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This position serves as the Director of Multi-Channel Technology in VEO in Washington, DC. The Veterans Experience Office is a key transformational vehicle with a mission of setting enterprise standards delivering an excellent experience to Veterans and their families and caregivers. The VEO will partner with internal stakeholders across the Department and external stakeholders to design and deploy solutions that support consistent, integrated delivery of Veterans-centered services.
06/20/2024 to 07/08/2024
$147,649 - $221,900 per year
This is a pay band 3 position and the salary range is $147,649-204,000. Exceptions to the cap of range may be considered in certain circumstances.
ES 00
1 vacancy in the following location:
No
Yes—as determined by the agency policy.
25% or less - You may be expected to travel for this position.
No
Permanent
Full-time
Senior Executive
00
Yes
Yes
VA-24-SES-12435890-AN
796519500
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Current federal employees whose agencies follow the U.S. Office of Personnel Management's hiring rules and pay scales.
Current federal employees whose agencies have their own hiring rules, pay scales and evaluation criteria.
Individuals looking for an executive-level job and who meet the five Executive Core Qualifications (ECQs).
The Multi-Channel Technology (MCT) Director is aligned under the Veterans Experience Office (VEO) and is responsible for ensuring that services and information offered via web self-service and contact centers are designed and implemented based on customer insights, and are supported by authoritative customer information. In collaboration with VA's Office of Information and Technology, the MCT Director is responsible for delivering high touch, technology-enabled customer service capabilities throughout the enterprise, thus enabling Veterans in accessing information, benefits and services anywhere, anytime. The MCT Director is transforming the relationship between the Veteran and VA, by integrating and delivering customer facing services and channels to ensure a Veteran-centric VA. The MCT Director also has operational responsibility for high-visibility avenues of responding to Veteran concerns; this includes the White House/VA Hotline and cases handled by the Office of the Secretary's Office of Client Relations (often coordinating with the White House/VA Hotline) and the expanded reach of the Veterans Identification Card.
1. Builds, deploys and maintains enterprise applications, tools and infrastructure for the delivery of Veterans experience products, services and information.
2. Enables Veterans and customers to effortlessly navigate VA and the entire portfolio of VA services via a single VA website and phone number, which ensures Veterans and customers have their needs met at the earliest point of resolution.
3. Through collaboration with VA Administrations/Staff Offices, internal VEO Directorates, OIT and other partners, the MCT Director builds, deploys and maintains enterprise applications, tools and infrastructure for the delivery of Veterans experience related products, services and information.
4. Establishes and executes a product/application life-cycle operations and management structure for Veterans experience specific product/tools/processes and services.
5. Provides technology vision and leadership in the development and implementation of VA's Veteran-centric products, services and information.
6. Provides strategic and tactical planning, development, evaluation and coordination of the information and technology systems for VA customer services.
7. Implements the authoritative customer data management and integration strategy for VA.
8. Develops and deploys platforms for Call Center, Service Centers and Self-Service implementations in support of the Veteran Experience Program.
9. Integrates and supports ongoing operations for revamped digital tools (e.g., eBenefits, MyHealthEVet).
This job does not have an education qualification requirement.
Veteran Preference does not apply to the Senior Executive Service.: https://www.opm.gov/faqs/topic/Senior-Executive-Service/index.aspx.
Drug Testing: All applicants tentatively selected for VA Senior Executive Service employment in any position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
Incumbents of this position will be subject to a background investigation commensurate with the risk and sensitivity level of the position.
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated for this job based on how well you meet the qualifications above. Step 1: ECQ qualifications
Step 2: Technical Qualification(s)
Step 3: VA Executive Resources Board
Step 4: Nominating Organization may conduct interviews
Step 5: Approval by the Selecting Official (may include additional screening)
Step 6: OPM Qualifications Review Board certification
A complete application for this position includes the following items:
1. Resume not to exceed 5 pages;
2. Written narrative response to address each Technical Qualification(s) not to exceed 2 pages each; and
3. Written narrative responses to address each Executive Core Qualification (ECQ) not to exceed 2 pages each for a total of 10 pages
4. Proof of non-competitive eligibility (if applicable). Proof consists of an SF-50 showing career status in the SES and proof of certification of your Executive Core Qualifications (ECQs) from the Office of Personnel Management (OPM) administered Qualifications Review Board (QRB).
Non-Competitive Consideration: You are considered a non-competitive applicant if you are a current career Senior Executive, graduate of a Senior Executive Service (SES) Candidate Development Program (CDP) or an individual with SES reinstatement eligibility and your ECQs have been certified by the OPM QRB. You may be considered non-competitively for appointment to this position if you meet the mandatory technical qualifications requirements.
Non-competitive applicants do not need to submit ECQ narratives but you must clearly state your status in your resume and submit a written narrative response to the Technical Qualification (s); not more than 2 pages per each TQ with a font size no smaller than 12 points. Proof of non-competitive eligibility is required. The agency has the option of considering you non-competitively or including you in the competitive process.
Your complete application must be received by 11:59 pm EST on the closing date in order for you to be considered. Please read all instructions before you begin.
To begin click the Apply Online button and follow the prompts to register and submit all required documents. To return to your saved application, log in to your USAJOBS account at http://www.usajobs.opm.gov/ and click on "Application Status". Click on the position title and select Apply Online to continue.
The Corporate Senior Executive Management Office (CSEMO) will review all applications to determine if applicants meet the technical qualifications of this position and the SES ECQs. Those who meet the qualifications will be referred to the Executive Resources Board (ERB), a panel of SES members to determine the "best qualified" candidates. Once a selection is made, the selectee's application will be forwarded to the Office of Personnel Management (OPM) for approval by an OPM independent Qualifications Review Board (QRB), unless the selectee is a current/former SES executive or has successfully completed an OPM approved SES Candidate Development Program and is QRB certified.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/796519500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
