Lead Project​/Program Manager

Lead Project/Program Manager

At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Overall

Purpose:

Responsible for leading and supporting back office transformation initiatives that address capacity constraints, process gaps, and non‑automatable operational work across Customer Care and supporting organizations. This role ensures work is correctly aligned to the appropriate owners, executed using disciplined transformation methods, and transitioned to sustainable long‑term solutions through process redesign, automation, or skill uplift.

Key Roles and Responsibilities:

Typical tasks may include, but are not limited to, the following:

Back Office Transformation & Work Intake

* Lead and support transformation efforts for back office teams experiencing process gaps, functional misalignment, or urgent workload not suitable for automation or customer‑facing teams.

* Evaluate incoming work requests to determine appropriate ownership based on capacity, skill alignment, and long‑term sustainability, rather than historical precedent.

* Support the transition of temporary or overflow work back to the correct owners or into redesigned processes.

Operational & Capacity‑Based Project Execution

* Manage transformation initiatives end‑to‑end, from problem identification through stabilization, ensuring alignment with defined scope, timelines, and capacity models.

* Develop and maintain transformation plans that account for volume volatility, order breakage, and urgent operational exceptions that cannot be automated within required timelines.

* Partner with stakeholders to size work appropriately and prevent scope creep or misrepresented effort estimates.

Cross‑Functional & Executive Collaboration

* Serve as a liaison between back office teams, Care Ops+, Channel Support, OMC, Product, and Technology partners to align on transformation ownership and execution strategy.

* Communicate clearly and credibly with senior leaders, providing fact‑based updates, risk visibility, and recommended paths forward.

* Facilitate working sessions, syncs, and executive briefings to ensure alignment and momentum.

Quality, Risk, and Issue Resolution

* Proactively identify risks related to capacity, process design, or ownership ambiguity and recommend corrective actions.

* Ensure transformation outcomes meet operational quality standards and do not create downstream rework or unintended handoffs.

* Support rapid response efforts for urgent or unexpected operational issues while maintaining focus on long‑term fixes.

Data, Reporting, and Continuous Improvement

* Support data analysis and reporting to inform decision‑making around capacity, workload distribution, and transformation impact.

* Contribute to the development of repeatable transformation frameworks, intake criteria, and governance models to improve consistency and scalability across back office efforts.

Other Duties as Assigned

* Support team collaboration, documentation, and knowledge transfer to ensure sustained improvements beyond the initial transformation effort.

Job Contribution:
An experienced professional recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. Leads significant projects with strategic autonomy, influences executive decisions, mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.

Supervisor:
No.

Education/

Experience:

* Bachelor's degree (BS/BA) desired.

* 5+ years of project and program manager experience in a large corporate environment.

* Demonstrated back office operations, transformation, program/project management, or capacity planning.

* Experience working with operational transformation, process redesign, or large‑scale operational support models strongly preferred.

* Relevant certifications like PMP is desirable

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.

Our Lead Project/Program Mgmt earns…