responsibilities:

• User Intent Understanding: Comprehend user intent and identify the problems users aim to solve.
• Data Interpretation: Utilize and interpret data from Google Analytics, Google Search Console, and other web analytics tools to inform content decisions.
• SEO Data Utilization: Gather and apply SEO data to user journeys and solutions.
• Solution Proposals: Propose content, feature, or tool solutions based on data analysis and research.
• Content Testing and Improvement: Test content, interpret results, and implement findings to enhance user experience.
• Content Strategy Expertise: Apply content strategy principles to all projects.
• Stakeholder Collaboration: Build relationships with other agencies and stakeholders to refine content, provide guidance, and brainstorm new solutions.

Required Skills and Experience:

• User-Centric Approach: Deep understanding of user intent and problem-solving.
• Analytics Proficiency: Strong skills in using Google Analytics, Google Search Console, and other web analytics tools.
• SEO Knowledge: Ability to gather and apply SEO data effectively.
• Data-Driven Decision Making: Ability to propose solutions based on thorough data analysis and research.
• Content Testing: Experience in testing content and implementing improvements based on results.
• Content Strategy: Solid understanding of content strategy and its application.
• Collaborative Skills: Proven ability to build relationships and work collaboratively with various agencies and stakeholders.

Preferred Skills:

• Experience with Siteimprove.
• Familiarity with Trello and Jira.
• Knowledge of VoiceOver and Level Access Accessibility Management Platform (AMP).

3) Title: Outreach and Digital Marketing Specialist

Responsibilities:

• Digital Marketing Trends: Stay current with the latest digital marketing trends and develop/implement campaigns to promote government services.
• Content Creation: Write and edit clear, accurate, and timely copy for various outreach channels.
• Social Media Management: Effectively run and manage social media channels, write social media messages, monitor and engage with public and federal communities, and respond to inquiries on multiple platforms.
• Customer Engagement: Utilize strong research and customer service skills to respond to questions through social media platform inboxes and posts.
• Email Marketing: Develop compelling email marketing strategies, write engaging subject lines, and create informative newsletters to attract readers to government services.
• Marketing Materials: Create diverse marketing materials including social media messages, email newsletters, blog posts, and news articles.
• Metrics Analysis: Review and report on metrics and data to measure the success of outreach efforts.
• Campaign Execution: Design and execute public and stakeholder engagement campaigns.
• Tool Proficiency: Quickly learn and utilize various outreach management tools, including photo editing, video production, media syndication, and multi-channel marketing automation tools.
• Continuous Learning: Adopt and implement new tools as needed to enhance outreach efforts.

Required Skills and Experience:

• Writing and Editing: Strong writing and editing skills.
• Marketing Automation: Experience with marketing automation tools to manage multiple channels.
• Social Media Expertise: Proven experience running social media accounts, including Facebook, X (Twitter), Instagram, and YouTube.
• Analytics Proficiency: Understanding of analytics tools and ability to review metrics to gauge the success of marketing campaigns (e.g., Google Analytics, Search Console).

Preferred Skills:

• Graphic Design and Video Production: Experience in graphic design, video development, and social listening.
• Live Digital Events: Experience planning and hosting live digital events, such as webinars or social media live events.

4) Title: Quality Assurance Specialist

Responsibilities:

• Call and Chat Monitoring: Design and utilize monitoring forms and quality standards to assess agent interactions.
• Trend Analysis: Perform call and chat monitoring, providing trend data to management.
• Data Management: Use quality monitoring data systems to compile and track performance at both team and individual levels.
• Performance Identification: Identify key performance issues at individual and team levels and provide actionable data to management.
• Customer Care Monitoring: Monitor customer care responses to ensure quality and adherence to standards.
• Customer Insights: Participate in listening programs to identify customer needs and expectations.
• Quality Calibration: Assist in coordinating and facilitating quality calibration sessions for call center staff.
• Feedback Provision: Provide feedback to QA leads, contact center team leaders, and QA managers.
• Reporting: Prepare and analyze internal and external quality reports for management review.

Skills and Qualifications:

• Contact Center QA Experience: Proficiency in contact center quality assurance processes, forms, techniques, and scoring methodologies.
• Data Analysis: Strong ability to analyze data, develop recommendations, and create data visualizations, slides, and written reports.
• Analytical and Research Skills: Keen attention to detail to parse nuanced information and assess accuracy.

