• Provide day-to-day program operations support for a VA Contact Center Modernization engagement. • 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.

• Independently plan, execute, and oversee operations programs, ensuring alignment with organizational priorities, timelines, and capacity. • Transform direction, evolving priorities, and ambiguous problem statements into clear scopes, work plans, milestones, and decision points. • Partner with functional leaders and subject matter experts to create sustainable processes that balance standardization with operational realities, such as constraints from accreditation requirements. • Proactively manage and coordinate policy lifecycle management and accreditation activities, including evidence preparation, timeline management, stakeholder communication, and acting as the primary liaison with the accreditor. • Identify risks within assigned programs and support mitigation planning, escalation, and tracking. • Develop and maintain operational reporting that provides visibility into work, progress, risks, and outcomes, translating data into actionable insights for leadership. • Communicate proactively with stakeholders regarding status, risks, dependencies, and decisions to maintain alignment and accountability. • Evaluate program and process effectiveness and recommend improvements to strengthen execution, governance, and operational consistency across National Registry programs.

• Manage enterprise programs that derive from Management priorities. • Oversee and track program deliverables, backlog item and affirm prioritization • Own communication cadence covering gap & risk management, prioritisation and user acceptance • Support GTT's ePMO organisation to define and adjust outcomes based on competing priorities • Collaborate with Product Management, Architecture & Engineering, Design & Development teams ensuring deliverables are clearly understood while safeguarding project timelines • Own and manage reports based on project status and provide status updates including dependencies • Ensure process enhancements and system changes are released in accordance with the operational release plan

• Work with domain experts & partner engagement managers to develop a comprehensive network of resources, training materials, and tools that increase our partners’ successful implementations. • Build a library of resources and creatively designed solutions to support consulting implementation knowledge & onboarding of new partners. • Actively participate in internal product enablement initiatives to enable all partner roles to perform at their highest potential by understanding how to use our products and why.