The Operations Officer develops effective operations for various channels, governance, acquisition, and contract strategies and solutions that promote VA’s transition to a modern, streamlined, and responsive customer experience, comparable to leading private sector organizations. This includes overseeing the development of the customer experience strategies and directing the program administration for Multi-Channel Directorate (MCT) operations in support of those strategies.
Major Duties:
- Provides briefings and liaises directly with Senior Executive Service Directorate Leadership, VA Chief Experience Officer, Chief of Staff and other VA, VHA and VBA high-ranking management officials.
- The Operations Officer has oversight of three key areas within MCT: Enterprise Contact Center Operations, Client Relations, and Enterprise Process Improvement and Service Recovery.
- Oversees the design, development, and implementation of the MCT program governance framework and serves as the principal advocate for investment in MCT operations.
- Assists in providing centralized program/project management and executes strategic guidance and direction using program integration and implementation, requirements integration and management, business modernization and improvement, program assurance and risk management concepts.
- Establishes and maintains working relationships with stakeholder holding opposing points of view and conflicting interests in facilitating development of an improved Veteran experience across channels used by VA’s customers.
- Analyzes and interprets data to perform metrics analysis and gap analysis to develop recommendations on improving Veteran experience at VA facilities.
- Assigns work to subordinates and evaluates work performance. Gives advice, counsel or instruction to employees on both work and administrative matters.
- Identifies development and training needs of employees; develops performance standards.
