• Own release planning and sprint coordination across internal engineering squads and external contractor teams. • Track cross-team dependencies across a shared engineering pool model — one missed handshake can stall multiple work streams simultaneously. • Own the current KnotchOne platform delivery program — weekly release cadence, maintenance-mode sequencing, and CS-facing incident coordination. • Manage and Track product and architectural milestones as a formal program: what gets supported, what gets ported, what gets rebuilt, and in what order. • Bridge the gap between architecture decisions made at the SVP level and what engineering squads are building day-to-day. • Push back on estimates with technical fluency.

Role Description You will develop and lead the processes needed to improve field quality, strengthen internal service execution, and drive supplier accountability, ensuring that any quality issues are resolved at the root cause to sustain customer trust. Key Responsibilities - Strategic Leadership & Vision - Own the operating framework for warranty and service quality, ensuring it supports a high-quality customer journey. - Establish warranty policies and service quality standards that protect the customer from defects and non-conformances. - Drive alignment across service, engineering, and supply chain to ensure quality issues are resolved holistically. - Warranty & Internal Service Quality - Lead warranty operations and governance, monitoring trends to identify emerging risks to customer satisfaction. - Define and implement service quality standards across field service and commissioning to ensure repair effectiveness and procedural compliance. - Partner with service leadership to improve first-time fix performance and field execution discipline. - Field Quality & Root Cause Resolution - Lead the intake and triage of field quality issues, ensuring that customer-impacting failures are prioritized for immediate resolution. - Drive cross-functional root cause investigations and ensure corrective actions are verified and sustained across the fleet. - Establish evidence requirements and failure documentation standards to support sound technical and commercial conclusions. - Supplier Quality & Cost Recovery - Partner with Supply Chain to drive supplier accountability for defects, ensuring the customer experience is not compromised by component failures. - Develop and manage chargeback processes tied to supplier-caused failures and warranty events. - Translate warranty and quality insights into actionable improvements for future product designs and supplier selections. Qualifications - Required - Bachelor’s degree or equivalent combination of education and experience. - 7+ years of experience in warranty management, service quality, or technical program management. - Experience in root cause analysis and managing cross-functional quality improvement initiatives. - Strong financial acumen related to warranty cost tracking and supplier recovery. - Preferred - Experience in service quality management or customer experience (CX) improvement programs. - Experience in energy storage, automotive, or industrial OEM environments. - Familiarity with supplier quality systems and commercial chargeback governance. Leadership Attributes - Quality-driven advocate for the customer who refuses to accept "symptomatic" fixes for systemic problems. - Highly disciplined leader with a focus on operational excellence and accountability. - Strong communicator capable of managing complex commercial and technical disputes with suppliers. Location & Travel - Flexible Location: This position is remote-friendly (U.S. locations) for candidates with a proven ability to deliver results outside of a traditional office environment. - Significant Travel: This role may require travel to China to interface with manufacturing and engineering teams, as well as extensive travel across the US to collaborate with service partner sites and visit customer installations. Benefits - Immediate medical, dental, vision and prescription drug coverage - Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more - Vehicle discount program for employees and family members and management leases - Tuition assistance - Established and active employee resource groups - Paid time off for individual and team community service - A generous schedule of paid holidays, including the week between Christmas and New Year’s Day - Paid time off and the option to purchase additional vacation time.

