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).
Summary
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).
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.
Subject to a One year probationary period required (unless already completed).
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
Incumbents of this position will be subject to a background investigation commensurate with the risk and sensitivity level of the position.
May be subject to pre-employment and random drug tests.
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 {{insert pay band}} position and the salary range is {{insert salary range}}. Exceptions to the cap of the range may be considered in certain circumstances.
Qualifications
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.
Education
This Job does not have an education qualification requirement.
Drug Testing: All applicants tentatively selected for VA Senior Executive Service employment in any position are subject to urinalysis to screen for illegal drug use prior to appointment and will be subject to random testing thereafter. Applicants who refuse to be tested will be denied employment with VA.
Mobility: Organizational and geographical mobility is essential in developing and managing SES leaders. Individuals selected for SES positions may be subject to reassignment across geographical, organizational, and functional lines, and may be required to sign a Reassignment Rights and Obligation Agreement.
VA structures its SES positions into pay bands. This is a pay band 3 position and the salary range is $151,661-$228,000. The categories are based on the position scope, breadth, functions, and placement within the structure of organizational levels across the Department/Agency. Exceptions to the cap of the range may be considered in certain circumstances.
OPM must authorize any employment offers made to current or former (within the last 5 years) political Schedule A, Schedule C, or Non-career SES employees in the executive branch. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, or Noncareer SES employee in the executive branch, you must disclose that to the Human Resources Office.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Once the application process is complete, a review of your resume and supporting documentation will be conducted. If you meet minimum qualifications, your Application Package will be further reviewed to determine if you possess the Executive Core Qualifications (ECQ) and Technical Qualifications (MTQ) listed above. ECQs and TQs must be thoroughly addressed within your two (2) page resume. Separate narratives will not be accepted or reviewed. Highly Qualified applicants may undergo one or more interviews and may be referred to the selecting official for further consideration.
Upon selection, if not already a member of the SES serving under a career appointment, the individual selected must have his/her executive qualifications certified by the U.S. Office of Personnel Management's SES Qualifications Review Board (QRB) before appointment to this position. The selected individual's application will be forwarded to the OPM for review and certification by the QRB, unless the selectee provides evidence of their noncompetitive status (i.e., a current SES, OPM QRB certified SESCDP graduate, or SES reinstatement eligible). Upon QRB certification, the selected individual will be required to serve a one-year probationary period. For more information regarding the SES, go to https://www.opm.gov/policy-data-oversight/senior-executive-service/.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
A complete application includes items described below. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Please carefully review the following list to determine what documentation you need to submit. Some documents may not apply to all applicants.
1. RESUME: All applicants are required to submit a resume limited to two (2) pages (i.e., 1 page that is double-sided or 2 pages that are one-sided each) showing all relevant experience. Information beyond the two page resume will not be evaluated. Applicants seeking initial career appointment to the Senior Executive Service (SES) must include evidence of the ECQs and TQs. PLEASE DO NOT USE USAJOBS RESUME BUILDER.
2. VACANCY QUESTION/ASSESSMENT QUESTIONNAIRE RESPONSES: Responses are automatically submitted through USA Jobs when you apply to this vacancy.
3. ADDITIONAL REQUIRED DOCUMENTS: Applicants are required to submit the following supporting documentation for non-competitive consideration, if applicable:
CURRENT OR FORMER SES MEBERS: Must provide your SES appointment SF-50 (Notification of Personnel Action), and an SF-50 showing current career SES status or career SES reinstatement eligibility.
SES CANDIDATE DEVELOPMENT PROGRAM (SESCDP) GRADUATES: Verification of successful completion of an OPM-approved SESCDP and OPM SES QRB certification.
Non-Competitive Consideration: You are considered a non-competitive applicant if you are a current career Senior Executive, graduate of a Senior Executive Service (SES) Candidate Development Program (CDP) or an individual with SES reinstatement eligibility and your ECQs have been certified by the OPM QRB. You may be considered non-competitively for appointment to this position if you meet the mandatory technical qualifications requirements.
Non-competitive applicants do not need to submit ECQ narratives but you must clearly state your status in your resume. Proof of non-competitive eligibility is required. The agency has the option of considering you non-competitively or including you in the competitive process.
