• Management of corporate operations projects, ad hoc program support needs, and strategic initiatives • Utilization of standard program management methods to manage the scope, schedule, and budget of assigned projects • Documentation of project plans and other standard project artifacts • Collaboration with internal support organizations and program leaders to create business efficiencies • Interface with clients in determining project scope, requirements, and project status reporting • Ability to organize resources for solving of complex problems • Management and coordination of assigned resources • Support program leaders and associated internal support teams through partnership on deployment of sales technology • Partner with Sales Leadership to identify and enhance processes, systems, and frameworks • Coordinate with dedicated sales operations and enablement resources to build division-wide best practices • Evaluate and guide key priorities using observation, analysis, and best practices • Establish operational excellence by engaging, assessing, planning, and executing on key initiatives outlined and established by operations and enablement org, program management, and Senior Leadership • Gather, develop, and rollout attainment and execution trends and best practices • Demonstrate the ability to communicate effectively to MarketStar leadership, including Executive leadership, and MarketStar client contacts • Collaborate with MarketStar support teams to provide effective, efficient, and cohesive solutions to business problems • Effectively identifying and focusing on strategic projects while communication expectations to stakeholders • Methodical, analytical, and comprehensive when approaching problems and proposing actionable solutions • Perform other related duties as assigned

Role Description The employee will serve as the Program Specialist, located in the Employee Experience Team of the Veterans Crisis Line (VCL), 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. The incumbent will be responsible for the time and leave administration of VCL employees. The incumbent will plan, coordinate, execute, maintain, and evaluate the VCL call center staff levels to ensure that a smooth flow of quality health care services is being provided promptly, courteously, and with a compassionate understanding of Veterans' needs and the needs of those responsible for their care. The work performed by the incumbent will directly influence decisions made by managers concerning internal administrative operations and improve the quality of services to customers and staff. The work will also involve identifying problems and making recommendations concerning the efficiency and productivity of administrative operations throughout VCL. Additional duties include but are not limited to: - Maintains staffing levels and master schedules to ensure adequate coverage. - Tracks and certifies all forms of employee leave requests and maintains tour of duty updates. - Coordinates tour of duty change requests, leave requests, etc. in accordance with approved policy. - Tracks and implements employee training, organizes new employee orientations and training shifts for all employees, and creates and reviews travel schedules for employees. - Investigates and resolves employee relations issues such as no shows in accordance with approved policy, time/leave/pay/repayment/overtime issues, etc. - Coordinates with employees on long term absences including annual and sick leave scheduling. - Refers employees to Employee Assistance Program (EAP) as needed and provides support to employees with sensitive time and leave related concerns. - Maintains responsibility for scheduling employees on 20 different shifts and 30 plus start times across call centers. - Ensures coverage needs are addressed to maintain staffing needs and escalates concerns to supervisory and management staff. - Organizes and submits all planned leave requests to Team Operations (TOC) and/or time and leave supervisor for approval. - Coordinates with Workflow Coordinators and Workforce Management (WM) regarding staffing. WM provides all staffing data to use in the forecasting for work schedules for VCL. - Provides trend analysis to supervisors, TOCs, and management on leave misuse and unplanned leave. - Maintains and manages the VCL time and leave inbox groups and associated correspondence by reviewing and resolving issues. - Communicates with Human Resources groups and VCL management regarding employee staffing, transfer, part-time, and job share status. - Any other duties as assigned by the Time and Leave Supervisor Program Specialist. Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/01/2026. - Grade Requirement: For CTAP eligibility, an applicant's selection priority applies when the vacancy: - (1) is at a grade or pay level with a representative rate no higher than the representative rate of the grade or pay level of the CTAP eligible's permanent position of record; - (2) has no greater promotion potential than the CTAP eligible's permanent position of record; - (3) is in the same local commuting area as the CTAP eligible's permanent position of record; - (4) is filled during the CTAP eligible's eligibility period; - (5) is filled under the same excepted appointing authority as the CTAP eligible's permanent position of record if the CTAP eligible is an excepted service employee and the agency CTAP provides selection priority in the excepted service. - You may qualify based on your experience and/or education as described below: - Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-9) in the normal line of progression for the occupation in the organization. In order to meet the minimum qualifications for this position, you must meet 2/3 of the following examples of specialized experience: - operating and providing technical guidance on VATAS, ESR, VSS Pro, and other timekeeping/scheduling systems; - tracking and administering leave programs and ensuring compliance with agency policies; - tracking, implementing, and resolving time and leave discrepancies, pay issues, overtime issues, and repayment issues. - OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M. if related, in a field that is directly related to the work of this position that demonstrate the knowledge, skills, and abilities necessary to do the work. - OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and graduate level education (beyond the first 2 years) in a field that is directly related to the work of this position that demonstrate the knowledge, skills, and abilities necessary to do the work equivalent to the total requirement of this position (e.g., 6 months of specialized experience and 1 year of post masters degree graduate 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. Transcripts should state degree conferred and have a date. Copies of official transcripts are accepted and are the best way to ensure your education is interpreted correctly in accordance with OPM qualification standards. Unofficial transcripts are accepted if they contain all the required information. - Note: 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. - If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. Benefits - Relocation/Recruitment Incentives: Not Authorized - Critical Skills Incentive (CSI): Not Approved - Permanent Change of Station (PCS): Not required - Financial Disclosure Report: Not required - This is a bargaining unit position

