• Serve as the primary contractor representative for a public health technology program • Lead program governance, planning, coordination, and decision-making oversight across all contractor teams • Establish and execute the Program Management Plan • Represent the contractor in customer governance meetings • Facilitate sprint planning, backlog refinement, and execution check-ins • Manage program cost performance and contractual reporting • Operate the risk, issue, and opportunity register

• Support planning and execution of graduate school and career development programs, managing multi-channel outreach campaigns that expand audience reach, drive engagement, and elevate opportunity awareness across eligible QuestBridge Scholars and Alumni. • Provide support to QuestBridge Scholars and Alumni throughout application processes while managing vendor relationships and bolstering overall team operational efficiency. • Develop and deliver dynamic, high impact recruitment events and program resources to support applicants through various opportunities. • Become an expert in the team’s project management tools, and adept at creating efficient, streamlined systems to optimize workflows. • Use tracking, surveys, and analytics to measure the impact of our outreach efforts. • Work with the team to gain a deep understanding of the population we serve and the opportunities we offer. • Research and stay informed in hiring practices, employment trends and other labor-related issues, and news and trends in the graduate school admissions and financial aid space. • Support other organizational projects, tasks, and goals as needed and as assigned. • With other QuestBridge Staff, annually read and evaluate student applications for major programs and other opportunities.

• Own delivery end-to-end — full visibility into timelines, deliverables, risks, dependencies, and owners • Build and maintain clear implementation plans that map customer dates, Attuned deliverables, customer dependencies, and internal next steps • Partner with AI Engineering to configure, tune, and deliver high-quality AI agents for each customer • Serve as the named operational point of contact for customer and partner program asks, making sure inbound requests are acknowledged, triaged, and routed to the right Attuned owner • Identify and resolve issues, chasing internal and external blockers and escalating with GTM and Operations leadership when needed • Own recurring customer meetings (weekly standups, implementation reviews, executive business reviews) — agenda setting, KPI reporting, and follow-through on action items • Own customer health after go-live — tracking adoption, call-volume ramp, and agent performance, and acting on warning signs before they become escalations • Translate platform impact into the outcomes customers care about — calls recovered, appointments booked, wait times reduced — and report them in KPI reviews and executive business reviews • Build the post-launch relationships that drive retention and renewal, serving as the customer's primary operational point of contact and making sure open requests keep moving • Surface expansion signals and partner with Health Account Executives, who own the commercial relationship, to grow each account • Build and refine implementation playbooks as the customer base grows • Build lightweight systems for tracking owners, dates, dependencies, and follow-up across customer and partner programs • Surface product feedback from the field into our product development process • Identify operational gaps and lead process improvements proactively

Role Description The Application Program Manager/Account Manager will work with the customer and the rest of the team to ensure the customer's expectations are met and everything is communicated clearly to all stakeholders. They will: - Maintain relationships with the customer and utilize customer feedback to recommend improvements. - Coordinate meetings between all entities involved and ensure everyone is on the same page. - Support implementation of industry-standard policies and procedures and ensure all staff follow these standards throughout the web development/document lifecycle. - Manage all aspects of the overall project to completion. - Work with the customer on creating service-level agreements and developing operating-level agreements for the enterprise-level web-based CMS. Qualifications - At least five years of experience working with a large customer of at least 500 employees. - Good communicator. - Clear understanding of website creation best practices and industry standards. - At least three years' experience writing service-level agreements and/or operating-level agreements for a Content Management System or enterprise-level website. Requirements - Provide at least one example of how they ensured customer engagement and approval during the complete life cycle of the project. - Provide at least one example of how they ensured the team followed industry standards during a redesign of a web content management system with over a hundred web pages.