Job Listing
Social Worker- Customer Experience Manager
Veterans Health Administration · Posted 47 days ago
On-site Hampton, VA $104K – $135K Apply by May 26, 2026 Social Work ENFJESFJINFJINFP Customer Success
Apply for this job → About the Role
Serve as the Customer Experience Manager (CMS), coordinating customer service and Employee Engagement programs for the medical center. Lead planning, directing, and evaluating initiatives to enhance patient and employee satisfaction. Resolve complex service issues, participate in executive level decisions, and build effective partnerships with internal and external stakeholders to drive continuous improvements.
What You'll Do
- →Major duties include, but are not limited to: Develop, implement, and manage the Customer Experience Program in accordance with VA and local facility customer service program initiatives.
- →Utilize advanced qualitative and quantitative methods to assess and improve program effectiveness and complex management processes.
- →Plan, organize, and direct team studies; negotiate with management to secure acceptance of recommendations involving significant agency resources.
- →Oversee departmental operations, provide direct support to functions impacting patients, employees, stakeholders, visitors, and customers.
- →Adapt analytical techniques and evaluation criteria to measure and enhance program effectiveness and organizational productivity.
- →Demonstrate expert interpersonal, oral, and written communication skills across all organizational levels and diverse backgrounds.
- →Use a wide variety of computer software applications (Word, Excel, PowerPoint, Outlook, Access, and databases) to extract, organize, and analyze data.
- →Foster a positive relationship between employee engagement and patient experience, driving continuous improvement.
- →Supervise, plan, and coordinate staffing and workloads for patient advocates and customer service team members.
- →Review work of subordinates; resolve work-related issues and ensure compliance with performance measures.
- →Analyze and evaluate professional and technical competency of assigned staff; recommend selections for subordinate positions.
- →Address group grievances and minor disciplinary actions; recommend resolution of complex complaints to appropriate areas.
- →Conduct interviews, identify developmental and training needs, and provide or arrange necessary training for staff.
- →Develop strategies to improve workflow efficiency and effectiveness within designated work areas.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job.
- ✓All applicants tentatively selected for VA employment in a testing designated 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.
- ✓Selective Service Registration is required for males born after 12/31/1959.
- ✓Must be proficient in written and spoken English.
- ✓Subject to background/security investigation.
- ✓Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Must pass pre-employment physical examination.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- ✓Complete all application requirements detailed in the "Required Documents" section of this announcement.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
Personality Fit
Job ID: 432bcd60-de26-40e5-a1f9-92cb0b024dc1
Posted via USAJobs