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Executive Director Multi-channel Technology
3 months ago
**Duties**:
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.
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.
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).
**Requirements**:
**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.
- Successful completion of drug screening required.
- Public Financial Disclosure Report (SF-278) is required within 30 days of appointment.
- 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 measure
