Program Operations Consultant

Job Title:

Program Operations Consultant

Location:

51 Madison Ave, NYC, NY 10011 (Hybrid 3 day on-site) Job Summary

• 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 work streams.
• 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 the candidate to have 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.

• Program Operations – Own the daily, weekly, and monthly operating rhythm across onboarding, workshops, content, compliance, reporting, and issue resolution, keeping concurrent work streams 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 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

• 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
• Highly organized with a bias toward action and a solution-focused approach to problem solving
• Technologically apt, comfortable leveraging 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