5) Title: UX Researcher

Key Responsibilities:

• Participant Recruitment: Recruit participants and conduct user tests in both English and Spanish based on approved plans.
• Usability Testing: Perform usability testing on products and digital features within the PX portfolio, including content and tools.
• Customer Journey Mapping: Define and map customer journeys for various stakeholder groups, developing personas and detailed use case scenarios.
• Multi-Platform Testing: Conduct testing across multiple platforms, including desktop, smartphone, and tablet.
• Facilitation: Lead focus groups and workshops in both English and Spanish.
• User Research: Conduct research to understand user behaviors, trust levels, access issues, and barriers among underserved communities.
• Data Utilization: Use qualitative and quantitative data to inform research findings and make recommendations.
• Collaboration: Work with teams within the PX Portfolio (UX, Content, Development, Analytics, and Accessibility) to refine user testing and recommendation processes.
• Communication: Present research findings to the UX team and the broader PX portfolio.
• Qualitative Research: Perform various user research activities for any website in the PX portfolio in both English and Spanish.

Skills and Requirements:

• Collaboration: Strong ability to brainstorm and solve problems with teammates.
• Communication: Excellent ability to convey ideas clearly and accurately without misinterpretation.
• Analytical Thinking: Skill in synthesizing information, recognizing patterns, and making decisions to improve user experience.
• Research Techniques: Deep understanding of research techniques such as card sorting, eye tracking, field studies, usability testing, and creating user personas.

6) Title: Data Analyst

Key Responsibilities:

• Data Analysis: Process and analyze qualitative and quantitative data from various sources, providing clear and actionable recommendations.
• Behavior Tracking: Measure behavior changes throughout the product development cycle, identifying trends and insights.
• Data Collection: Gather data on the implementation of interactive tools and features, highlighting successes and identifying areas for improvement.
• Data Visualization: Create easy-to-understand data visualizations and prepare comprehensive slides and written reports to share findings with stakeholders.
• Metric Identification: Identify key success metrics and track progress to ensure product goals are being met.
• Insight Generation: Provide insights that help guide product growth and development.
• Presentation: Present and explain data findings during meetings, ensuring clear communication of insights.
• Team Collaboration: Communicate frequently with teammates about project progress and work as part of diverse teams towards common goals.

Skills and Requirements:

• Analytical Skills: Strong experience in processing and analyzing datasets, with the ability to make recommendations in plain language.
• Behavior Measurement: Experience measuring behavior changes throughout the product development cycle.
• Data Collection: Experience collecting data on interactive tools and features, and providing insights based on this data.
• Data Visualization: Proficiency in creating data visualizations and preparing reports to convey findings effectively.
• Metric Tracking: Ability to identify success metrics and track progress accurately.
• Insight Communication: Experience in presenting and explaining data during meetings.
• Team Collaboration: Ability to communicate effectively with teammates and work collaboratively towards common goals.

Technical Proficiency:

• Tools: Experience using Google Analytics 4, Google Tag Manager, Google Search Console, Google BigQuery, Google Looker Studio, Google Sheets, Microsoft Excel, and Tableau.

Language Requirements:

• English: 100% fluency in reading, writing, and speaking.
• Spanish: 100% fluency in reading comprehension. Must be able to read and understand Spanish web content and qualitative and quantitative data in Spanish, and provide analysis in English.

7) Title: UI Designer

Tasks and Responsibilities: 

• Create intuitive, user-friendly and accessible digital interfaces for all PX products and platforms. Design and maintain style guides of all products within the PX portfolio while creating new concepts that reflect each product's brand. 
• Build wireframes and user flows to test new ideas and visual concepts. 
• Create, select, optimize, and maintain logos, infographics, photos, interactive media, storyboards, screen flows and other graphical design elements for websites, marketing campaigns, and social media presence. 
• Stay up-to-date on the latest industry trends and government initiatives and identify innovative uses of design and technology to apply that knowledge when designing user experiences in all PX products and platforms. 
• Combine UX thinking with design execution to produce usable, accessible and intuitive user interfaces. 
• Develop personas and journey maps to identify the most important functionality the audience of our products needs. 
• Analyze user feedback and activity, and iterate to enhance the user experience of PX products and platforms.
• Coordinate with the UX team to take into account factors like navigation, page layout, product design, usability testing, discovery research and more. 
• Create and design clickable, end-to-end journey prototypes/wireframes that allow the UX team to test the experience of moving between screens.
• Maintain a modular design system: a library of user interface components that can be re-used to create more screens and features in the future. 
• Collaborate with various teams (UX, Content, Development, Analytics and Accessibility) to evolve and refine our design system, ensuring visual cohesion and engineering efficiency across all PX digital platforms. 
• Communicate design solutions to the entire PX portfolio. 
• Adapt design elements for different screen sizes. 
• Design and prototype elegant and usable solutions for the web and mobile screens. 
• Work within brand guidelines to create layouts that reinforce a brand's style or voice through its visual interfaces. 

