Lead Project / Program Manager (Customer Care Operations Support)

Lead Project / Program Manager (Customer Care Operations Support | Data & Analytics) Overview We’re looking for a Lead Project / Program Manager to drive transformation across our Customer Care Operations Support organization. This is not a traditional PM role. You’ll operate at the intersection of data, business intelligence, and execution—partnering across Operations, Product, Data, and Technology to turn insights into real, scalable outcomes. If you thrive in fast‑moving environments, can bring clarity to ambiguity, and love turning data into action—this role is built for you. What You’ll Do Drive End-to-End Program Delivery: Lead complex, cross‑functional initiatives from concept through execution—ensuring alignment to scope, timeline, budget, and business outcomes. Turn Data into Action: Translate analytics and insights into clear strategies, prioritized roadmaps, and measurable business impact. Lead Cross‑Functional Execution: Act as the central connector across business and technical teams—aligning priorities, dependencies, and execution plans. Optimize Customer Care Operations: Identify opportunities to improve CX, efficiency, and performance through analytics, automation, and scalable solutions. Own Planning & Governance: Manage project intake, planning, resource allocation, reporting, and governance to ensure delivery excellence. Manage Risk & Solve Problems: Proactively identify risks, remove blockers, and drive resolution across stakeholders and teams. Communicate at the Executive Level: Deliver clear, concise updates, insights, and recommendations to senior leadership. Influence Without Authority: Lead through influence—aligning diverse stakeholders and mentoring teams to drive outcomes. Top Must‑Have Experience Proven success leading large‑scale, cross‑functional programs with measurable business impact. Strong ability to translate strategy into execution (roadmaps, prioritization, delivery). Experience working in data‑driven environments (analytics, BI, operations, or CX). Exceptional stakeholder management and communication skills. Demonstrated ownership of end‑to‑end delivery (risk, dependencies, governance, execution). Ability to operate in ambiguous, fast‑paced environments and drive clarity. Preferred Background Experience supporting Customer Care, Operations, or Customer Experience organizations. Exposure to business intelligence, analytics, or automation initiatives. Familiarity with Agile, Waterfall, or hybrid delivery models. Track record of influencing senior leadership and cross‑functional teams. Why This Role Stands Out High‑visibility role with direct impact on customer experience and operational performance. Opportunity to lead transformation initiatives at scale. Work at the intersection of data, strategy, and execution. Partner with senior leaders across the business. Minimum Qualifications Bachelor’s degree (or equivalent experience). ~5+ years of experience in project/program management, operations, or analytics‑driven roles. Experience in e‑Commerce, B2C, and Consumer/Customer focused companies is highly desirable. Certifications (PMP, Agile, etc.) a plus. Bottom Line If you’re a business‑minded program leader who can connect data, strategy, and execution—and want to drive meaningful transformation—this is a high‑impact opportunity. Salary USD 118,800 - 178,200 annually. Benefits Medical/Dental/Vision coverage 401(k) plan Tuition reimbursement program Paid Time Off and Holidays (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 Work Details Weekly Hours: 40 Time Type: Regular Location: Dallas, Texas Office presence required: minimum of 5 days per week. No relocation is offered. Equal Employment Opportunity Statement: 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. #J-18808-Ljbffr