• Lead and manage multiple technical projects across the School IT Services portfolio, ensuring timely, high-quality delivery aligned to school-calendar windows (start-of-year readiness, mid-year transitions, spring testing, and year-end transition). • Develop comprehensive project plans, including scope, schedule, resources, risks, dependencies, and milestones; partner with the Lead of School IT Services and Product Manager to translate roadmap into executable delivery plans. • Identify and mitigate program risks, resolve issues, and surface tradeoffs to stakeholders to keep delivery on track. • Ensure alignment of program and project goals with broader business objectives and strategic priorities. • Operate as the project management partner in the School IT Services 4-in-the-box pod (TPM, Product Manager, Lead of School IT Services, and GTM), driving operating cadence, decision-making, and accountability across the four functions. • Collaborate with engineering, IT operations, security, service delivery, and customer success teams to align on requirements, capacity, dependencies, and release windows. • Foster cross-team collaboration, open communication, and knowledge sharing to address dependencies and improve overall delivery efficiency. • Support the management of external vendors as needed to ensure their contributions align with program goals, timelines, and quality standards. • Communicate program status, progress, risks, and outcomes to stakeholders—including senior leadership, school leaders, and internal cross-functional partners—in a clear and concise manner. • Partner with the Lead of School IT Services, Product Manager, and GTM to support release readiness, including launch communications, training enablement, and adoption tracking, so changes land well in schools. • Establish and maintain feedback loops with schools and internal partners that feed continuous improvement. • Facilitate effective team collaboration and communication, fostering a culture of transparency and accountability. • Drive continuous improvement in project management processes, intake, prioritization, and delivery methodologies. • Establish and maintain the 4IAB operating cadence. • Maintain delivery artifacts (project plans, risk log, dashboards, status reports) that provide a single source of truth across the 4IAB and for executive stakeholders.

• Lead and deliver mission‑critical, AI‑centric programs with significant technical complexity, cross‑portfolio dependencies, and organizational visibility, owning outcomes end‑to‑end from planning through execution. • Develop, maintain, and execute integrated program plans that translate AI product and platform strategy into clear milestones, timelines, and success metrics across research, development, deployment, and operationalization. • Drive execution across multiple, interdependent workstreams, ensuring timely delivery, quality outcomes, and alignment with business objectives in highly ambiguous environments. • Identify, assess, and mitigate program‑level risks and issues related to AI development, including data readiness, model performance, integration challenges, scalability, compliance, and ethical considerations. • Serve as the primary point of accountability for AI program outcomes, proactively removing blockers and facilitating effective cross‑team collaboration to manage dependencies. • Act as the program management authority for AI programs, demonstrating fluency in AI/ML lifecycles (including experimentation, model iteration, and production support) and partnering closely with engineering, data science, product, learning science, security, legal, and operations teams. • Support discovery and delivery alignment by ensuring experimentation, validation, and iteration are reflected appropriately in program plans and timelines. • Apply appropriate Agile, Scrum, Kanban, and hybrid delivery methodologies to AI initiatives where experimentation, iteration, and discovery are core to success. • Manage program budgets, resources, and external vendors as needed to ensure cost‑effective and reliable delivery of AI initiatives. • Communicate program status, progress, risks, and trade‑offs clearly and concisely to senior stakeholders, enabling informed decision‑making and alignment. • Influence without authority across organizations to align teams with differing priorities around shared AI program goals. • Mentor and coach Technical/Product Program Managers, and contribute to the continuous improvement of AI program management standards, best practices, tools, and reporting mechanisms across the organization.