Manager - Quality Mgmt in at BLUE LAKE GOVERNMENT SERVICES LLC

Title: MyVES Manager – Veterans Evaluation Services (VES)

Summary:

Blue Lake is seeking an experienced and highly organized Manager to lead our MyVES team supporting Veterans Evaluation Services (VES). This remote leadership role oversees a small team of MyVES Liaisons responsible for facilitating secure, timely, and professional communication between the Department of Veterans Affairs (VA) and VES. The MyVES Manager plays a critical role in ensuring requests are handled with accuracy, professionalism, and a commitment to exceptional customer service while maintaining compliance with all applicable privacy, security, and operational standards.

The MyVES Manager serves as both a people leader and operational subject matter expert, fostering a culture of accountability, collaboration, continuous improvement, and employee engagement. This role is responsible for developing team members through coaching, mentoring, performance management, and career development while ensuring consistently high levels of customer service. The Manager will establish clear expectations, monitor key performance indicators, identify process improvement opportunities, and drive operational excellence.

Success in this role requires the ability to balance operational priorities while maintaining a strong focus on quality, customer experience, and team development. The MyVES Manager will monitor team performance, ensure all requests are addressed within established turnaround expectations, maintain compliance with data privacy and encryption requirements, produce and analyze operational reports, and collaborate effectively across departments to support Veterans, VA stakeholders and internal business partners.

The ideal candidate possesses exceptional written and verbal communication skills, strong analytical and organizational abilities, and a proven track record of leading customer service or operations teams in a fast-paced, detail-oriented environment. Experience managing escalated customer concerns, leading change initiatives, developing standard operating procedures, and building high-performing remote teams is strongly preferred.

This is a full-time, salaried remote opportunity offering the chance to lead a high-performing team that directly supports services provided to our nation's Veterans and Service Members while contributing to operational excellence and continuous service improvement.

Essential Duties and Responsibilities:

Provide day-to-day leadership, workload management, coaching and performance oversight for a fully remote team operating Monday through Friday, 8:00 AM to 5:00 PM Central TimeEstablish, monitor, and report on team performance metrics, productivity standards, service-level agreements (SLAs), quality goals, and customer service expectationsManage escalated, sensitive and complex external and internal inquiries, ensuring timely and effective resolutionOversee high-volume email correspondence processes and occasional phone calls to ensure team adherence to quality, timeliness, accuracy and professionalism standards Conduct performance reviews, coaching sessions, and corrective action activities as neededFacilitate collaboration with internal stakeholders, cross-functional teams and leadership to resolve inquiries and improve operational efficiencyAnalyze team trends, identify workflow challenges, and implement process improvements to enhance customer service and operational efficiency Develop, maintain, and continuously improve training materials, standard operating procedures, job aids and departmental documentationLead liaison onboarding, training/cross-training, and ongoing professional development initiativesEnsure compliance with all data privacy, security, confidentiality requirementsSupport workforce planning, scheduling, staffing recommendations, and succession planning effortsDrive continuous improvement initiatives and contribute to strategic departmental objectives

Minimum Requirements:

Bachelor's degree and five or more years of relevant professional experience required, or an equivalent combination of education and experience. Minimum of two years of direct people leadership, supervisory, or management experience preferredCandidates must be U.S. Citizens or Green Card holders and reside within the Continental United States. A private home office, reliable internet service with minimum speeds of 20 Mbps, and the ability to work using company-provided equipment are required. Strong proficiency with Microsoft Office applications, reporting tools, and email management systems.Excellent written communication, organizational, problem-solving, and decision-making skills

Preferred Qualifications:

Bachelor’s degree in Business Administration, Healthcare Administration, Communications, Management or a related fieldDemonstrated experience coaching and developing employees in a remote work environmentFamiliarity with VA claims processing, healthcare operations, or regulated environments