Program Manager, Veteran Care & Customer Service

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

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