Organizational Design Consultant
About The Position
A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption. The Org Design Consultant is responsible for supporting the development of the target org design for the modernized contact center, supporting the design and implementation of future-state organizational structures, governance frameworks, reporting lines, and decision-rights. The consultant will also contribute to key organization design activities, including clarifying roles, accountabilities, and ownership within the new organizational structure.
Requirements
- 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects.
- 1+ years of prior work experience in or with the Federal Government.
- 1+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face.
- Demonstrated experience in business process analysis, workflow mapping, and requirements documentation.
- Understanding of contact center operations, technologies, and best practices.
- Excellent communication, facilitation, and stakeholder management skills.
- Proficiency with business analysis tools (e.g., Visio, Excel, JIRA, Confluence).
- Ability to quickly adapt and excel in a fast-paced environment.
- Experience working with Microsoft Word, PowerPoint, and Excel.
- Minimum of a Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field.
- Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.
Nice To Haves
- Experience supporting operating model design, org structure definition, or organizational transformation initiatives is preferred.
- Experience supporting federal healthcare clients, particularly the VA or DoD.
- Experience with clinical contact center operations and healthcare workflows.
- Experience supporting large-scale organizational transformation initiatives.
Responsibilities
- Lead the development and documentation of current and target-state organizational structures, ensuring comprehensive org charts, roles/responsibilities matrices, and governance models.
- Synthesize and communicate insights from org design activities, including workforce mapping, gap analysis, and structure optimization, through presentations, status reports, and analysis delivered to VA leadership and project collaborators.
- Guide decision-making to achieve alignment on future-state org design among diverse stakeholders, facilitating consensus on new structures, reporting relationships, and team functions.
- Ensure all technology and workforce enablement initiatives are directly integrated with, and supportive of, the future-state organizational design and capability needs.
- Track and report progress on org design milestones, from initial assessment through implementation, using key deliverables and performance indicators to measure transformation impact.
- Integrate and synchronize organization design efforts across related contact center consolidation and modernization workstreams, maintaining a unified vision for VA's future-state organizational structure.
Benefits
- Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
