Contact Center Modernization – Project Operations Analyst

Contact Center Modernization – Project Operations Analyst Remote (U.S.) Federal Health Agency (VA) | Nationwide Contact Center Modernization Program Full-Time | 1 Opening Salary Range: $100,000 – $120,000 (based on experience) Public Trust Clearance (or ability to obtain) | U.S. Citizenship Required Role Overview The Project Operations Analyst will provide day-to-day program operations support for a VA Contact Center Modernization engagement. This role focuses on maintaining the program's project plan, tracking activities and deadlines, supporting governance documentation (notes, action items), and managing collaboration artifacts in Microsoft Teams/SharePoint.

Key Responsibilities

• Maintain and update the program project plan on a regular cadence (e.g., task updates, dependencies, milestones, baseline hygiene, publish-ready views).
• Support maintenance of the RAID (Risks, Assumptions, Issues, Dependencies) log by coordinating inputs and updates with workstream owners and project management leadership in line with the project plan.
• Track activities, deadlines, and milestones; proactively flag slippage, missing inputs, and upcoming due dates.
• Support action item tracking (capture, owners, due dates, follow-ups, closure confirmation).
• Capture and publish meeting notes/minutes with clear decisions, actions, and next steps.
• Draft and edit program communications as required (status asks, follow-ups, reminders) with strong business writing quality.
• Manage and organize the program's Microsoft Teams site and associated SharePoint artifacts (folders, document hygiene, versioning conventions, templates as provided).
• Maintain program documentation and ensure key deliverables/artifacts are current, accessible, and consistently formatted.

Required Qualifications

• 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects.
• 1+ years of prior work experience in or with the Federal Government.
• 3+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face.
• Demonstrated experience with scheduling tools such as Microsoft Project or Excel tailored to project plan maintenance as well as Microsoft Teams/SharePoint.
• Excellent communication, task tracking, business writing, and meeting minute skills, with a keen attention to detail.
• Ability to quickly adapt and excel in a fast-paced environment.
• Experience working with Microsoft Word, PowerPoint, and Outlook.
• Minimum of a Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field.
• Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Preferred Qualifications

• Experience supporting a program operations team or PMO.
• Experience supporting federal healthcare clients, particularly the VA or DoD.
• Experience with clinical contact center operations and healthcare workflows.
• Experience supporting large-scale organizational transformation 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. Apply tot his job Apply To this Job