This position is located in the Veterans Experience Office (VEO), Enterprise Measurement and Design Directorate (EMD). A primary objective for EMD is to capture and analyze the voices of Veterans, their families, caregivers, and survivors. To support these efforts, the incumbent is responsible for managing VEO customer experience measurement programs (e.g. Vsignals (Veteran signals), CSignals (Community signals), etc.).

Duties

This vacancy will close on the posted closing date OR at 11:59 p.m. EST on the day in which 60 applications are received, whichever comes first. As program manager, the incumbent serves as the lead workforce member with the responsibility and relevant discretional authority empowered to make final scope of-work and performance acceptability decisions on assigned programs. The program manager is also responsible for meeting program objectives or production requirements through the acquisition of any mix of in-house, contract, or reimbursable support resources. The measurement program manager is responsible to stakeholders for the management and oversight of subordinate projects within the scope of the overall program and is ultimately responsible for effectively managing all business and technical risks of the program to ensure effective systems and services are delivered to the end user on schedule, within budget, and at the required levels of performance. As a Senior Advisor, and subject matter expert (SME) technical advisor for the Veteran Experience Office, the incumbent, serves as the EMD-Measurement Division central program manager, ensuring and maintaining effective relationships with all levels of management, headquarters personnel, program specialists, contractors, technical experts, and other key stakeholders that support organizational goals. Duties of this position are complex in nature as they cross-cut management and various VA Administrations (VHA/VBA/NCA/etc.), program offices and professional disciplines such as: program/project management; strategic planning; workforce planning; budget formulation and justification; information technology, quality improvement methods and initiatives; financial analysis; measurement and support, programmatic internal controls, analytics, and reporting tools. A critical area of responsibility for the incumbent relates to the management of various customer experience measurement platforms such as VSignals / CSignals. These platforms create a seamless touchpoint between the Veteran, eligible dependents, caregivers and VA. These customer experience surveys measure the most impactful moments in a specific service experience and are deployed shortly after an interaction with a VA service. This data is then analyzed and displayed in a user-friendly dashboard designed specifically for VA senior leadership to provide a near real-time understanding of the current customer experience. Insights derived from survey responses and comments are leveraged to improve processes across the VA thus ensuring optimal and effective service delivery for Veterans, Eligible Dependents, Caregivers, and VA. The incumbent is responsible to manage a suite of projects with capabilities that enhance measurement tools designed to capture customer experience insights. This requires the coordination with measurement team staff members around the technical, programmatic, user access, technical assistance, and analytic tasks/functions associated with the Medallia-based (and/or similar products/services) VSignals / CSignals data collection/management/analysis electronic platform. Applying a knowledge of program and project management, portfolio analysis, and application of industry standards (e.g. Project Management Institute (PMI), PMBOK® Guide, Veteran Affairs Acquisition Academy (VAAA), etc.) theory and principles in adapting to the unique requirements of a government agency. Demonstrates critical leadership and technical competencies for projects, programs and portfolios and applies business analysis to produce high-quality requirements, engage stakeholders and help drive successful outcomes via collaborative planning, organizing, and providing oversight efforts of VEO-EMD projects and/or initiatives that are aimed at achieving and improving the quality, effectiveness, and timeliness of program accomplishment. As a Team Lead, the incumbent will lead and manage the coordination of VEO-EMD Measurement Program (VSignals / CSignals) program, EMD Measurement Implementation Team and other VEO enterprise initiatives and/or measurement technologies projects as assigned. Coordinates the successful execution and implementation of all customer experience survey development efforts by Measurement Team Project Managers including resource management, timeline management, conducting stakeholder meetings, ensuring successful completion or delivery of project tasks and deliverables, and project-related conflict resolution as necessary. Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. Compressed/Flexible: Available Telework: Available, as determined by the agency policy. Candidates who are hired will be required to work in person at least 5 out of 10 days per pay period at 810 Vermont Avenue NW, Washington, DC. Virtual: This is not a virtual position. Position Description/PD#: 198740 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
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/19/2024. 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 by the closing date of this announcement. For a GS-14 position you must have served 52 weeks at the GS-13. 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. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. QUALITY RANKING FACTOR: Managing a large and comprehensive portfolio of projects and strategic initiatives involving a wide range of stakeholders with varying technical and business requirements. Analyzing and reporting on progress of projects with multiple components and stakeholders. Experience with customer experience or data analysis relational databases. Developing and coordinating the work of a team of program/project specialists to include assigning program responsibilities, identifying and directing contract resources towards project management needs, and prioritization of multiple project requests with limited resources. 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-13 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience developing and implementing strategic plans to achieve program objectives and improve operational efficiency. Leadership and technical experience applying business analysis, engaging stakeholders, and overseeing project portfolios to ensure quality outcomes. Providing guidance to project managers and coordinating change requests for customer experience tools. Identifying and addressing operational inefficiencies, overseeing program governance, and implementing performance metrics to measure organizational effectiveness. Developing goals and policies for advancing customer experience technologies, representing senior leadership in official meetings with stakeholders, and leading planning efforts. Mentoring program specialists and staff and facilitating interdepartmental coordination to align future initiatives with customer needs. Working with customer experience surveys or dashboards to provide feedback and input for program improvements. Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level. You will be rated on the following Competencies for this position: Stakeholder Management Planning and Evaluating Leadership 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. 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: Work is primarily sedentary in nature with no special physical demands. However, the work may involve site visits which may involve driving to and moving about work site. Work may be performed in a telework/remote environment. Work is primarily performed in an office setting; however, the work may involve overnight travel for training, meetings, conferences, and site visits. 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 educational substitution at this grade level.


Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Veteran Customer Experience VCE 810 Vermont Ave NW Washington, DC 20420 US
• Name: Dorian Bruce
• Phone: 909-602-4590
• Email: [email protected]