Role Description This role is responsible for defining, integrating, and delivering the end-to-end BESS Service Platform, including its architecture, operating model, and execution system. You will operate at the center of a multi-year platform build, ensuring that every technical workstream is anchored in a seamless customer journey and designed to drive industry-leading customer satisfaction. Key Responsibilities - Strategic Leadership & Vision - Define the end-to-end BESS Service Platform structure across all service domains. - Map and define the end-to-end customer journey, from initial lead capture to product commissioning through long-term maintenance and end-of-life support. - Establish the service operating systems needed across the business, including domain ownership, interfaces, and responsibility boundaries. - Ensure alignment with enterprise systems, standards, and operating expectations to provide a unified "one-Ford" customer experience. - Integrated Roadmap & Sequencing - Build and maintain the integrated service platform roadmap across all domains. - Prioritize capability development based on its impact on customer uptime, ease of service, and overall satisfaction. - Align platform milestones with product development, commissioning, and operational readiness timelines. - Drive prioritization across competing demands, ensuring customer-facing features are delivered in lockstep with technical infrastructure. - Cross-Functional Integration & Execution - Lead alignment across engineering, manufacturing, supply chain, IT, and service organizations. - Integrate customer feedback loops and service data into the execution model to drive continuous platform improvement. - Resolve cross-domain dependencies and execution gaps to maintain delivery momentum and prevent customer-facing service disruptions. - Maintain clear visibility into program health, risks, and dependency status for executive leadership. - Governance & Organizational Scaling - Establish program governance, decision forums, execution cadences, and escalation paths. - Develop all customer success metrics, including CSAT (Customer Satisfaction) and Customer Service Index (CSI), system uptime, service response times, and financials as core program KPIs. - Work cross-functionally to help define service organization structure aligned to platform maturity and lifecycle needs. - Identify capability gaps and sequence hiring/organizational development to support platform growth and service excellence. Qualifications - Bachelor’s degree or equivalent combination of education and experience. - 10+ years of experience in technical program management, systems integration, or large-scale operational program delivery. - Experience leading complex, cross-functional programs spanning engineering, operations, and systems domains. - Demonstrated ability to define operating models, governance structures, and execution frameworks. - Strong stakeholder leadership skills with experience influencing senior leadership and cross-functional teams. Requirements - Experience in customer journey mapping, customer success management, or service excellence programs. - Experience in energy systems, industrial platforms, or asset-based service environments. - Experience building or scaling BESS service platforms, operating models, or lifecycle systems. - Familiarity with service operations including field service, warranty, parts, and lifecycle support. - Experience integrating enterprise systems such as ERP, telemetry, and service platforms. Leadership Attributes - Customer-obsessed leader who views technical platform delivery through the lens of the end-user experience. - Visionary strategic thinker able to navigate rapidly evolving global energy storage markets. - Highly organized and structured leader capable of managing complex dependencies in a startup-style environment. - Strong communicator able to bridge the gap between technical engineering requirements and operational customer needs. Location & Travel - Flexible Location: This position is remote-friendly (U.S. locations) for candidates with a proven ability to deliver results outside of a traditional office environment. - Significant Travel: This role may require travel to China to interface with manufacturing and engineering teams, as well as extensive travel across the US to collaborate with service partner sites and visit customer installations. Benefits - Immediate medical, dental, vision and prescription drug coverage. - Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more. - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more. - Vehicle discount program for employees and family members and management leases. - Tuition assistance. - Established and active employee resource groups. - Paid time off for individual and team community service. - A generous schedule of paid holidays, including the week between Christmas and New Year’s Day. - Paid time off and the option to purchase additional vacation time.

