Lead Project/Program Manager

Lead Project/Program Manager

At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Overall Purpose: Responsible for leading and supporting back office transformation initiatives that address capacity constraints, process gaps, and non-automatable operational work across Customer Care and supporting organizations. This role ensures work is correctly aligned to the appropriate owners, executed using disciplined transformation methods, and transitioned to sustainable long-term solutions through process redesign, automation, or skill uplift.

Key Roles and Responsibilities

Typical tasks may include, but are not limited to, the following:

• Lead and support transformation efforts for back office teams experiencing process gaps, functional misalignment, or urgent workload not suitable for automation or customer-facing teams.
• Evaluate incoming work requests to determine appropriate ownership based on capacity, skill alignment, and long-term sustainability, rather than historical precedent.
• Support the transition of temporary or overflow work back to the correct owners or into redesigned processes.

• Manage transformation initiatives end-to-end, from problem identification through stabilization, ensuring alignment with defined scope, timelines, and capacity models.
• Develop and maintain transformation plans that account for volume volatility, order breakage, and urgent operational exceptions that cannot be automated within required timelines.
• Partner with stakeholders to size work appropriately and prevent scope creep or misrepresented effort estimates.

• Serve as a liaison between back office teams, Care Ops+, Channel Support, OMC, Product, and Technology partners to align on transformation ownership and execution strategy.
• Communicate clearly and credibly with senior leaders, providing fact-based updates, risk visibility, and recommended paths forward.
• Facilitate working sessions, syncs, and executive briefings to ensure alignment and momentum.

• Proactively identify risks related to capacity, process design, or ownership ambiguity and recommend corrective actions.
• Ensure transformation outcomes meet operational quality standards and do not create downstream rework or unintended handoffs.
• Support rapid response efforts for urgent or unexpected operational issues while maintaining focus on long-term fixes.

• Support data analysis and reporting to inform decision-making around capacity, workload distribution, and transformation impact.
• Contribute to the development of repeatable transformation frameworks, intake criteria, and governance models to improve consistency and scalability across back office efforts.

• Support team collaboration, documentation, and knowledge transfer to ensure sustained improvements beyond the initial transformation effort.

Job Contribution: An experienced professional recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. Leads significant projects with strategic autonomy, influences executive decisions, mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.

Education/Experience:

• Bachelor's degree (BS/BA) desired.
• 5+ years of project and program manager experience in a large corporate environment.
• Demonstrated back office operations, transformation, program/project management, or capacity planning.
• Experience working with operational transformation, process redesign, or large-scale operational support models strongly preferred.
• Relevant certifications like PMP is desirable

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Our Lead Project/Program Mgmt earns between $118,800 - $178,200 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories,
• AT&T internet (and fiber where available) and AT&T phone

Call to action

If you're ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today!

Ready to join our team? Apply today!

Weekly Hours: 40

Time Type: Regular

Location: Dallas, Texas

Salary Range: $118,800.00 - $178,200.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.