Your complete application must be received by 11:59 pm EST on the closing date, 03/24/2026. Please read all instructions before you begin.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select and upload your résumé and/or other required documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the "Include Personal Information" section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
It is applicant's responsibility to verify that information entered and uploaded, (i.e., resume and other required documents) is complete, accurate, and submitted by the closing date. Human Resources will not modify or change any part of your application.
Application packages will NOT be accepted via mail. Due to security processes, mail delivery takes approximately 2-3 weeks to process at which time the vacancy announcement will be closed, and no further consideration will be given to additional application packages.
Veteran Customer Experience
810 VERMONT AVE
WASHINGTON, DC 20420
US
Next steps
To verify the status of your application, sign in to your USAJOBS account (https://www.usajobs.gov/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Corporate Senior Executive Management Office (CSEMO) to determine your eligibility for the position. Those who meet the qualifications will be referred to the Executive Resources Board (ERB), a panel of SES members to determine the "best qualified" candidates. Once a selection is made, the selectee's application will be forwarded to the Office of Personnel Management (OPM) for approval by an OPM independent Qualifications Review Board (QRB), unless the selectee is a current/former SES executive or has successfully completed an OPM approved SES Candidate Development Program and is QRB certified.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
A complete application includes items described below. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
Please carefully review the following list to determine what documentation you need to submit. Some documents may not apply to all applicants.
1. RESUME: All applicants are required to submit a resume limited to two (2) pages (i.e., 1 page that is double-sided or 2 pages that are one-sided each) showing all relevant experience. Information beyond the two page resume will not be evaluated. Applicants seeking initial career appointment to the Senior Executive Service (SES) must include evidence of the ECQs and TQs. PLEASE DO NOT USE USAJOBS RESUME BUILDER.
2. VACANCY QUESTION/ASSESSMENT QUESTIONNAIRE RESPONSES: Responses are automatically submitted through USA Jobs when you apply to this vacancy.
3. ADDITIONAL REQUIRED DOCUMENTS: Applicants are required to submit the following supporting documentation for non-competitive consideration, if applicable:
CURRENT OR FORMER SES MEBERS: Must provide your SES appointment SF-50 (Notification of Personnel Action), and an SF-50 showing current career SES status or career SES reinstatement eligibility.
SES CANDIDATE DEVELOPMENT PROGRAM (SESCDP) GRADUATES: Verification of successful completion of an OPM-approved SESCDP and OPM SES QRB certification.
Non-Competitive Consideration: You are considered a non-competitive applicant if you are a current career Senior Executive, graduate of a Senior Executive Service (SES) Candidate Development Program (CDP) or an individual with SES reinstatement eligibility and your ECQs have been certified by the OPM QRB. You may be considered non-competitively for appointment to this position if you meet the mandatory technical qualifications requirements.
Non-competitive applicants do not need to submit ECQ narratives but you must clearly state your status in your resume. Proof of non-competitive eligibility is required. The agency has the option of considering you non-competitively or including you in the competitive process.
Your complete application must be received by 11:59 pm EST on the closing date, 03/24/2026. Please read all instructions before you begin.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select and upload your résumé and/or other required documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the "Include Personal Information" section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
It is applicant's responsibility to verify that information entered and uploaded, (i.e., resume and other required documents) is complete, accurate, and submitted by the closing date. Human Resources will not modify or change any part of your application.
Application packages will NOT be accepted via mail. Due to security processes, mail delivery takes approximately 2-3 weeks to process at which time the vacancy announcement will be closed, and no further consideration will be given to additional application packages.
Veteran Customer Experience
810 VERMONT AVE
WASHINGTON, DC 20420
US
Next steps
To verify the status of your application, sign in to your USAJOBS account (https://www.usajobs.gov/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to.
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Corporate Senior Executive Management Office (CSEMO) to determine your eligibility for the position. Those who meet the qualifications will be referred to the Executive Resources Board (ERB), a panel of SES members to determine the "best qualified" candidates. Once a selection is made, the selectee's application will be forwarded to the Office of Personnel Management (OPM) for approval by an OPM independent Qualifications Review Board (QRB), unless the selectee is a current/former SES executive or has successfully completed an OPM approved SES Candidate Development Program and is QRB certified.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
