Manager - Quality Mgmt

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: 

Minimum Requirements: 

Preferred Qualifications: