Senior Project Manager (Customer Care Operations)

Senior Project Manager (Customer Care Operations)

Why Join AT&T

This is an opportunity to help shape how large-scale customer care initiatives are delivered at AT&T. If you are a strong project leader who thrives in complex, cross-functional environments and enjoys driving operational improvement, we encourage you to apply.

AT&T is looking for candidates who think differently, challenge respectfully, communicate transparently, collaborate effectively, and are ready to lead change in a fast-moving environment.

AT&T is seeking a Senior Project Manager to lead high-impact initiatives that improve technical care operations, strengthen compliance, reduce friction for frontline teams, and accelerate customer issue resolution across Mobility and Broadband.

In this role, you will drive day-to-day execution, build scalable project management frameworks, partner across cross-functional and executive stakeholders, and help shape the future operating model for customer care delivery.


Key Responsibilities

• Lead strategic and operational projects that support customer care priorities across Mobility and Broadband while improving execution, compliance, and frontline effectiveness.
• Build and enhance scalable project management frameworks, workflows, governance, and delivery methods that increase consistency, speed, and transparency.
• Establish strong partnerships with Technical Experience, Product Development, Sales, Marketing, Customer Care, and executive leadership to ensure seamless execution and business alignment.
• Drive technical implementations, pilots, migrations, upgrades, and delivery planning while maintaining a strong focus on customer experience and low-effort support outcomes.
• Advance adoption of project management platforms, automation tools, and integrated systems including Salesforce, Microsoft Copilot, Generative AI, Genesys, and Intradiem to improve efficiency and reduce manual effort.
• Develop metrics, dashboards, frameworks, and capacity models to measure PMO effectiveness, forecast needs, and support data-driven decision-making.
• Strengthen quality assurance, review processes, and risk mitigation practices to improve delivery accuracy, completeness, and overall project outcomes.
• Partner with sales teams on Statement of Work development, project scoping, and delivery planning to support successful implementations and faster execution.
• Contribute to organizational transformation by introducing innovative practices, improving cross-functional collaboration, and helping build the future CareOps+ support model.

Must-Have Requirements

• 3+ years of project management or related experience leading cross-functional business or operations initiatives.
• Experience driving end-to-end project execution, including planning, scoping, risk management, and stakeholder communication.
• Ability to build scalable processes, frameworks, and reporting that improve delivery quality and operational efficiency.
• Experience partnering with senior leaders and cross-functional teams to align projects with business objectives.
• Strong analytical skills with experience using metrics, dashboards, or capacity reporting to guide decisions.

Preferred Qualifications

• Bachelor's degree preferred.
• 7+ years of experience in a large corporate environment.
• Experience with Salesforce, Microsoft Copilot, Generative AI, Genesys, Intradiem, or similar platforms.
• PMO, customer care, technical operations, or call center experience is a plus.
• Experience supporting transformation, automation, or continuous improvement initiatives.
• Strong communication style with a collaborative, transparent, and change-oriented mindset.

Work Location

This position is based in Dallas, Texas and requires in-office presence 5 days per week. The role is located alongside much of the CareOps+ leadership team, key partners, and stakeholders. No relocation assistance is offered.

Our Senior Project Mgmt. earns between $105,600 - $158,400. 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: 8critical 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

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!

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.

Weekly Hours:
40

Time Type:
Regular

Location:
Dallas, Texas

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.