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 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.

Key Responsibilities

Program & Project Operations

• 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

Risk, Issue & Governance Support

• 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

Communication & Collaboration

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

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