This position serves as the Director over the National Work Queue (NWQ), within the Office of Field Operations (OFO). The NWQ is a system used to manage compensation and pension workload by distributing claims to Regional Offices across the country for processing. A dedicated team oversees the system, analyzing workloads, adjusting distribution settings, and ensuring claims are assigned for processing in accordance with Agency expectations.
Specific duties include: Serves as a full operational Director for NWQ, reporting to the Deputy Director, Operations Management, the Assistant Deputy Under Secretary for Field Operations, Operations Management (ADUSFO-OM) and the Deputy Under Secretary for Field Operations (DUSFO). Works closely with the Deputy Director, Operations Management to ensure the National Work Queue is effective in its approach to fulfilling program objectives.
Serves as an expert advisor and consultant to officials and managers within or outside the agency providing guidance and direction in the interpretation of and among program offices and activities aligned with OFO. Provides advice and guidance to senior VBA leadership in all phases of daily management of the organization, and its impact on the organization. Establishes or alters NWQ goals and objectives as mission dictates.
Communicates information to senior management for effective evaluation of program operations and milestones. Provide leadership to staff members who serve as project managers and as consultants to senior level VBA management, area offices and regional offices, on highly visible, complex, and difficult issues associated with the effectiveness of VBA field operations as they relate to the delivery of benefits and services to Veterans nationwide.
Directs the staff's efforts in planning, organizing and conducting difficult and complex improvement programs involving people, processes and technology. Provides oversight and guidance to internal employees on IT improvement initiatives and speaks for the ADUS to advocate for scope, budget and timeframes for IT initiatives to improve NWQ capabilities. Establishes or alters NWQ goals and objectives as mission dictates.
Communicates information to senior management for effective evaluation of program operations and milestones. Exercises a high degree of program management expertise and managerial competence to direct and coordinate planning of new and diverse projects, to accomplish long and short-range goals, to advise on the solution to very complex problems, evaluate program results, and render decisions.
Develops policies and plans to implement immediate and long range goals and objectives of the NWQ. Reviews provided analysis, extracts, and summarizes which identifies significant trends and issues for impact on NWQ. Provides guidance to staff members on methods for analyzing workload data, interpreting trends and taking appropriate actions, to include elevating issues and recommendations to senior level leadership.
Forecasts and estimates program requirements using special reports, statistical and graphical analysis, project summaries from schedules, flow charting, review of work methods, evaluation of obligation and expenditure rates, cost analysis, etc. Prepares programmatic reports, justifications, charts, graphs, statistical and brief narrative data, etc. for top level presentations and briefings.
Provides information and decisions to members of Congress, national representatives of service organizations, department officials, representatives of other elements of VA, and other agency representatives regarding NWQ operations. Hears and resolves grievances and complaints that are not resolved by subordinate supervisors and reviews serious disciplinary problems. Coordinates with EEO counselors and officials, and employees to resolve formal and informal complaints.
Actively supports special programs such as EEO, safety, internal controls, etc. Work Schedule: Full Time, Mon-Fri, 8:00am - 4:30pm Compressed/Flexible: Not Available Telework: This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position.
Virtual: This is not a virtual position. Position Description/PD#: Director - National Work Queue; PD375830 Relocation/Recruitment Incentives: Authorized for candidates relocating to Washington, DC ONLY. Relocation expenses and services (Permanent Change of Station - PCS) are authorized. PCS covers the relocation of a household for government convenience when transferring between duty stations.
By accepting PCS, the selectee agrees to remain in Federal service for 12 months after the move. Failure to complete the service period may require repayment of PCS expenses. Click here for more information./ Financial Disclosure Report: Required. This position requires completion of a Confidential Financial Disclosure Report (OGE-450) under 5 C.F.R. § 2634.904(a). The selectee must submit the form before entering on duty and annually thereafter.
Zachary.Gordon@va.gov · 313-596-7200
This position is with Veterans Benefits Administration, Department of Veterans Affairs.
The posted pay range is $126384 – $164301/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-09-30.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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