Project Manager Veterans Experience Office

Location: Washington, DC

ERPi is currently seeking a full-time Project Manager with the Veterans Experience Office to provide onsite support at our Washington, DC site.

The Role:
As part of the administration’s effort to modernize VA’s culture, processes, and capabilities, VA created the VEO with the mission of building trusted, lifelong relationships with Veterans, their families and supporters. This new office, in close coordination with VA’s Administrations and staff offices, strives to make every contact Veterans and their families have with VA predictable, consistent, and easy, whether in-person, by phone, online or by postal mail. VEO has three primary roles Representing the voice and perspective of Veterans and their families in VA departmental governance. Clearly articulating the needs of VA customers and ensuring VA resources are allocated on the basis of the best return to meet those customer needs. Working to integrate and coordinate VA resources across physical and virtual interactions with Veterans to ensure delivery of excellent healthcare and benefit experiences.Designing, implementing, and managing a portfolio of enterprise level, customer-centric projects that will simplify customers’ interactions with VA and help Veterans understand and access care and services provided by VA and their local communities. Supporting VA “mission owners”—those leaders responsible for delivering, day-in and day-out, VA care, services, products to Veterans—in meeting their goals for improving customer experience. The Project Manager is responsible for managing the activities of ~14 FTEs including human-centered design specialists, program analysts, and functional requirements analysts; as well as coordinating the activities of an additional 3 government FTEs. The PM shall lead the following activities:
  • Project Managing strategic timelines and operational project plans, in coordination with the EM&PI Director, the ERPi Program Manager, and other key VA stakeholders.
  • EM&PI Program Support will lead development, implementation, and sustainment of the internal strategic and tactical operations of the program office, including development and execution of: stakeholder engagement strategies, stakeholder interviews, business process assessments
  • Enterprise Communications Management will lead coordination with VA leadership at the line of business level to develop program advocates, garnering support for project-level tasks, and informing senior leadership of program status; will support inputs and briefing at Secretary-level.
  • Stakeholder Engagement will lead engagement strategy development and implementation/execution; will conduct stakeholder interviews, collaborative design sessions, and other information gathering forums to define ‘as-is’ and ‘to-be’ states
  • Business Process Analysis will lead strategy development and implementation/execution of identifying and understanding relevant VA business processes; will leverage functional expertise and stakeholder engagements as inputs to develop recommended process improvements. Must leverage LSS / Baldrige or other equivalent best practices
  • Human-centered Design Support – will support HCD specialists to plan, execute, and translate HCD customer activities into program and functional next steps, including synthesizing technical requirements to support findings of HCD analysis.
  • Data Analysis Coordination – will support the data analysis to validate their findings through engagement with stakeholders, staff, and leadership; will coordinate with data SMEs to translate business needs to data-related requirements
  • Performs tasks requiring delivery of analysis and advice for management regarding the evaluation of the effectiveness and efficiency of large scale programs and operations.
  • Tasks may include conducting organization studies that specifically assess and analyze current organization states and management systems;
  • Performing gap analyses of differences between current and targeted states; documenting and delivering findings and recommendations; and conducting surveys
  • Focus groups, and other accepted techniques for data collection in support of organization studies that specifically assess and analyze current organization states and management systems.
  • Enabling VA to better understand the customer experience
  • Collecting national customer experience data
  • Identifying performance gaps and improvement opportunities that support agency goals
  • Report actionable insights across VA
  • Coordinate pilot and scaling of national performance improvements

Required Skills and Experience:
  • Advanced degree in a program management discipline (i.e., business administration, organization behavior, management, operations research etc.) plus 8 years of related experience
  • Experience leading highly-visible federal projects, including political acumen and stakeholder management skills
  • Experience in software development lifecycle (SDLC), including functional business requirements support
  • Familiarity with human-centered design principles
  • Experience in managing the development of professional presentation of customer experience concepts
Clearance: Public Trust
ERPi, a Service-Disabled Veteran Owned Small Business (SVDOSB) specializing in management consulting for the federal government (  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.   ERPi’s compensation and benefits plan are designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, awards to recognize exceptional performance immediately, customized health plans, and charitable donation matching, in addition to competitive base salaries.
EEO Statement:
It has been and will continue to be a fundamental policy of ERPi not to discriminate on the basis of race, color, religion, sex, gender, sexual orientation, gender identity or expression, pregnancy, parental status, marital status, citizenship, national origin, age, disability, genetic information, military status, veteran status, or any other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.
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