VCS - Optical Program Manager

Summary

The Veterans Canteen Service (VCS) is seeking an experienced and motivated Optical Program Manager to lead operations, optimize customer experience, develop and implement standardized policies, and ensure compliance with industry best practices. This position serves as the primary liaison among clinical partners, optical fabricators, and VA stakeholders, maintaining high standards of service delivery to Veterans. In this position, you will report to the Chief Services Officer.

Duties

Duties include, but are not limited to the following: - Lead Optical Program Operations: Drive the overall performance of the Optical Program by ensuring efficient operations, quality services, regulatory compliance, and exceptional customer experience across medical centers and outpatient clinics. - Develop Standards & Improve Processes: Develop and implement operational policies, workflows, and performance standards. Identify opportunities to improve processes, expand services, and enhance the value provided to Veterans. - Build Strategic Partnerships: Serve as a key liaison with medical center eye clinics, regional and facility leadership, employees, eyeglass fabricators, and other external partners to strengthen collaboration and support program success. - Manage Service Quality & Performance: Oversee onsite and remote optician services, monitor program performance, address operational challenges and customer concerns, and establish clear expectations to ensure consistent, high-quality service. - Support Staffing & Employee Development: Assist with recruiting, hiring, onboarding, training, and performance management for opticians and support staff. Evaluate staffing needs and adjust resources to meet changing service demands. - Drive Business Growth & Innovation: Analyze market trends, sales performance, product offerings, and pricing strategies to identify growth opportunities. Collaborate with brand and communications teams, evaluate industry partnerships and emerging technologies, and conduct onsite reviews and training to strengthen program performance. Requirements

As a Condition of Employment for accepting this position, you will be required to serve a 1-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: - Your performance and conduct - The needs and interests of the agency - Whether your continued employment would advance organizational goals of the agency or the Government - Whether your continued employment would advance the efficiency of the Federal service Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Additional Conditions of Employment include: -Selective Service Registration is required for males born after 12/31/1959. -Subject to background/security investigation. Qualifications

Optical Industry Knowledge: Knowledge of current optical industry practices, products, lens fabrication, optician workflows, trends, and techniques, including commercial and government environments. Business & Operational Leadership: Demonstrated business acumen and experience managing complex operations, with the ability to apply sound judgment, creativity, and strategic thinking to achieve organizational goals. Program & Project Management: Ability to plan, develop, coordinate, implement, and evaluate multiple programs, projects, and initiatives while managing competing priorities and changing business needs. Data Analysis & Decision-Making: Ability to gather, analyze, and summarize information to identify trends, evaluate performance, support business decisions, and prepare comprehensive reports and recommendations. Communication & Collaboration: Strong interpersonal and communication skills with the ability to build effective relationships and collaborate with clinical and non-clinical stakeholders, employees, leadership, and external partners at all levels. Customer-Focused Problem Solving: Demonstrated commitment to customer service with a proactive approach to identifying and resolving operational challenges, improving service delivery, and enhancing the customer experience. Experience working in healthcare or medical center environments is preferred.

Education

Education Requirement: High school diploma or General Equivalency Diploma (GED) required. How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.NOTE: A formal pay-setting process will be used to determine your salary. The salary may be at any point in the range listed for this vacancy. 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; religions; 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.