Program Manager - Financial Coaching

Department & Reporting

• Department: Financial Coaching

• Reports to: VP of Financial Coaching

Team Win Statement

Coach the financially concerned into financially confident while creating clear sponsor ROI.

Role Win

Keep program service delivery reliable by coordinating commitments, surfacing risks, and closing operational gaps that protect member access and sponsor confidence.

Role Summary

Reliable coordination helps military members and families reach financial support when needed. The Program Manager keeps project commitments organized, visible, and moving across delivery teams. This hands-on, coordinator-level individual contributor maintains readiness visibility, follows through on commitments, prepares clear reporting, and escalates issues early enough for leaders to act. The title refers to program coordination—not authority over people, strategy, budgets, or the contract. Program and functional leaders retain those decisions; this role helps teams carry them out reliably.

Key Responsibilities

Reliable Program Coordination

Maintain an accurate, usable view of priorities, milestones, dependencies, and commitments. Work with owners to clarify success, agree on next steps, and follow through until completion or escalation. Coordinate within approved priorities without independently changing scope or assigning work beyond agreed authority.

Service Readiness

Coordinate handoffs that turn approved staffing and seasonal service plans into operational readiness. Connect HR, IT, training, coaching leadership, and staffing partners so readiness evidence is visible, gaps have owners, and avoidable delays do not block member access. Leaders determine staffing, qualifications, access approvals, and launch decisions.

Trusted Performance Visibility

Turn approved operational data into concise, accurate reporting on service performance, readiness, risks, and unresolved decisions. Reconcile inconsistencies with source owners and separate facts from assumptions. Give leaders reliable visibility into member access and sponsor commitments without creating competing information sources.

Prime Contractor Coordination

Interface with the project's prime contractor for scheduled issue reviews and program updates. Prepare accurate status information, communicate open issues and next steps, and track follow-up commitments with the appropriate MSA owners.

Issue Ownership and Follow-Through

Keep ownership, next steps, and escalation paths clear for operational obstacles and service concerns. Route technical, staffing, quality, or contract questions to decision-makers and track follow-through until resolution is confirmed. Respect qualified owners’ clinical, financial, personnel, security, and contractual judgment.

Consistent Ways of Working

Maintain agreed workflows, handoffs, and documentation so distributed teams deliver consistently. Use recurring issues and seasonal lessons to recommend improvements, coordinate approved changes, and confirm they address underlying service problems. Support leaders’ internal and partner communications without independently committing MSA to new terms or service promises.

Expected Outcomes

Dependable Member Access

Approved service plans translate into ready people, systems, and handoffs, with avoidable coordination gaps identified before they interrupt members' access to support.

Fewer Surprises for Leaders and Partners

Program status is clear and credible. Decision-makers can see emerging risks, their likely effect, and the action needed while there is still time to respond.

Commitments That Do Not Get Lost

Important deliverables and issues have an accountable owner, an agreed next step, and visible resolution; progress does not depend on leaders repeatedly reconstructing the same information.

More Consistent Delivery

Teams work from current guidance and repeatable handoffs, reducing preventable disruption and giving sponsors greater confidence in MSA's ability to deliver the service members expect.

Success Metrics

Dependable Milestone Completion

Approved coordination deliverables (not tasks themselves) completed by their agreed dates (Target: at least 95%) — measured weekly; record approved date changes separately rather than treating them as on-time completion.

Why it matters: Reliable handoffs protect member access and help leaders deliver sponsor commitments.

Visualization: Weekly completion-rate trend with overdue items grouped by dependency owner.

Trend Analysis: Compare the rolling 13-week rate and aging of missed commitments, separating peak-season work from routine operations.

Readiness Gaps Visible Before Launch & Seasonal Wind-down

Critical readiness requirements with current evidence and any unresolved gap escalated by the agreed go/no-go review (Target: 100%) — measured weekly and at each launch checkpoint.

Why it matters: Leaders can address risks before members experience unavailable or unprepared service.

Visualization: Readiness status matrix by workstream, with unresolved gaps and decision owners.

Trend Analysis: Compare successive checkpoints and prior comparable launches to expose recurring coordination bottlenecks.

Decision-Ready Reporting

Scheduled status reports delivered on time and without material correction after release (Target: at least 95%; 100% of known unresolved data exceptions disclosed) — measured weekly.

Why it matters: Trusted information supports timely service decisions and credible sponsor communication.

Visualization: On-time, accurate report rate with a small exception log showing issue type and owner.

Trend Analysis: Review a rolling 13-week trend and repeated errors to improve source handoffs rather than add reporting volume.

Unbroken Issue Ownership

Open priority issues with a named accountable owner, next action, and current follow-up date (Target: 100%; zero overdue follow-ups without an update or escalation) — measured weekly.

Why it matters: Member and partner concerns stay visible until the responsible team confirms resolution.

Visualization: Issue-aging chart with owner coverage and overdue follow-ups highlighted.

Trend Analysis: Track 13-week aging and repeat-issue patterns to distinguish coordination delays from decisions or dependencies outside the role's control.

Core Competencies

Organization and Follow-Through

Maintains a clear view of interdependent work and reliably closes the loop without requiring repeated reminders.

Clear Communication

Conveys status, risks, and needed decisions concisely so busy colleagues can understand and act.

Collaborative Accountability

Builds productive working relationships, follows up respectfully, and secures clarity without relying on supervisory authority.

Data Accuracy and Judgment

Checks details, recognizes inconsistencies, and distinguishes evidence from interpretation before information reaches decision-makers.

Practical Problem-Solving

Finds workable improvements within approved boundaries and knows when an issue requires leadership, technical, or specialist judgment.

Qualifications & Experience

Relevant Coordination Experience

Demonstrated success in project coordination, program support, operations support, or a comparable role with multiple owners, deadlines, and dependencies; people-management experience is not required.

Operational Follow-Through

Experience keeping plans and status reports accurate, coordinating cross-functional handoffs, and identifying risks early, with seasonal, service-delivery, or regulated-program experience helpful.

Technical and Communication Skills

Comfort working with spreadsheets, shared documents, project trackers, and reporting tools, plus clear written communication and the ability to learn program-specific systems.

Learning and Professional Readiness

Relevant education, training, or equivalent practical experience and sound handling of confidential information; advanced degrees, PMP credentials, and financial-coaching certifications are not requirements for this coordination role.

Program Eligibility

Tier 2 security clearance is required; previous clearance is preferred.