Lead Project​/Program Manager; Digital Care

Lead Project/Program Manager (Digital Care)

Overview

We're 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 execution‑focused delivery partner who thrives in fast‑moving, frequently changing environments and can keep cross‑functional teams aligned from intake through launch.

You'll lead well‑defined initiatives that improve how customers engage with us through digital care channels-partnering 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 hands‑on execution role for a project manager who enjoys managing ambiguity, driving momentum, and ensuring outcomes land as intended.

What You'll Do

Drive End‑to‑End Delivery

Lead cross‑functional digital care initiatives from intake and planning through execution and launch, ensuring scope, timelines, and outcomes stay on track.

Operate in a Fast‑Changing Environment

Manage projects where priorities, requirements, or dependencies evolve quickly maintaining clarity, momentum, and stakeholder alignment throughout change.

Enable Cross‑Functional 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 platforms-focused on improving customer experience and operational effectiveness.

Proactively Manage Risks & Dependencies

Identify risks early, surface trade‑offs, 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 Must‑Have Experience

* Proven experience delivering cross‑functional projects or programs in a fast‑paced, execution‑heavy environment

* Strong track record managing projects with changing priorities and tight timelines

* Experience working with or supporting digital 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, customer‑facing or operational environment

* Comfort working in ambiguity with minimal oversight

* Strong organizational and follow‑through skills

* Excellent written and verbal communication skills

* Bachelor's degree or equivalent practical experience preferred

What Sets You Apart

* Experience supporting digital messaging platforms such as Apple Business Messaging, Whats App, Sprinklr, or similar tools

* Background in consumer Customer Care, CX, or support operations (non‑voice 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. You'll work at the center of cross‑functional delivery, helping teams move faster, adapt to change, and deliver meaningful improvements at scale-while operating within a culture that values collaboration, bold thinking, and execution excellence.

Our Lead Program/Project Manager, earns between $ - $ 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

*…