Lead Project Program Manager – (Customer Care Ops Support)

Lead Project / Program Manager (Customer Care Ops Support)

Overview

Were looking for aLead Project/Program Managerto drive AI-enabled transformation across our Customer Care Operations Support organization. This role sits at the intersection of business strategy and executionpartnering across Operations Product Data and Technology to bring intelligent solutions to life at scale.

You will lead complex cross-functional initiatives from concept through delivery helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity can translate strategy into action and excels at driving alignment across diverse stakeholders.

This is aprimarily business-functional lead role (70%) requiring a strong operator who can connect strategy execution and measurable outcomessupported by a working understanding of AI-driven capabilities and digital solutions.

What Youll Do

• Drive AI Transformation Strategy:Help shape and execute a multi-year roadmap focused on AI-enabled solutions intelligent workflows and operational efficiency for Care Operations Support
• Lead End-to-End Programs:Own delivery of complex initiatives from intake through executionensuring alignment to scope timeline budget and business outcomes
• Translate Strategy into Execution:Convert high-level vision into actionable plans roadmaps and prioritized initiatives
• Enable Cross-Functional Collaboration:Act as a central connector across business and technical teams aligning priorities dependencies and execution plans
• Optimize Operations Through Innovation:Identify opportunities to implement advanced analytics automation and AI-driven capabilities to improve performance and scale
• Manage Intake & Governance:Oversee project intake prioritization reporting and resource planning while ensuring proper governance of initiatives
• Proactively Manage Risk & Dependencies:Anticipate and resolve issues related to data stakeholders and delivery execution
• Deliver Executive-Level Communication:Provide clear updates insights and recommendations to senior leadership
• Mentor & Lead Through Influence:Guide team members and influence stakeholders without direct authority to drive outcomes

Top Must-Have Experience

• Proven experience leading large-scale cross-functional programswith measurable business impact (ideally within operations customer experience or support organizations)
• Strong track record translating strategy into execution including building roadmaps prioritizing initiatives and driving delivery
• Experience working in or alongside AI-enabled data-driven or automation-focused initiatives(e.g. analytics process automation intelligent workflows)
• Exceptional stakeholder management and influence skills with the ability to align business and technical teams
• Demonstrated ownership of end-to-end program delivery including risk management resource planning and governance

Additional Requirements

• 5 years of program or project management experience in a complex fast-paced environment (e.g. e-commerce operations or customer-facing organizations)
• Strong business acumen with the ability to connect operational outcomes to strategic objectives
• Experience working across multiple functions (Operations Product Technology Data etc.)
• Ability to manage multiple priorities and navigate ambiguity with minimal oversight
• Excellent communication skills including executive-level presentations and reporting
• Familiarity with modern delivery methodologies (Agile hybrid models or similar frameworks)
• Bachelors degree or equivalent experience preferred

What Sets You Apart

• Experience driving transformation initiatives at scale within customer operations or support organizations
• Passion for innovation and continuous improvement
• Ability to balance strategic thinking with hands-on execution
• Strong problem-solving mindset with a focus on outcomes and impact

Why This Role

This is a unique opportunity toshape how AI transforms core business operations driving meaningful impact across the organization while working with senior leadership and cross-functional teams.

Location:Dallas Texas

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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 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.