The position serves as the Director of and Customer Experience and Strategic Engagement(CXSE). The position will oversee a team of Program Analyst and Managers that partners with HCS internal and external customers to define and develop the HCS strategic roadmap, identify transformational opportunities, drive high-impact strategic initiatives, customer recovery, and deliver world-class service to our customers.

Duties

Specific duties include: The incumbent is responsible for providing expert knowledge and management to all aspects of Customer Experience including survey design and implementation, insights, analysis, and improvements. Responsible for providing and sustaining an innovative approach to developing new products and services, in ways that provide enhanced value, by evaluating the entire product/service delivery process from the perspective of various stakeholder groups through human center design methodologies. Provides leadership in establishing and maintaining effective management processes and a work environment conducive to effective integration of technical functions of planning, contracting, resource management, and information technology project management. Ensures the establishment of project goals on schedule, cost, scope, and budget in study and project management plans in coordination with functional elements. Conducts all aspects of personnel management for assigned staff. Plans and coordinates work efforts, assigns and reviews work, resolves employee issues/complaints, selects new employees, sets performance standards, and evaluates performance of subordinate supervisors and non-supervisory staff. Serves as an authoritative source for decisions and guidance dealing with compromises and changes in project objectives. The incumbent will be responsible for providing oversight and management of HCS's Customer Experience and Strategic Engagement and engagements for HCS divisions and offices. Work Schedule: Full time, Monday through Friday, 7:30 a.m. - 4:00 p.m. Compressed/Flexible: Not Available. Telework: Available. Virtual: Yes this is a Virtual position - Employee is expected to report to the nearest VBA Facility based on the telework agreement. Position Description/PD#: Supervisory Program Specialist (Director of Customer Experience and Strategic Engagements); 41210-0 Relocation/Recruitment Incentives: Not Authorized. Financial Disclosure Report: Not Required.

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selectees are required to service a one-year supervisory probationary period if not previously completed in a Federal position.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:11/29/2023. TIME-IN-GRADE REQUIREMENT: 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. To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). The grade may have been in any occupation, but must have been held in the Federal service. You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). 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 also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. For a GS-15 position you must have served 52 weeks at the GS-14 level. 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. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: GS-15 Grade Level: Specialized Experience: Applicants must have one year of specialized experience equivalent to at least grade the next lower grade (GS-14) in the normal line of progression for the occupation in the organization. In addition to meeting the GS14 specialized experience, the GS-15 level experience must include but not limited to: Experience in planning, formulating recommendations and developing strategies for customer experience and engagements with stakeholders; maintaining a comprehensive knowledge of a wide range of policies, and precedents applicable to the workings of VBA administration; developing and using innovative techniques to administer and incorporates these tools for planning, development of policies and procedures. Volunteer Experience: 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; religions; 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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: ???????Position is in an office setting and is sedentary in nature. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no substitution of education at this grade level.

Contacts

• Address VBA Human Resources Center - Central Office 810 Vermont Ave NW Washington, DC 20420 US
• Name: Jennifer Stewart
• Phone: (214) 742-8387 X71783
• Email: [email protected]