Contact Center Modernization – Strategy Consultant at Fathom Management LLC

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

170000.0

Posted On

28 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategy Development, Transformation Strategy, Operating Model Design, Roadmap Creation, Executive Communications, Stakeholder Engagement, Program Coordination, Data Analysis, Business Process Reengineering, Risk Management, Client Engagement, Project Management, Verbal Communication, Written Communication, Microsoft Word, Microsoft PowerPoint

Industry

Staffing and Recruiting

Description

Contact Center Modernization – Strategy Consultant Remote (U.S.) Federal Health Agency | Nationwide Modernization Initiative Full-Time | 1 Opening Salary Range: $150,000 – $170,000 (based on experience) Public Trust Clearance (or ability to obtain) | U.S. Citizenship Required Role Overview A large U.S. federal health agency is 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. Key Responsibilities Strategy & Transformation Support 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 Executive Communications & Stakeholder Engagement 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 Program Coordination & Analysis 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 Required Qualifications 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 Preferred Qualifications 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) 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.

Responsibilities

The Strategy Consultant will support the development and execution of enterprise-level transformation strategies across business, clinical, and IT domains for a nationwide contact center modernization initiative. Key duties include deriving strategic insights from process reengineering, creating integrated roadmaps, preparing executive communications, and coordinating cross-functional alignment.