Deputy Chief of Customer Experience

Title: Deputy Chief of Customer Experience

State Role Title: Gen Admin Manager III

Hiring Range: Up to $185,000

Pay Band: 7

Agency: VA Information Tech Agency

Location: VA Information Technologies

Agency Website: www.vita.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as the Deputy Chief of Customer Experience with the Customer Experience Office.

VITA’s Customer Experience Office drives strategic initiatives, fosters collaboration, and leverages innovation to enhance service delivery and operational efficiency across state agencies.

The Deputy Chief of Customer Experience leads the execution of strategic initiatives and delivers solutions to streamline government service delivery.

This role spearheads the development and operationalization of the Project Management Center of Excellence, enabling the Commonwealth to adopt best-in-class project management practices, drive organizational transformation, and ensure the success of high-priority, high-risk initiatives. As a key strategic advisor to the Chief of Customer Experience, the Deputy plays a critical role in fostering a culture of continuous improvement, operational excellence, and accountability.

At VITA, we are driven by our mission to deliver sustainable and effective results through innovative, efficient, and secure services. Our vision is to be Virginia's most customer-focused technology partner, dedicated to empowering the Commonwealth by connecting, protecting, and innovating.

Be a part of our transformative journey. Apply now and contribute to shaping the future of technology in Virginia!

Minimum Qualifications

IT Leadership experience managing large, diverse teams (25 staff) in a high-performance and multi-stakeholder environment.

Proven experience overseeing enterprise-level, complex projects, programs, and services, with an understanding of complex IT services and solutions using one of the public clouds (AWS, Azure, Oracle Cloud, Google).

Strategic thinking skills with proven strategy development experience.

Strong business acumen; with progressive organizational leadership experience.

Exceptional communication skills, both verbal and written.

Budget Planning and Development for large organizations.

Technical strategy development.

Additional Considerations

Experience in the State or Federal government as an employee, contractor, or vendor.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

This position is eligible for one (1) day telework.

Applicants must consent to a fingerprint background check.

State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to “Your Application” in your PageUp account to check the status of your application for this position. The decision to interview an applicant is based on the information provided in the application and/or resume.

Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.

VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.

Contact Information

Name: VITA Human Resources

Email: VITAhr@vita.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.