Contact Center Modernization – Strategy Consultant

Fathom Management LLC•Austin, TX

21h•$150,000 - $170,000•Remote

About The Position

A large U.S. federal health agency is undertaking a nationwide contact center modernization initiative to improve 24/7 virtual access to high-quality healthcare services. This transformation effort focuses on enhancing clinical call center operations, digital access, and patient experience at scale. The Strategy Consultant will play a critical role in supporting the development and execution of enterprise-level transformation strategies, working across business, clinical, and IT domains. This role is ideal for a consultant who excels at turning complex data and process insights into clear, actionable strategy and executive-ready deliverables. Why This Role Matters This is a high-impact opportunity to contribute to a mission-critical federal healthcare modernization effort that directly improves patient access, care delivery, and operational efficiency nationwide. The Strategy Consultant will help shape how modern, virtual-first healthcare services are delivered at scale.

Requirements

5+ years of experience in management consulting, strategy, or analytics, supporting complex initiatives or workstreams
3+ years of experience supporting large-scale organizational transformation strategies
1+ year of experience working in or with the Federal Government
3+ years of experience working directly with diverse stakeholders, including face-to-face client engagement
Excellent written and verbal communication skills, including experience producing executive-level deliverables
Strong project management, organizational, and coordination skills
Ability to adapt quickly and excel in fast-paced, ambiguous environments
Proficiency with Microsoft Word, PowerPoint, and Excel
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 large-scale change initiatives or technology implementations
Familiarity with contact center operations, workflows, and performance metrics
Experience supporting federal healthcare clients, particularly VA or DoD
Familiarity with contact center analytics platforms and healthcare quality metrics
Experience with federal healthcare operations and clinical workflows
Professional certifications in strategy, analytics, or project management (e.g., PMP, Balanced Scorecard)

Responsibilities

Support the development and execution of strategic initiatives for large-scale clinical contact center transformation programs
Derive strategic insights from business process reengineering (BPR) activities to inform operating model design, implementation sequencing, and transformation roadmaps
Contribute to the creation of an integrated roadmap and workplan, identifying milestones, dependencies, risks, and delivery impacts
Prepare briefing materials, executive presentations, and leadership communications to ensure alignment across stakeholders
Develop, format, and refine client-facing materials for workshops, working sessions, and executive reviews
Coordinate dissemination of key messages, updates, and deliverables across workstreams to ensure consistency and clarity
Act as a liaison across cross-functional teams, ensuring strategy alignment and transparency
Facilitate and support weekly meetings with cross-functional teams to capture inputs and track progress
Gather and analyze data across business, clinical, and IT workstreams to generate actionable insights
Support program management activities, including tracking milestones, risks, and dependencies
Ensure project activities remain aligned with overall modernization goals and healthcare quality objectives