Program Manager

U.S. Department of Veterans Affairs; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

U.S. Department of Veterans Affairs seeks a seasoned leader for the Customer Service Office within Integrated Veteran Care (IVC).

The role reports to the Customer Service Director and oversees management, budget, staff advisory, and cross-divisional liaison functions. Qualified applicants must demonstrate specialized experience at GS-12 level and a proven track record in contact-center leadership, program support for veteran needs, and data-driven process improvements that boost customer and

Qualifications

• One year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation.
• Experience leading staff in a contact center.
• Experience with programs supporting veteran needs.
• Conducted advanced data analysis to identify system gaps and present findings to leadership.
• Advised leaders on performance measures, quality monitoring, and process redesign strategies.
• Led process improvement project that enhanced the customer or staff experience and improved performance.
• Volunteer work credited for qualifying experience as described by the agency.

Responsibilities

• Manage overall operations of the Customer Service Office within Integrated Veteran Care (IVC).
• Provide staff guidance, budget oversight, planning, and inter-divisional coordination.

Skills

Staff leadership

Data analysis

Process improvement

Performance monitoring

Job description

This position is located in the Customer Service Office of Integrated Veteran Care (IVC). This position reports to the Customer Service Director and is responsible for overall management, budget, plans, staff advice, and inter-divisional contacts.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/17/2026. Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-13 position you must have served 52 weeks at the GS-12. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below.

Specialized Experience:

• You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization.
• Experience leading staff in a contact center.
• Experience with programs supporting veteran needs.
• Conducted advanced data analysis to identify system gaps and present findings to leadership.
• Advised leaders on performance measures, quality monitoring, and process redesign strategies.
• Led process improvement project that enhanced the customer or staff experience and improved performance.
• 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.
• Note: A full year of work is considered to be 35-40 hours of work per week.
• Part-time experience will be credited on the basis of time actually spent in appropriate activities.
• Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements:

The work is sedentary in nature, although some slight physical effort may be required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.