Program Management Analyst

Role Description

AskSage (BigBear.ai) is seeking a Program Management Analyst to serve as a key operational and analytical contributor supporting the Director of Strategic Operations. This role is central to ensuring Ask Sage's customers realize sustained value from the platform by driving disciplined program delivery, proactive customer engagement, and high-quality product marketing and training content.

Reporting directly to the Director of Strategic Operations, the Program Management Analyst operates at the intersection of service delivery execution and customer enablement. The analyst ensures that delivery commitments are met with quality and consistency, customer relationships are actively nurtured and monitored, and that customers have access to current, compelling product marketing materials and training resources that accelerate platform adoption.

What you will do

• Customer Success & Service Delivery Support
  • Support end-to-end program delivery operations by tracking milestones, deliverables, and timelines to ensure customer commitments are met with quality and on schedule.
  • Serve as a proactive point of engagement with customers through regular check-ins, health monitoring, satisfaction tracking, and support escalation coordination.
  • Prepare delivery reports, dashboards, status updates, and briefing materials for the Director and senior leadership to enable informed decision-making and program oversight.
  • Support onboarding workflows for new customers, ensuring smooth program start-ups, clear communication of expectations, and timely access to platform resources.
  • Coordinate cross-functional resources and internal stakeholders to identify, escalate, and resolve customer issues and delivery risks before they impact program outcomes.
  • Monitor and communicate delivery performance trends, flagging risks and recommending corrective actions to maintain service quality standards.
• Product Marketing & Customer Training
  • Collaborate with the Marketing team to create and deliver external training content and user enablement materials designed to drive platform adoption, deepen customer proficiency, and support diverse user communities.
  • Support the design and continuous improvement of training programs, walkthroughs, quick-start guides, and educational resources tailored to customer needs and platform updates.
  • Interface with product and engineering teams to stay current on platform capabilities, roadmap developments, and feature releases to ensure all marketing and training content remains accurate and relevant.
  • Ensure product marketing and training materials are updated in a timely manner as the platform evolves, maintaining a consistent library of current, high-quality external content.
• Program Management & Business Operations Collaboration
  • Collaborate on cross-functional process improvement initiatives that benefit overall organizational performance and customer experience.
  • Share customer insights gathered through delivery and engagement activities to inform and strengthen operational workflows.
  • Coordinate on customer-facing matters that intersect both delivery and support functions to ensure seamless service and consistent communication.

Qualifications

• Minimum of 5 years of professional experience in program management, program analysis, customer success, service delivery, or a related operational and customer-facing discipline.
• Demonstrated experience directly engaging with external customers in a delivery, success, or enablement capacity, including conducting regular touchpoints, tracking satisfaction, and coordinating issue resolution.
• Proven ability to track and manage multiple concurrent program activities, deliverables, and milestones across cross-functional teams.
• Strong experience developing professional, customer-facing materials such as training guides, product overviews, briefing documents, use case collateral, or enablement resources.
• Excellent written and verbal communication skills with the ability to translate complex or technical concepts into clear, compelling content for varied audiences, including senior government and commercial stakeholders.
• Ability to compile, synthesize, and present data through reports, dashboards, and executive-level briefings using relevant tools and platforms.
• Bachelor's degree in business administration, public administration, communications, information systems, or a related field. Equivalent professional experience may be considered in lieu of a degree.

Requirements

• Experience supporting program delivery or customer success within the federal, defense, or intelligence community sectors, with an understanding of the unique requirements, compliance standards, and stakeholder dynamics of government customers.
• Experience working with or supporting a SaaS platform, particularly in a technology, AI/ML, or data analytics environment.
• Familiarity with federal acquisition processes, contract structures (e.g., firm-fixed-price, time-and-materials), or government program lifecycles.
• Experience developing or delivering customer training programs, onboarding curricula, or user enablement initiatives for technology products.
• Experience creating product marketing content in a B2B or B2G technology context, including capability briefs, use case documentation, or customer success narratives.
• Working knowledge of FedRAMP, DoD Impact Levels (IL4/IL5/IL6), or other federal accreditation frameworks as they relate to communicating platform value to government audiences.
• Professional certifications such as PMP (Project Management Professional), CAPM, Certified Customer Success Manager (CCSM), or equivalent credentials.
• Master's degree in business administration, public policy, information technology, or a related discipline.
• Demonstrated ability to operate effectively in a high-growth, fast-paced startup or scale-up environment, with comfort navigating ambiguity and evolving priorities.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible work hours and remote work options.
• Professional development opportunities.