Clarification from the agency

This job is open to current permanent Department of Veteran Affairs employees and CTAP eligible applicants only. See the eligibility section in the questionnaire for a list of all eligible candidates and the How You Will Be Evaluated section below for more details.

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.

Conditions of employment

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period one year probationary period or two year trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

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.

How you will be evaluated

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

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.


Job Knowledge Test: A portion of your assessment is a Job Knowledge Test that will occur during the application. This is a multiple choice exercise with only one correct answer per question. You must score 90% or higher to receive a passing score and meet all other requirements to be considered eligible.


Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

Area of Consideration & Order of referral: Eligible applicants will be reviewed and referred in the following order:

1. Current, permanent Veterans Experience Office (VEO) staff office employees.
2. All other current, permanent VA employees.

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.

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.