Program Manager

Veterans Health Administration • Lakewood, CO

2d

About The Position

This position is in the Customer Service Office of Integrated Veteran Care (IVC) and reports to the Customer Service Director. The Program Manager is responsible for overall management, budget, plans, staff advice, and inter-divisional contacts. The role analyzes program effectiveness and productivity, recommends improvements to program objectives and resource use, and provides personnel management and guidance. The position requires leading staff in developing solutions, improving services for internal and external customers, and assisting the Director with performance standards and employee performance monitoring.

The work schedule is an eight-hour tour Monday through Friday between 6 a.m. and 6 p.m. Mountain Time, based on business needs. Ad hoc telework may be authorized. Virtual work may be authorized only for current VA employees already subject to the return-to-in-person-work mandate in their current position, and consists of working outside the original hiring duty station at a VA-owned or leased space. Return-to-office mandates require in-person work five days per week unless an exception, exemption, or extension is approved. Relocation, recruitment, critical skills, and permanent change-of-station incentives are not authorized.

Requirements

• Be a U.S. citizen.
• Complete the application, questionnaire, and required online assessment.
• Meet the Selective Service registration requirement, if applicable to males born after December 31, 1959.
• Meet the GS-12 time-in-grade requirement for the GS-13 position if currently or formerly covered by the applicable Federal employee requirements, and submit supporting SF-50 documentation.
• Have at least one year of specialized experience equivalent to GS-12 in the normal line of progression.
• Have experience leading staff in a contact center.
• Have experience with programs supporting veteran needs.
• Have conducted advanced data analysis to identify system gaps and present findings to leadership.
• Have advised leaders on performance measures, quality monitoring, and process redesign strategies.
• Have led a process improvement project that enhanced the customer or staff experience and improved performance.
• Complete a one-year probationary period or two-year trial period, as applicable.
• Participate in the seasonal influenza vaccination program as a condition of employment.
• The position is sedentary, though some slight physical effort may be required; accommodations or workplace adjustments may be used.

Responsibilities

• Use qualitative and quantitative management techniques to analyze and measure the effectiveness, efficiency, and productivity of administrative and technical programs.
• Develop and recommend enhancements to program objectives concerning the effective use of human, financial, and material resources.
• Prepare documentation supporting findings and recommendations, and organize and deliver briefings to promote understanding and acceptance of them.
• Manage personnel, including supervision, employee development, organizational and interpersonal communications, workflow analysis, and goal achievement.
• Redistribute and rebalance priorities to improve workflow, productivity, accuracy, and timeliness for the department.
• Lead staff in investigating, developing, and recommending acceptable solutions within the department.
• Analyze and develop methods to improve the efficiency, accuracy, and timeliness of services for internal and external customers.
• Assist the Director in developing and implementing performance standards and monitor employee performance.

Benefits

• Federal employees and their families have access to a comprehensive benefits package.
• VA may credit job-related non-federal experience or active-duty uniformed military service toward the rate of annual leave accrual, subject to prior request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed