Enterprise Contact Center Operations Division Chief

Full Job Description

The position is located with the Multi-Channel Technology Directorate in the Veterans Experience Office.

The incumbent is charged with leading MyVA411, the Department's front door to all veterans, families, caregivers, and survivors.

This role leads a large-scale, 24/7 service operation supporting millions of annual interactions, overseeing staff and vendor performance, and partnering across VA to improve Veteran customer experience and reliable access to information, referrals, and support.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/02/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-15 position you must have served 52 weeks at the GS-14. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.

You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-14 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Leading enterprise-level programs by directing strategic planning, operations, and continuous improvement for high-visibility customer service organizations supporting national stakeholders.

Serving as a principal advisor to senior executives by providing authoritative analysis, briefing materials, and recommendations to guide executive decision-making on complex program, policy, and performance issues.

Managing large, multi-program organizations by directing subordinate managers, allocating resources, designing organizational structures, and overseeing workforce planning, hiring, and performance management.

Formulating and executing governance, acquisition, and investment strategies for major information systems and contracts, while driving data-driven improvements to program performance and service delivery.

Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume.

You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level.

You will be rated on the following Competencies for this position: Communication Human Capital Management Planning and Evaluating Stakeholder Management Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week.

Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: Work is primarily sedentary; there are no special physical requirements.

The work does, however, involve an increased level of mental and emotional stress due to frequent and constant demands for quick reaction with detailed supporting data.

The employee performs work in an adequately lighted and climate-controlled environment. Assignments may require occasional travel.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies.

To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy.

To be found well qualified, applicants must meet the following qualifications: Providing executive-level leadership for enterprise contact center operations by directing strategic planning, governance, and modernization initiatives for large, high-visibility customer service programs serving national stakeholder populations.

Serving as a principal advisor to SES and Cabinet-level officials by developing executive briefings, analytical reports, and strategic recommendations on complex operational, technical, and performance issues affecting department-wide programs.

Exercising full supervisory and organizational authority by directing senior managers and professional staff, designing organizational structures, conducting workforce and workload analyses, and making final decisions on recruitment, selection, performance management, and succession planning.

Formulating and executing governance, acquisition, and investment strategies for major information systems and service contracts, including overseeing funding portfolios and ensuring alignment with long-term modernization and service delivery goals.

Conducting advanced quantitative and qualitative analyses to evaluate program effectiveness, assess risks, and drive data-informed decisions that result in measurable improvements in efficiency, service quality, and organizational performance.

Building and sustaining strategic partnerships with internal stakeholders and industry leaders by leading cross-organizational initiatives, introducing innovative solutions, and fostering a results-driven culture focused on continuous improvement and service excellence.

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Local Commuting Area: The local commuting area for this position is defined as the employee's official duty location (i.e., agency-approved alternative worksite) In accordance with 5 CFR 351.203.

In other words any where in the U.S. Major Duties:

Duties include, but are not limited to: The Enterprise Contact Center Operations Division Chief shall be responsible for leading and providing strategic direction including, program planning, organizing, directing, coordinating, controlling, reviewing, evaluating and improving administrative and supporting operations of the division which includes the operations for the VA White House Hotline.

The incumbent manages and administers a variety of contact center programs including Veteran-focused contact management activities on a broad array of service lines.

The Division Chief develops performance and program goals and plans, including identifying new program lines and facilitating the evolution of the service delivery model.

The incumbent establishes local policies and guidelines to manage/improve performance and employs management information system to provide information for decision making in such areas as: Veteran service, workforce planning, organization improvements, changes in delegations of authority, position management and coordination among the division's programs and services.

The Enterprise Contact Center Operations Division Chief obtains and allocates resources necessary to implement and execute the mission.

He/she makes program assignments and provides guidance to subordinate project managers and staff.

Reviews, approves or disapproves of actions involving personnel requirements and the allocation of resources among projects and/or organizations.

Devises effective and economical organizational structures, workload assessments, and functional breakdowns.

The Enterprise Contact Center Operations Division Chief will oversee provisions for technology, infrastructure, tools and other factors in the work environment to support the program's efforts.

The Division Chief develops and maintains relationships with internal and external groups, organizations and other contact management entities; fosters positive relations with internal and external stakeholders; ensures that issues and complaints raised by Veterans and Service members, their families and/or representatives are fully addressed.

The incumbent establishes and maintains liaison with internal and external groups, particularly counterparts in the Veterans Health Administration (VHA), the Veteran Benefits Administration (VBA), the National Cemetery Administration (NCA), and the Office of Information and Technology (OIT), as well as the Area Field Offices.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. EST Compressed/Flexible: Available with supervisory approval Telework: Not Applicable, this is a remote position.

Remote: This is a remote position Position Description/PD#: PD177740 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Cut-off Date: This announcement will remain open until the closing date, February 2, 2026.

The cut-off date is January 30, 2026. The cut-off date will be used to evaluate candidates for the initial available vacancy.

Applications received after the initial cut-off date (January 30, 2026) may not receive consideration unless otherwise requested by management.

If management requests additional certificates, applicants will continue to be reviewed in the order they applied.

In addition, due to the potential for a high volume of applicants, not all applicants may receive consideration.