[Hiring] Manager - Quality Management @BLUE LAKE GOVERNMENT SERVICES LLC

Role Description

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.
• Establishing clear expectations and monitoring key performance indicators.
• Identifying process improvement opportunities and driving 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 and ensure all requests are addressed within established turnaround expectations.
• Maintain compliance with data privacy and encryption requirements.
• Produce and analyze operational reports.
• 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.

Qualifications

• 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 preferred.
• Candidates 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.

Requirements

• 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 Time.
• Establish, monitor, and report on team performance metrics, productivity standards, service-level agreements (SLAs), quality goals, and customer service expectations.
• Manage escalated, sensitive, and complex external and internal inquiries, ensuring timely and effective resolution.
• Oversee 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 needed.
• Facilitate collaboration with internal stakeholders, cross-functional teams, and leadership to resolve inquiries and improve operational efficiency.
• Analyze 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 documentation.
• Lead liaison onboarding, training/cross-training, and ongoing professional development initiatives.
• Ensure compliance with all data privacy, security, and confidentiality requirements.
• Support workforce planning, scheduling, staffing recommendations, and succession planning efforts.
• Drive continuous improvement initiatives and contribute to strategic departmental objectives.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Communications, Management, or a related field.
• Demonstrated experience coaching and developing employees in a remote work environment.
• Familiarity with VA claims processing, healthcare operations, or regulated environments.