Contact Center Modernization – Project Operations Analyst

Fathom Management LLC•Austin, TX

17h•$100,000 - $120,000•Remote

About The Position

A large U.S. federal health agency is executing a nationwide Contact Center Modernization initiative to improve 24/7 virtual access to high-quality healthcare services for Veterans. The Project Operations Analyst provides day-to-day program operations and coordination support for a VA contact center modernization engagement. This role is critical to keeping the program organized, on track, and execution-ready, with a strong focus on project plan maintenance, RAID tracking, governance documentation, and collaboration tools such as Microsoft Teams and SharePoint. This position is ideal for a detail-oriented analyst who excels in program coordination, communication, and execution support within complex federal initiatives. Why This Role Matters The Project Operations Analyst plays a foundational role in the success of a high-visibility federal healthcare modernization program. By ensuring project plans, governance artifacts, and collaboration tools remain accurate and up to date, this role helps enable on-time delivery, effective decision-making, and smooth coordination across a complex, multi-workstream environment.

Requirements

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

Nice To Haves

Experience supporting a Program Operations team or PMO
Experience supporting federal healthcare clients, particularly VA or DoD
Experience with clinical contact center operations or healthcare workflows
Experience supporting large-scale organizational transformation initiatives

Responsibilities

Maintain and update the master program project plan on a regular cadence, including tasks, dependencies, milestones, baselines, and publish-ready views
Track activities, deadlines, and milestones, proactively flagging slippage, missing inputs, and upcoming due dates
Support action item tracking, including capture, ownership, due dates, follow-ups, and closure confirmation
Maintain and update the RAID (Risks, Assumptions, Issues, Dependencies) log in coordination with workstream owners and project leadership
Capture and publish meeting notes/minutes with clear documentation of decisions, action items, owners, and next steps
Support governance documentation and ensure alignment with the approved project plan
Draft and edit program communications, including status requests, reminders, and follow-ups, with strong business writing quality
Manage and organize Microsoft Teams and SharePoint sites, ensuring proper document hygiene, version control, folder structure, and template usage
Maintain program documentation and deliverables, ensuring materials are current, accessible, and consistently formatted