Skills and Requirements: 

• Strong understanding of design principles, aesthetics, color theory, typography, layout and patterns. 
• Strong communication and collaboration skills, facilitating effective interaction with cross-functional teams. 
• Creativity and problem-solving skills to devise unique design solutions that address specific user needs and requirements. 
• Experience working on bilingual digital products. 
• Proficiency with design tools including Sketch, Invision, Figma, Mural, and Adobe Creative Suite for designing and prototyping/wireframing digital interfaces. 
• Knowledge of the user centered design process. 
• Experience utilizing user research methods such as surveys, interviews, and usability testing to inform the design process.
• Background in designing for mobile-first platforms. 
• Must have an online portfolio with examples of creative work. 

8) Title: Project Manager

The PX Portfolio requires a full-time bilingual Project Manager to act as the first-line communication channel and team lead for all contractor employees under this Task Order. The position includes managing multiple personnel and tasks across the PX Portfolio, including but not limited to assigning work tasks, tracking milestones, and ensuring timely deliverables. The Project Manager reports to and is supervised directly by the Contractor's Program Manager (PM).

Tasks & Responsibilities: 

• Act as the first-line communication channel between company employees, the government's team leads and program managers, and the company's Program Manager. 
• Attend team meetings, a vital component of successful project management, which allows identification and assignment of required work to company employees, 
• Tracking of the team's progress, identifying obstacles that may affect impact program success, reprioritizing assignments due to rapidly changing priorities with the concurrence of the government team leads and ensuring that high-quality deliverables are completed on time. 
• Update or redesign workflow processes and documents as needed. Follow the organization's project management methodology for initiating, planning, executing, monitoring, controlling, and closing projects. Inform government team leads and contractor employees of the need to redistribute work assignments due to rapidly changing priorities. 
• Proactively identify and resolve obstacles that could impact successful contract performance. Inform government leads, the Contractor's PM, and the Contracting Officer's Representative (COR) as needed. Ability to develop solid and productive business relationships and effectively collaborate with both the government & contractor personnel. Ensure that contractor personnel are available during regular work hours and respond to chat, email, or other communication avenues in a timely manner. 
• Update contractor employees' assignments as needed using communication channels such as Trello, email, team meetings, etc. 
• Apply agile methodologies to team, work and management activities. 
• Ability to work across multiple disciplines, such as content strategy, 508 accessibility, UX design, and data analytics for websites, delivery channels, the contact center, and other staff offices as needed (if bandwidth is available) to ensure a cohesive team and timely and high-quality deliverables. 
• Track all employees' leave requests, approvals, or disapprovals and notify the contractor's employees and government leads of the Contractor's PM. The Contractor employees' final approval remains with the Contractor Program Manager. Ensure that any contractor employees' requested changes to the Government's core operating hours, 8:00 AM to 5:30 PM Eastern Time Monday through Friday, except for weekends and federal holidays, either temporary or permanent, are pre-approved by the Contractor's PM who will obtain prior Government approval to avoid any service disruptions or negative impact on projects completion. Maintain confidentiality in communications between the Contractor Employees and Project Manager in conjunction with the Contractor's PM. 

Skills & Requirements: 

• Demonstrate experience and operational responsibility managing large teams with concurrent deliverables across the multiple program areas, project execution, and administration. 
• Demonstrate a solid understanding gained through experience in website management, marketing, and outreach processes (social media), content strategy and development principles, quality assurance activities, and analytics for various channel delivery vehicles such as USAGov and the PX Contact Center. 
• Ability to quickly learn and apply newly emerging technologies and applications. 
• Knowledge of related IT tools such as a content management system (CMS), Trello, Slack, and Google Workspace with its productivity apps, including email and chat. 
• Bilingual Language Requirements: 
• Be fully bilingual/bicultural in English and Spanish, fluent with native proficiency. 
• Strong writing and communication skills in both English and Spanish.