Fathom Management LLC

Compensation

Full Description

Contact Center Modernization – Program Operations AnalystLocation: RemoteEmployment Type: Full-TimeClearance Requirement: U.S. Public Trust (or ability to obtain)Salary Range: $100,000 – $120,000Role Overview 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. Key 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. Required Qualifications • 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. Preferred Qualifications • 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. Benefits Overview Full-time employees are offered a comprehensive and competitive benefits package, including: • Paid vacation, sick leave, and holidays • Medical, dental, and vision health insurance • Life insurance coverage • Short- and long-term disability insurance • 401(k) retirement plan with company match and immediate vesting • Military leave • Training and professional development opportunities • Tuition reimbursement • Employee wellness program • Commuter benefits • And more Equal Employment Opportunity (EEO) Statement Fathom Management, Inc. is committed to providing equal employment opportunities to all employees and applicants. All employment decisions-including recruiting, hiring, training, promotion, compensation, benefits, and termination-are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.