Organizational Design Consultant

Contact Center Modernization – Organizational Design Consultant

A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.

Role Overview

The Org Design Consultant is responsible for supporting the development of the target organizational design for the modernized contact center, including the design and implementation of future-state organizational structures, governance frameworks, reporting lines, and decision-making rights. The consultant will also contribute to key organization design activities, including clarifying roles, accountabilities, and ownership within the new organizational structure.

Key Responsibilities

• 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 organizational design milestones, from initial assessment through implementation, using key deliverables and performance indicators to measure the transformation's 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.

Required 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