Core Government Services (CGS) is seeking an experienced customer support Assistant Director / Deputy Project Manager to support the VA's Veteran Experience Office (VEO) Call Center. The deputy program manager (DPM) functions under the supervision of the program manager to assist with the operation of the customer call center and to serve as Acting Program Manager in the absence of the PM. The DPM has an essential role supporting the VA VEO Call Center program's mission to provide high-quality public-facing support to Veterans, their families, and all stakeholders by leveraging technology, data, and best practices to enhance their experience with VA services. By offering a central, efficient point of contact, this program supports the broader Veterans Experience Office (VEO) goal of enabling the VA to be the leading customer service organization in the government, fostering trust and encouraging Veterans to "Choose VA".
The call center's work contributes to the overall VEO mission of improving customer experience (CX) across all VA services, ensuring interactions are easy, effective, and emotionally resonant. The call center leverages technology and data to manage and improve services through government technologies and tools (like CRM, WFM, QM) and CX. By managing public inquiries, the VA VEO Call Center helps coordinate and integrate services, supporting Veterans in their access to care, benefits, and memorial services. This team is a conduit for Veterans to get information and assistance, ensuring they have a central, accessible point of contact for various VA programs.
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