Role Description The employee will serve as the Supervisory Social Science Program Specialist, located in the Office of Mental Health and Suicide Prevention, Veterans Crisis Line, Veterans Affair (VA). The VCL is a 24-hour, 7-days-a-week, 365-days-a-year service aimed at connecting callers worldwide to a caring, qualified Veterans Administration employee. The VCL's mission is to provide 24/7, world-class suicide prevention and crisis intervention services to Veterans, Service Members, and their family members. - Supervises Training staff by providing administrative and technical supervision necessary for accomplishing the work of the unit. - Establishes guidelines and performance expectations for staff, clearly communicated through both formal and informal performance management evaluations. - Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed. - Assures that employees are trained or otherwise familiar with duties/responsibilities and Office of Mental Health and Suicide Prevention (OMHSP) policies and procedures. - Assures subordinates are adequately trained to perform their assigned duties, recommending additional training when needed. - Performs supervisory duties within the scope of existing OMHSP policies and within the scope of the negotiated labor contract. - Resolves informal complaints and grievances. - Recommends personnel actions, including disciplinary and performance-based actions. - Makes recommendations for recognition of special contributions and/or superior performance by employees. - Analyzes and evaluates, on a quantitative and qualitative basis, the effectiveness of training programs and initiatives in meeting established goals and objectives. - Continuous oversight of assigned program areas for effectiveness is essential and directly impacts OMHSP organizations in meeting its mission and goals. - Evaluates and analyzes training needs, assigns workload, reviews processes, and assesses functional requirements of all training activities. - Provides guidance and technical direction to staff for accomplishing the work of the unit. - Plans and distributes work, assigns projects/tasks, balances workload, keeps track of the status and progress of work, estimates and reports completion of work, provides instruction and guidance to employees, responds to questions and inquiries, resolves recurring problems and discrepancies, develops basic procedural guidelines, provides on-the-job training, and reviews/evaluates work of subordinate employees. - Performs work related to coordinating and assigning projects for the development and implementation of training courses or course materials. - Coordinates activities associated with significant matters such as tuition assistance, policies, course prerequisites, learning objectives, and training contents. - Provides training advice and guidance in the areas of training course development/design, delivery, evaluation, and modification. - Oversees development work of courses for training programs. - Conducts fact-finding and analyses which contribute to research in a specific field of competence. - Represents the organization at professional and public gatherings, lectures, and panel discussions. - Arranges and moderates seminars and conferences, provides guidance to trainers and learners, and participates in panel discussions. - Participates with a training committee, academic department head, or higher-level instructor in determining specific topics covered by the course. - Performs work associated with the evaluation of courses for training programs. - Plans and conducts studies which evaluate and predict program achievements and student performance, and prepares interpretations of results and recommendations. - Performs work involving review and modification of training courses. - Conducts studies and analyses in functional specialty or subject matter areas. - Analyzes educational or instructional problems or questions involving a functional specialty area of education and training. - Performs other duties as assigned. Work Schedule Tour of duty is typically administrative hours. Flexible schedule may be available after training. VCL has multiple tours that cover our 24/7/365 operations (this does include Holidays). Tour is subject to change based on program needs. Remote This is a remote position. Position Description/PD# Supervisory Social Science Program Specialist/PD06809A Relocation/Recruitment Incentives Not Authorized Critical Skills Incentive (CSI) Not Approved Permanent Change of Station (PCS) Not required Financial Disclosure Report Not required Education Requirements - Transcript Reminder: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. - Transcripts must depict the name of the college to determine accreditation, and your name must also be displayed on the transcripts. - If qualifying based on a degree, or for positions requiring a degree, the transcript must show the date the degree was conferred. - If selected, you must provide official transcripts. - Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/04/2026. - Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. - INDIVIDUAL OCCUPATIONAL REQUIREMENT (IOR): Applicants MUST possess one of the following: - Degree in behavioral or social science; or related disciplines appropriate to the position. - Combination of education and experience that provided the applicant with knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. - Four years of appropriate experience that demonstrated that the applicant has acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. Specialized Experience - Specialized Experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position. - For GS-12, you must have one year of specialized experience equivalent to at least the next lower grade GS-11. - In order to meet the minimum qualifications for this position, you must meet 3/5 of the following examples of specialized experience: - Designing, evaluating, and developing employee development programs, training plans, course methods, materials, and aids. - Coordinating and assigning projects for the development and implementation of training courses or course materials. - Leading or supervising a fast-paced, diverse team by providing administrative and technical supervision necessary for accomplishing the work of the unit. - Experience providing administrative and technical supervision necessary for accomplishing the work of the unit. - Assuring subordinates are adequately trained to perform their assigned duties, recommending additional training when needed. Preferred Experience - Must possess advanced skills in providing feedback and constructive criticism that promotes successful learning and behavioral change. - Developed expertise in the broad functional or specialized area of education and psychological services. Competencies - Managing Human Resources - Project Management - Requirements Analysis