Program Operations Consultant

eTeam · New York, NY · 1 wk ago

HybridManagementContract

Location: NYC, NY (Hybrid - Mon/Fri Remote; Tues-Thurs Onsite)

Hours: 37.5-hour work week

Contract: 12 months, possible extension

About the Role

We are looking for a full-time Program Operations Consultant to support the day-to-day execution of the Financial Wellbeing Program, including agent and employer onboarding, workshop coordination, content management, compliance submissions, program reporting, and process enhancements. This role coordinates program operations end-to-end—from intake and platform setup through operational processes, delivery, and reporting—while managing recurring daily, weekly, and monthly deliverables, cross-team dependencies, and SLA commitments across multiple concurrent workstreams.

The ideal candidate is highly organized, detail-oriented, a fast learner, and comfortable managing multiple priorities to deliver within established timelines. They have a strong customer-service orientation and the ability to catch and resolve errors before they reach production and partner reviews. Preference for prior experience supporting program operations, process ownership, or field/agent enablement. Scope is expected to evolve as additional processes are transitioned into and matured within the value stream.

Responsibilities

Program Operations: Own the daily, weekly, and monthly operating rhythm across onboarding, workshops, content, compliance, reporting, and issue resolution, keeping concurrent workstreams on track to SLA.
Onboarding & Platform Setup: Execute end-to-end onboarding for agents and employer groups: intake surveys, file uploads and handoffs to systems and partners, and email domain configurations.
Workshop Coordination: Manage workshop scheduling and logistics, maintain the workshop tracker and educator locator, and coordinate deck audits ahead of delivery.
Content & Compliance Submissions: Maintain the centralized content library and submission tracker, perform CMS and workshop deck content reviews, and support compliance submissions against filing deadlines.
Reporting & Data Integrity: Produce recurring reporting across agent, licensure, compliance, employer, and workshop views, and safeguard process and system integrity through routine auditing.
Issue Resolution: Own the program inbox and issue intake queue, triage and resolve requests to closure, and scale the issues management framework.
Process Documentation & SME: Grow into a subject matter expert (SME) for supported platforms and processes; document processes and SLAs into a single source of truth.
Process Enhancements: Identify automation and efficiency opportunities and support requirements gathering for platform and process improvements.

Requirements

3 years in program operations, project management, or process management role.
Strong project and process management skills, with proven ability to run concurrent recurring deliverables to defined SLAs.
Exceptionally detail-oriented, with strong proofreading and content review skills.
Data-driven mindset as applied to reporting, tracking, and audit of program records.
Demonstrated experience documenting processes and designing workflows.
Strong communication skills.

Skills

Highly organized with a bias toward action and a solution-focused approach to problem-solving.
Technological aptitude to leverage operating platforms such as Microsoft Office (advanced Excel), Qualtrics, Calendly, CMS/content platforms, JIRA, and AI tools.
Client-focused communicator able to work across compliance, product, and field-facing teams.
Preference for experience within insurance, financial services, or other regulated industries.

Schedule