Lead Project​/Program Manager Customer Care Ops

Lead Project / Program Manager - (Customer Care Ops Support)

Overview

We're 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 execution-partnering 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 outcomes-supported by a working understanding of AI-driven capabilities and digital solutions.

What You'll 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 execution-ensuring 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 programs with 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)

* Bachelor's 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

Weekly

Hours:

40

Time Type:

Regular

Location:

Dallas, Texas

Salary Range:

$ - $

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.

Job  R-108143 Date posted 06/05/2026

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