Executive Director Mult-Channel Technology

Washington, D.C
Apr 22, 2021
Apr 30, 2021
Executive, Director
Full Time


This position serves as the Executive Director of Multi-Channel Technology in VEO in Washington, DC. The Veterans Experience Office is a key transformational vehicle with a mission of setting enterprise standards delivering an excellent experience to Veterans and their families and caregivers. The VEO will partner with internal stakeholders across the Department and external stakeholders to design and deploy solutions that support consistent, integrated delivery of Veterans-centered services.
Learn more about this agency


The Executive Director of Multi-Channel Technology serves under the general direction of the Chief Veterans Experience Officer and the Deputy Chief Veterans Experience Officer. The responsibilities include, but are not limited to thefollowing:
  • Delivers high-touch, technology enabled customer service capabilities throughout the VA enterprise, enabling Veterans to access information, benefits and services at any place and at any time. Implements customer service and transformational initiatives across the Department.
  • Through collaboration with the Administrations, Staff Offices, Office of Information and Technology and other partners, builds, deploys, maintains enterprise applications, tools and infrastructure for the delivery of Veteran experience products, services and information.
  • Establishes and executes a product/application lifecycle operations and management structure for Veteran experience specific products/tools/processes and services. Provides technology vision and leadership in the development and implementation of VA's Veteran centric products, services and information.
  • Provides strategic and tactical planning, development, evaluation, and coordination of the information and technology systems for VA customer services.
  • Implements the authoritative customer data management and integration strategy for the Department. Develops and deploys platforms for the entire portfolio of VA services, including Call Centers, Service Centers, single VA website, and Self-service implementations in support of the Veterans Experience Office goals, objectives and initiatives.
  • Integrates and supports ongoing operations for revampled digital tools including eBenefits and MyHealtheVet.

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status

Promotion Potential


Conditions of Employment

  • US citizenship is required.
  • Males born after 12-31-59 must be registered for Selective Service.
  • Incumbents of this position will be subject to a background investigation commensurate with the risk and sensitivity level of the position.
  • Successful completion of drug screening required.
  • Public Financial Disclosure Report (SF-278) is required.
  • May be subject to reassignment geographically or organizationally.
  • One year probationary period required for initial SES appointment.


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. Additional information on ECQs is available at: http://www.opm.gov/policy-data-oversight/senior-executive-service/executive-core-qualifications/ . Applicants are encouraged to follow the Challenge, Context, Action and Results model outlined in the guide. It is recommended that you draft your ECQs in a Word document and then upload into the system.

1. Leading Change: The ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment.

2. Leading People: The ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.

3. Results Driven: The ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.

4. Business Acumen: The ability to manage human, financial and information resources strategically.

5. Building Coalitions: The ability to build coalitions internally and with other Federal agencies, state and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals.

TECHNICAL QUALIFICATION (TQ)s: In addition, all applicants must submit a written narrative response to the following specific TQ(s). Please label and include your name on each page. Please give examples and explain how often you used your skills, the complexity of the knowledge possessed, the level of people you interacted with, the sensitivity of the issues you handled managing a large public or private sector organization that administers complex, rules-based benefits or services, etc. It is recommended that you draft your TQ(s) in a word document and then upload into the system.

TQ1: Demonstrates the experience and ability to create enterprise-wide, high-touch information technology solutions and standards to transform business processes and improve the customer service experience for Veterans, their families and caregivers or experience within similar customer centric organizations through a multi-channel customer relationship management approach.


This job does not have an education qualification requirement.

Additional information

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. Applicants who refuse to be tested will be denied employment with VA.

Incumbents of this position will be subject to a background investigation commensurate with the risk and sensitivity level of the position.

Permanent change of station reimbursement is not authorized.

The duty location for this position is Washington, DC. This is not a virtual position.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Step 1: ECQ qualifications
Step 2: Technical Qualification(s)
Step 3: VA Executive Resources Board
Step 4: Nominating Organization may conduct interviews
Step 5: Approval by the Selecting Official (may include additional screening)
Step 6: OPM Qualifications Review Board certification

Background checks and security clearance

Security clearance
Not Required

Drug test required

Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk

Trust determination process

Required Documents

A complete application for this position includes the following items:

1. Resume not to exceed 5 pages;
2. Written narrative response to address each Technical Qualification(s) not to exceed 2 pages each; and
3. Written narrative responses to address each Executive Core Qualifications (ECQs) not to exceed 2 pages each for a total of 10 pages; or
4. Proof of non-competitive eligibility (if applicable). Proof consists of an SF-50 showing career status in the SES and proof of certification of your Executive Core Qualifications (ECQs) from the Office of Personnel Management (OPM) administered Qualifications Review Board (QRB).

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 and submit a written narrative response to the Technical Qualification (s); not more than 2 pages per each TQ with a font size no smaller than 12 points. Proof of non-competitive eligibility is required. The agency has the option of considering you noncompetitively or including you in the competitive process.

*Please include your name on each document.

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