Contact Center Modernization – Program Operations Analyst

Fathom Management LLC•Austin, TX

1d•$100,000 - $120,000•Remote

About The Position

Fathom Management, Inc. is seeking a Program Operations Analyst to provide day-to-day operational support for a VA Contact Center Modernization initiative supporting a major U.S. health agency. This program is focused on improving 24/7 virtual access to high-quality care through enterprise contact center modernization. The Program Operations Analyst plays a critical role in maintaining program momentum by supporting project planning, governance, task tracking, and collaboration management. This role ensures operational rigor, documentation quality, and visibility across workstreams in a fast-paced federal environment.

Requirements

3+ years of professional experience, preferably supporting healthcare, contact center, or technology modernization projects.
1+ year of experience working in or supporting Federal Government programs.
Demonstrated ability to work and communicate effectively with diverse stakeholders, including face-to-face and virtual engagement.
Experience maintaining project plans and schedules using tools such as Microsoft Project or Excel, as well as collaboration platforms including Microsoft Teams and SharePoint.
Excellent communication, task tracking, meeting documentation, and business writing skills, with strong attention to detail.
Ability to adapt quickly and perform effectively in a fast-paced, deadline-driven environment.
Proficiency with Microsoft Word, PowerPoint, and Outlook.
Bachelor's degree in Business, Healthcare Administration, Information Systems, or a related field.
U.S. Citizenship required, with the ability and willingness to obtain a U.S. Public Trust clearance.

Nice To Haves

Experience supporting a Program Operations team or Project Management Office (PMO).
Experience supporting federal healthcare clients, particularly the Department of Veterans Affairs (VA) or Department of Defense (DoD).
Familiarity with clinical contact center operations and healthcare delivery workflows.
Experience supporting large-scale organizational transformation or modernization initiatives.

Responsibilities

Maintain and update the program project plan on a regular cadence, including task updates, dependencies, milestones, baseline hygiene, and publish-ready views.
Support maintenance of the RAID log (Risks, Assumptions, Issues, Dependencies) by coordinating updates with workstream owners and project leadership in alignment with the project plan.
Track activities, deadlines, and milestones; proactively identify and flag schedule slippage, missing inputs, and upcoming deliverables.
Manage action item tracking, including capture, assignment, due dates, follow-ups, and closure confirmation.
Capture, draft, and publish meeting notes and minutes with clear documentation of decisions, actions, and next steps.
Draft and edit program communications, including status requests, follow-ups, reminders, and coordination messages, using strong business writing standards.
Manage and organize the program's Microsoft Teams and SharePoint environments, including folder structure, document hygiene, version control, and use of provided templates.
Maintain program documentation to ensure key deliverables and artifacts are current, accessible, and consistently formatted across the engagement.