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Role Description

The Org Design Consultant is responsible for supporting the development of the target org design for the modernized contact center, supporting the design and implementation of future-state organizational structures, governance frameworks, reporting lines, and decision-rights.

• Lead the development and documentation of current and target-state organizational structures, ensuring comprehensive org charts, roles/responsibilities matrices, and governance models.
• Synthesize and communicate insights from org design activities, including workforce mapping, gap analysis, and structure optimization, through presentations, status reports, and analysis delivered to VA leadership and project collaborators.
• Guide decision-making to achieve alignment on future-state org design among diverse stakeholders, facilitating consensus on new structures, reporting relationships, and team functions.
• Ensure all technology and workforce enablement initiatives are directly integrated with, and supportive of, the future-state organizational design and capability needs.
• Track and report progress on org design milestones, from initial assessment through implementation, using key deliverables and performance indicators to measure transformation impact.
• Integrate and synchronize organization design efforts across related contact center consolidation and modernization workstreams, maintaining a unified vision for VA’s future-state organizational structure.

Qualifications

• 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects.
• 1+ years of prior work experience in or with the Federal Government.
• 1+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face.
• Demonstrated experience in business process analysis, workflow mapping, and requirements documentation.
• Understanding of contact center operations, technologies, and best practices.
• Excellent communication, facilitation, and stakeholder management skills.
• Proficiency with business analysis tools (e.g., Visio, Excel, JIRA, Confluence).
• Ability to quickly adapt and excel in a fast-paced environment.
• Experience working with Microsoft Word, PowerPoint, and Excel.
• Minimum of a Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field.
• Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Preferred Qualifications

• Experience supporting operating model design, org structure definition, or organizational transformation initiatives is preferred.
• Experience supporting federal healthcare clients, particularly the VA or DoD.
• Experience with clinical contact center operations and healthcare workflows.
• Experience supporting large-scale organizational transformation initiatives.

Additional Information

• Number of Openings: One (Full-Time)
• Clearance Requirements: Position of Trust (or ability to obtain)
• Location: Remote