This position is located within the Customer Service (CS) Directorate, Office of Integrated Veteran Care (IVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA).
The incumbent serves as a key member of the CS team, providing analytical, operational, and project management support to improve customer service operations, program performance, process improvement initiatives, and organizational efficiency in a high-volume, fast-paced contact center environment.
Area of Consideration- Eligible applications will be reviewed and referred in the following order: 1. Current VA employees designated as surplus or displaced by the VA - Career Transition Assistance Plan (CTAP) eligible 2. Current VA employees of the facility where this vacancy is located (either 810 Vermont Ave NW, Washington, DC 20420 or Denver Federal Center, West 6th Avenue & Kipling Street, Lakewood, CO, 80225) 3.
Current VA employees of the staff office posting this vacancy - Integrated Veteran Care (current SF-50 must show IVC in box 22 or 135 in box 40) 4.Current, permanent VHA employees. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.
Duties include, but are not limited to: Responding to internal operational requests and trouble tickets by coordinating with cross-functional departments to facilitate timely resolution of issues. Communicating effectively with internal and external customers regarding operational processes, service concerns, and program-related initiatives. Assisting with the implementation of new procedures, technologies, and workflow enhancements impacting Customer Experience operations.
Providing training as the subject matter expert (SME) for Customer Service. Testing, validating, and assisting in the implementation of software applications and system enhancements related to customer service and contact center operations. Performing other duties as assigned. Work Schedule: 8-hour tour Monday-Friday between 6am and 5pm MT, based on business needs. Telework: Telework eligibility will be discussed during the interview process.
Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at a VA owned or leased space.
Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in person work unless they have an approved exemption already in place. Position Description/PD#: Program Analyst/PD00808A and PD00807A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
VHANationalRecruitmentCenter@va.gov · (844)456-5208
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $68819 – $108251/yr.
This position is eligible for telework.
Applications close on 2026-10-23.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-15 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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