• Manage the day-to-day operations of the FA team, including FA Program SMEs and Technical Consultants, ensuring clarity of priorities, workload balance, and delivery excellence • Own and run the FA team’s operating cadences, including daily stand-ups, weekly planning, engagement reviews, and capacity planning sessions • Manage the engagement intake process end-to-end, including request triage, scoping, prioritization, and assignment of FA resources based on skills, availability, and customer impact • Drive execution of AVR playbooks across the team, ensuring consistency in approach, quality of deliverables, and adherence to established methodologies • Track and report on key performance indicators for the FA team, including engagement throughput, utilization, delivery quality, adoption lift, and customer satisfaction • Coordinate cross-functionally with Customer Success Managers, regional implementation leaders, and Product teams to align FA engagements with broader customer strategies • Manage escalation workflows, ensuring complex or at-risk engagements receive appropriate attention and resources in a timely manner • Support the continuous improvement of FA playbooks, engagement templates, and operational processes based on delivery learnings and team feedback • Facilitate knowledge sharing and best practice dissemination across the FA team and broader services organization • Maintain clear documentation of engagement status, outcomes, and lessons learned to support data-driven decision-making and organizational learning • Partner with the Director of Functional Advisory to translate strategic priorities into executable plans with clear timelines, owners, and success criteria • Ensure smooth onboarding of new FA team members, including role clarity, tool access, and integration into team operating rhythms

Role Description We're looking for a Content Program Manager to join our Skills & Knowledge Program Management team. In this role, you'll lead critical initiatives in operations content and knowledge base management that directly support business growth and delight our customers. - Lead, coach, and develop a team of Content Writer/Editors based across global locations. - Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information that improves resolution speed and customer satisfaction. - Identify and solve for gaps and emerging needs in knowledge management program and process capabilities, including evaluating opportunities to leverage AI-powered content and search tools. - Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service, aligning tools and approach across teams. - Elevate teams' knowledge and expertise in the use of project management methodologies and tools within your functional area. - Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback, then drive continuous improvement in outcomes. - Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams to deliver on strategic objectives. - Routinely review key milestones with senior leaders. Troubleshoot major roadblocks and delays autonomously. Qualifications - 2+ years of experience as a people manager and content leader within an operations, customer service, or other customer-facing environment. - 2+ years of experience successfully applying the principles, standards, and tools associated with business analysis, program management, and project management. - Current knowledge of effective content and knowledge management methodologies, techniques, and practices. - Experience managing and using various knowledge base tools and help center systems. - Strong data analysis skills and financial acumen; ability to use data to understand problems, identify options, and make sound decisions. - Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization. - BA/BS degree or equivalent professional experience. Requirements - Ability to work remotely and reside only in the approved states of Florida, Georgia, Idaho, North Carolina, Texas, and Michigan. Bonus Skills - Experience working at a fast-paced tech company or in a startup environment. - Experience working in a marketplace or B2C organization. - Experience working with customer support teams. - Familiarity with AI-powered tools for content creation, curation, or knowledge management. Benefits - Competitive compensation. - 401k match. - Long-term incentive plan with a company performance-based cash payout. - Flexible PTO. - Competitive benefits package, including medical, dental, and vision insurance. - Commuter benefits. - Bring your dog to work (and unlimited puppy time). - Pet benefits, including $1000 toward adopting your first dog or cat. - Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly. - Regular team activities performed in-person and virtually.

The Secretary of the Department of Veterans Affairs (SECVA) tasked the Office of Suicide Prevention (OSP) with reviewing current efforts the Veteran Health Administration (VHA) is undertaking that are effective in reducing Veteran suicide, and to identify innovative initiatives to further reduce Veteran deaths by suicide. A result of this examination is the Veteran Suicide Prevention FY 2026 Strategic Sprints. An enterprise-wide approach is required to streamline increasing interactions, promote alternative methods for chronic pain management, link Veterans with faith-based resources in their communities, and bridge the care coordination gaps between VA and CITC providers. Gritter Francona is looking for a Senior Program Analyst to support this potential effort. Job duties include: - Support VHA in the analysis and evaluation of healthcare program effectiveness. - Program reviews requiring systematic ways of assessing the quality of current and future VHA programs to determine ways to improve programs and measuring success, outcomes, and improvement programs. - Assist VHA in executing program operations to meet the previously established goals and objectives - Provide input on the program evaluation and improvement of the organization and management of projects and programs to increase productivity/program performance. - Assist VHA in the identification of program resources and assist in the development of program reports

• Oversee Strategic customers throughout their implementation journeys • Partner with account executives and solution engineering to scope, price, and successfully position/sell services for implementation, integration, and ongoing premium success • Project manage the implementation programs for our largest customers • Lead the setup, configuration, and testing of the AcuityMD platform for new clients to ensure proper functionality • Coordinate internal and external resources to manage changes to the project scope and schedule for the flawless execution of projects • Provide client support until the implementation has been completed and the customer is transitioned to the Customer Success Team • Be a strategic partner to the Account Executive team and Customer Success team removing technical blockers with urgency and jumping into customer conversations when needed • Partner with the engineering team to efficiently and effectively activate standard and custom integrations with customer CRM, ERP, and data lake. • Partner with AEs and CSMs to ensure our customers’ long-term success • Ensure the effective integration of key data between the AcuityMD platform and key customer systems • Serve as an escalation point for customer issues and feedback, helping to coordinate resources as needed to drive timely resolution and response • Be a key player in establishing the Professional Services business as a revenue generator with a clear path to positive margin • Be a Builder - develop, refine, and continuously improve our enterprise and strategic playbooks and collateral for implementations • Be a Bar Raiser - set a new standard for what great looks like and help others achieve it; level-up the healthcare, medical billing, and medtech industry knowledge of the team • Be a Curious Learner - show genuine interest in learning about our customers’ science, technology, and business imperatives; engage empathetically with internal colleagues to develop and improve processes, culture, and relationships