User Support Program Manager

The VCF Team is engaging in a Transformation effort to optimize the processes and systems that support the 9/11 victims’ injury and loss claims. The VCF Transformation Project (“VTP”) will result in the implementation of a new operating model/organizational design, updates to policies and procedures, redesigned processes, and the implementation of a new claims processing system, called myVCF. The Training and Communications team will support each of these Transformation components.  

The VCF Transformation Project (VTP) is seeking sources for the design, development, and delivery of training for internal and external audiences, with a focus on substantive training for the VCF staff on policies and processes that cover the full end-to-end claims lifecycle.  

Additional services include design and development of internal and external communications collateral and messaging, in alignment with VCF standards. The VCF Transformation Readiness Team will provide necessary direction and content to inform these communication products.  

Staffing Plan 

Based on the planning work to date, the VCF suggests the following staffing plan for the Transformation Training and Communications team: 

Contractor Program Manager / Training Lead – User Support Program Manager 

• Ability to design and develop comprehensive training approach, curriculum, and materials, including manuals, tutorials, and e-learning modules
• Minimum of 5 years’ experience developing training for clients; and at least 3 years’ supervising a team providing such support
• Strong leadership skills to manage and guide the training team, coordinate overall schedule and activities with the VCF Transformation Readiness Team Lead, and communicate updates to VCF leadership
• Ability to manage multiple concurrent training workstreams, ensuring quality, on-time deliverables
• Ability to develop training strategies and goals that align to the organization’s mission
• Excellent verbal and written communication skills to convey complex information clearly
• Familiarity with adult learning principles
• Ability to work effectively across teams and other stakeholders, including Federal staff, other contractors, and external stakeholders 
• Bachelor’s degree in a relevant field required
• Minimum of 7 years’ experience managing training and communications and teams and schedules to achieve successful outcomes; and at least 3 year’ supervising a team providing such support
• Experience with Salesforce preferred
• Must have experience using Adobe Captivate for training development

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