Chief of Staff

Full Job Description

The Veterans Experience Office's (VEO) Chief of Staff (CoS) is a critical senior level management position that supports VEO's role in setting and executing the Department's customer experience (CX) strategy and CX implementations at scale.

The incumbent will provide strategic direction and oversight for executing VEO's statutory responsibilities under the Improving Veterans' Experience Act of 2025 (38 U.S.C.

§ 325) and the Government Service Delivery Improvement Act (5 U.S.C. §§ 321-323).

To meet the minimum qualification requirements for this position, you must show that you possess the Executive Core Qualifications (ECQ) and Technical Qualifications (TQ) related to this position within your resume - NOT TO EXCEED 2 PAGES.

Resumes over the 2-page limit, will not be reviewed beyond page 2 or may be disqualified.

Your resume should include examples of experience, education, and accomplishments applicable to the qualification(s).

If your resume does not reflect demonstrated evidence of these qualifications, you may not receive consideration for the position.

There is NO requirement to prepare a narrative statement specifically addressing the Executive Core Qualifications (ECQs) or the Technical Qualifications (TQs).

TECHNICAL QUALIFICATIONS (TQs): Your resume should demonstrate accomplishments that would satisfy the technical qualifications. 1.

Demonstrated experience achieving mission objectives by establishing strategy and leading complex enterprise-wide initiatives.

Demonstrated experiencing influencing cross-functional collaboration, managing strategic initiatives, and monitoring performance. 2.

Demonstrated experience serving as a strategic advisor and trusted partner to senior leadership, ensuring alignment of priorities and effective execution of organizational objectives.

Proven ability to lead and manage programs in human resources, budget, and resource allocation while driving initiatives that enhance customer experience and service delivery.

Skilled in applying customer experience concepts, such as human-centered design, customer feedback and analytics, multi-channel engagement, and strategic communications, to streamline operations, improve organizational performance, and resolve complex issues.

EXECUTIVE CORE QUALIFICATIONS (ECQs): In addition to the Technical Qualification Requirements listed above, all new entrants into the Senior Executive Service (SES) under a career appointment will be assessed for executive competency against the following five mandatory ECQs.

If your 2-page resume does not reflect demonstrated evidence of the ECQs and TQs, you may not receive further consideration for the position.

There are five ECQs: ECQ 1: Commitment to the Rule of Law and the Principles of the American Founding - This core qualification requires a demonstrated knowledge of the American system of government, commitment to uphold the Constitution and the rule of law, and commitment to serve the American people.

ECQ 2: Driving Efficiency - This core qualification involves the demonstrated ability to strategically and efficiently manage resources, budget effectively, cut wasteful spending, and pursue efficiency through process and technological upgrades.

ECQ 3: Merit and Competence - This core qualification involves the demonstrated knowledge, ability and technical competence to effectively and reliably produce work that is of exceptional quality.

ECQ 4: Leading People - This core qualification involves the demonstrated ability to lead and inspire a group toward meeting the organization's vision, mission, and goals, and to drive a high-performance, high-accountability culture.

This includes, when necessary, the ability to lead people through change and to hold individuals accountable.

ECQ 5: Achieving Results - This core qualification involves the demonstrated ability to achieve both individual and organizational results, and to align results to stated goals from superiors.

Note: If you are a member of the SES or have been certified through successful participation in an OPM approved SES Candidate Development Program (SESCDP), or have SES reinstatement eligibility, you should attach proof (e.g., SF-50, Certification by OPM's SES Qualifications Review Board (QRB)) of your eligibility for noncompetitive appointment to the SES.

Major Duties:

VEO's CoS identifies strategies to achieve VEO's statutory functions and reporting mandates surrounding CX and service delivery improvements as outlined in 38 U.S.C. § 325 and 5 U.S.C. §§ 321-323.

The CoS serves as strategic advisor and trusted partner to senior leadership, ensuring alignment of priorities and efficient execution of organizational objectives in alignment with statutory requirements.

Additionally, the CoS helps set CX mission objectives, and initiates, directs, and sets goals for projects and activities according to these objectives.

This includes leading complex enterprise-wide initiatives, such as strategic partnerships and customer communications.

In addition, through strategic oversight of VEO's organizational management activities, to include budget formulation and execution, acquisitions, human resources, logistics, travel, training, performance management and more, the CoS proactively leads and provides critical insight toward maximizing efficiencies and ensuring successful enterprise-wide project execution of VEO's mission.

The CoS develops organizational strategies and direction by estimating, forecasting, and anticipating requirements, trends, risks, and variances, providing analysis and recommendations in line with strategic goals and priorities to the Chief and Deputy Chief Veterans Experience Officers.

The CoS leads programs and processes related to CX and service delivery using capabilities, such as human-centered design, surveys and customer feedback, multi-channel experience, data analytics, customer outreach, and communications.

These capabilities together improve access and outcomes for Veterans, their families, caregivers, and survivors, further driving VA's goal of building trust.