The Multi-Channel Technology (MCT) Director is aligned under the Veterans Experience Office (VEO) and is responsible for ensuring that services and information offered via web self-service and contact centers are designed and implemented based on customer insights, and are supported by authoritative customer information. In collaboration with VA's Office of Information and Technology, the MCT Director is responsible for delivering high touch, technology-enabled customer service capabilities throughout the enterprise, thus enabling Veterans in accessing information, benefits and services anywhere, anytime. The MCT Director is transforming the relationship between the Veteran and VA, by integrating and delivering customer facing services and channels to ensure a Veteran-centric VA. The MCT Director also has operational responsibility for high-visibility avenues of responding to Veteran concerns; this includes the White House/VA Hotline and cases handled by the Office of the Secretary's Office of Client Relations (often coordinating with the White House/VA Hotline) and the expanded reach of the Veterans Identification Card.

1. Builds, deploys and maintains enterprise applications, tools and infrastructure for the delivery of Veterans experience products, services and information.

2. Enables Veterans and customers to effortlessly navigate VA and the entire portfolio of VA services via a single VA website and phone number, which ensures Veterans and customers have their needs met at the earliest point of resolution.

3. Through collaboration with VA Administrations/Staff Offices, internal VEO Directorates, OIT and other partners, the MCT Director builds, deploys and maintains enterprise applications, tools and infrastructure for the delivery of Veterans experience related products, services and information.

4. Establishes and executes a product/application life-cycle operations and management structure for Veterans experience specific product/tools/processes and services.

5. Provides technology vision and leadership in the development and implementation of VA's Veteran-centric products, services and information.

6. Provides strategic and tactical planning, development, evaluation and coordination of the information and technology systems for VA customer services.

7. Implements the authoritative customer data management and integration strategy for VA.

8. Develops and deploys platforms for Call Center, Service Centers and Self-Service implementations in support of the Veteran Experience Program.

9. Integrates and supports ongoing operations for revamped digital tools (e.g., eBenefits, MyHealthEVet).

Conditions of employment

• US citizenship is required.
• One year probationary period required for initial SES appointment.
• Males born after 12-31-59 must be registered for Selective Service.
• Incumbents of this position will be subject to a background investigation commensurate with the risk and sensitivity level of the position.
• Successful completion of drug screening required.
• Public Financial Disclosure Report (SF-278) is required within 30 days of appointment.
• May be subject to reassignment geographically or organizationally.
• VA structures its SES positions into pay bands. This is a Pay Band 3 position and the salary range is $147,649-204,000. Exceptions to the cap of the range may be considered in certain circumstances.

Qualifications

To meet the minimum qualifications, applicants must possess the following technical and executive core qualifications. These qualifications would typically be gained through progressively responsible management or executive level assignments such as director of a regional office, medical facility or program manager. An individual's total experience, education and volunteer work experience must demonstrate the ability to perform the duties of the position.

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; religious; 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.

MANDATORY EXECUTIVE CORE QUALIFICATIONS (ECQs): All applicants must submit a written narrative response to each of the following ECQs and include your name on each page. Your narrative must address each ECQ separately and demonstrate the underlying competencies in the narrative. Examples should be clear, concise, and emphasize your level of responsibilities; the scope and complexity of the programs, activities, or services you managed; program accomplishments; policy initiatives undertaken; level of contacts; the sensitivity and criticality of the issues you addressed; and the results of your actions. You should use action oriented leadership words to describe your experience and accomplishments and quantify your experience wherever possible to demonstrate your accomplishments (e.g., number of employees supervised; size of budget managed; amount of money saved, etc.). Applicants should use the Challenge, Context, Action and Results (CCAR) model below when responding to each ECQ:

• Challenge. Describe a specific problem or goal.
• Context. Describe the individuals and groups you worked with, and/or the environment in which you worked, to address a particular challenge (e.g., clients, co-workers, members of Congress, shrinking budget, low morale, etc.).
• Action. Discuss the specific actions you took to address a challenge.
• Result. Give specific examples of measures/outcomes that had some impact on the organization. These accomplishments demonstrate the quality and effectiveness of your leadership skills.

Your narrative response should not exceed 10 pages, be typed in 12 point font with one-inch margins. It is recommended that you include 2 recent (not older than 10 years) examples per ECQ and draft your ECQs in a Word document before uploading into the system to ensure these guidelines are met. Information that exceeds these guidelines will not be reviewed. Detailed information on each ECQ, the underlying and fundamental competencies, sample narratives and a tips sheet for writing effective ECQs are available in the "Guide To Senior Executive Service Qualifications" GUIDE (opm.gov) at: http://www.opm.gov/policy-data-oversight/senior-executive-service/executive-core-qualifications/.

1. Leading Change: The ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment. (Underlying Competencies: Creativity and Innovation, External Awareness, Flexibility, Resilience, Strategic Thinking, and Vision)

2. Leading People: The ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. (Underlying Competencies: Conflict Management, Leveraging Diversity, Developing Others and Team Building)

3. Results Driven: The ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks. (Underlying Competencies: Accountability, Customer Service, Decisiveness, Entrepreneurship, Problem Solving and Technical Credibility)

4. Business Acumen: The ability to manage human, financial and information resources strategically. (Underlying Competencies: Financial Management, Human Capital Management and Technology Management)

5. Building Coalitions: The ability to build coalitions internally and with other Federal agencies, state and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals. (Underlying Competencies: Partnering, Political Savvy, and Influencing/Negotiation)

TECHNICAL QUALIFICATION (TQ)s: In addition, all applicants must submit a written narrative response to the following specific TQ(s). Please label and include your name on each page. Please give examples and explain how often you used your skills, the complexity of the knowledge possessed, the level of people you interacted with, the sensitivity of the issues you handled managing a large public or private sector organization that administers complex, rules-based benefits or services, etc. It is recommended that you draft your TQ(s) in a word document and then upload into the system.

TQ1. Demonstrates experience and ability to create enterprise-wide, high-touch information technology solutions and standards to transform business processes and improve the customer experience for Veterans, their families, caregivers, and survivors through a multi-channel customer relationship management approach.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated for this job based on how well you meet the qualifications above. Step 1: ECQ qualifications
Step 2: Technical Qualification(s)
Step 3: VA Executive Resources Board
Step 4: Nominating Organization may conduct interviews
Step 5: Approval by the Selecting Official (may include additional screening)
Step 6: OPM Qualifications Review Board certification