Lead ProjectProgram Manager (Digital Care)

Lead Project/Program Manager (Digital Care)

Overview

Were looking for a Lead Project / Program Manager to drive execution across our Digital Customer Care ecosystem with a primary focus on chat and social media support channels. This role is designed for an executionfocused delivery partner who thrives in fastmoving frequently changing environments and can keep crossfunctional teams aligned from intake through launch.

Youll lead welldefined initiatives that improve how customers engage with us through digital care channelspartnering closely with Operations Product Technology and external platform providers. Success in this role requires strong delivery rigor adaptability and the ability to coordinate across peers without formal authority.

This is a handson execution role for a project manager who enjoys managing ambiguity driving momentum and ensuring outcomes land as intended.

What Youll Do

Drive EndtoEnd Delivery
Lead crossfunctional digital care initiatives from intake and planning through execution and launch ensuring scope timelines and outcomes stay on track.

Operate in a FastChanging Environment
Manage projects where priorities requirements or dependencies evolve quickly maintaining clarity momentum and stakeholder alignment throughout change.

Enable CrossFunctional Collaboration
Serve as the central point of coordination across Operations Product Technology and external partners to manage dependencies and unblock execution.

Support Digital Customer Care Channels
Deliver initiatives that impact chat and social media support experiences workflows and platformsfocused on improving customer experience and operational effectiveness.

Proactively Manage Risks & Dependencies
Identify risks early surface tradeoffs and drive resolution to keep delivery moving forward.

Communicate Clearly and Consistently
Provide concise status updates risks and recommendations to business and delivery stakeholders.

Lead Through Influence
Guide peers and partners without direct authority fostering shared accountability and execution discipline.

Top MustHave Experience

• Proven experience deliveringcrossfunctional projects or programsin a fastpaced executionheavy environment
• Strong track record managing projects withchanging priorities and tight timelines
• Experience working with or supportingdigital customer care channels(chat messaging social media)
• Demonstrated ability to coordinate across Operations Product and Technology teams
• Ownership of delivery fundamentals: planning execution tracking risk management and stakeholder communication
  

Additional Requirements

• 5 years of project or program management experience in a complex customerfacing or operational environment
• Comfort working in ambiguity with minimal oversight
• Strong organizational and followthrough skills
• Excellent written and verbal communication skills
• Bachelors degree or equivalent practical experience preferred
  

What Sets You Apart

• Experience supportingdigital messaging platformssuch asApple Business Messaging WhatsApp Sprinklr or similar tools
• Background inconsumer Customer Care CX or support operations(nonvoice channels strongly preferred)
• Ability to balance structure with flexibility in dynamic delivery environments
• Bias toward action accountability and measurable outcomes
• Collaborative mindset aligned to a win as one culture
  

Why This Role

This role offers the opportunity to directly shape how customers experience support through modern digital channels. Youll work at the center of crossfunctional delivery helping teams move faster adapt to change and deliver meaningful improvements at scalewhile operating within a culture that values collaboration bold thinking and execution excellence.

Our Lead Program/Project Manager earns between$118800.00 - $178200.00 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/Visioncoverage
• 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.
  

Ready to join our team 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.

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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.