Program Operations Analyst

Contact Center Modernization – Program Operations Analyst

Pay Rate: $105,000 - $120,000 with full benefits

A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.

Role Overview

The Program 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.
• 1+ 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.

Additional Information

• Number of Openings: One (Full-Time)
• Clearance Requirements: Position of Trust (or ability to obtain)
• Location: Remote