“Responsibilities:
The Operations Officer develops effective operations for various channels, governance, acquisition, and contract strategies and solutions for Multi-Channel Technology (MCT) that promote VA’s transition to a modern, streamlined, and responsive customer experience, comparable to leading private sector organizations. This includes overseeing the development of the customer experience strategies and directing the program administration for MCT’s operations in support of those strategies. The Operations Officer has oversight of three key areas within MCT: Enterprise Contact Center Operations, Client Relations, and Enterprise Process Improvement and Service Recovery.
- Establishes and executes the strategy for service in support of MCT operational efforts.
- Oversees the design, development, and implementation of the MCT program governance framework and serves as the principal advocate for investment in MCT operations.
- Serves as MCT’s Director’s lead in developing and maintaining relationships among VA key stakeholders within the Area of Responsibility (AOR).
- Builds and manages meaningful relationships with VA key stakeholders and program offices across VEO’s jurisdiction.
- Identifies and develops leads to support the execution of prototypes/plans/projects to improve the Veteran experience across all channels for MCT operations.
- Responsible for capturing and documenting best practices and success stories of improving processes within AOR to become more Veteran centric.
- Assists the MCT Director in providing centralized program/project management and executes strategic guidance and direction using program integration and implementation, requirements integration and management, business modernization and improvement, program assurance and risk management concepts.
- Establishes and maintains working relationships with stakeholder holding opposing points of view and conflicting interests in facilitating development of an improved Veteran experience across channels used by VA’s customers.”
