Program Manager

This Program Manager position is with Veterans Health Administration (Department of Veterans Affairs) in Phoenix, AZ. This position is located in the Customer Service Office of Integrated Veteran Care (IVC). This position reports to the Customer Service Director and is responsible for overall management, budget, plans, staff advice, and inter-divisional contacts. Key duties: • Duties include, but are not limited to: Performs qualitative and quantitative management techniques for analyzing and measuring the effectiveness, efficiency, and productivity of administrative and technical programs Develops and recommends enhancements in program objectives as they relate to the sound utilization of human, financial, and material resources Prepares documentation to substantiate findings and recommendations, organizes, and delivers briefings to others to encourage understanding and acceptance of findings and recommendations Provides personnel management to include supervision, employee development, organizational and inter-personal communications, work flow analysis, and goal achievement Performs constant redistribution and re-balancing of priorities to enhance workflow, productivity, accuracy, and timeliness for the department Leads staff in investigating, developing, and recommending acceptable solutions within the department Studies, analyzes, and develops methods to improve the efficiency, accuracy, and timeliness of services provided to both internal and external customers Assists the Director in the development and implementation of performance standards and monitors employee performance Work Schedule: 8-hour tour Monday-Friday between 6am and 6pm MT, based on business needs. Telework: This position may be authorized for ad hoc telework. Ad hoc telework eligibility will be discussed during the interview process. Ad hoc is defined as occasional, non-recurring telework. 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 five days per week unless they are approved for an exception, an exemption, or extension while pending space assignment. Any approval for an RTO exception, exemption, or extension will happen after a tentative job offer, but before a final job offer. Position Description/PD#: Program Manager/PD00720A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/26/2026. 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-13 position you must have served 52 weeks at the GS-12. 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. 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-12 in the normal line of progression for the occupation in the organization. You may qualify based on your experience as described below: Experience leading staff in a contact center. Experience with programs supporting veteran needs. Conducted advanced data analysis to identify system gaps and present findings to leadership. Advised leaders on performance measures, quality monitoring, and process redesign strategies. Led process improvement project that enhanced the customer or staff experience and improved performance. 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. 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: The work is sedentary in nature, although some slight physical effort may be required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. View the full announcement and apply on USAJOBS.gov.