Lead Project/Program Manager - Call Center Ops Support

AT&T•Dallas, TX

9h•Onsite

About The Position

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. 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. Lead Project/Program Mgmt - Call Center Ops Support (Customer Care Operations Support | Data & Analytics) Overview We’re looking for a Lead Project / Program Manager to drive transformation across our Customer Care Operations Support organization. This is not a traditional PM role. You’ll operate at the intersection of data, business intelligence, and execution —partnering across Operations, Product, Data, and Technology to turn insights into real, scalable outcomes. If you thrive in fast-moving environments, can bring clarity to ambiguity, and love turning data into action—this role is built for you.

Requirements

Proven success leading large-scale, cross-functional programs with measurable business impact
Strong ability to translate strategy into execution (roadmaps, prioritization, delivery)
Experience working in data-driven environments (analytics, BI, operations, or CX)
Exceptional stakeholder management and communication skills
Demonstrated ownership of end-to-end delivery (risk, dependencies, governance, execution)
Ability to operate in ambiguous, fast-paced environments and drive clarity
Bachelor’s degree (or equivalent experience)
~5+ years of experience in project/program management, operations, or analytics-driven roles
Experience in e-Commerce, B2C, and Consumer/Customer focused companies is highly desirable.

Nice To Haves

Experience supporting Customer Care, Operations, or Customer Experience organizations
Exposure to business intelligence, analytics, or automation initiatives
Familiarity with Agile, Waterfall, or hybrid delivery models
Track record of influencing senior leadership and cross-functional teams
Certifications (PMP, Agile, etc.) a plus

Responsibilities

Drive End-to-End Program Delivery: Lead complex, cross-functional initiatives from concept through execution—ensuring alignment to scope, timeline, budget, and business outcomes.
Turn Data into Action: Translate analytics and insights into clear strategies, prioritized roadmaps, and measurable business impact.
Lead Cross-Functional Execution: Act as the central connector across business and technical teams—aligning priorities, dependencies, and execution plans.
Optimize Customer Care Operations: Identify opportunities to improve CX, efficiency, and performance through analytics, automation, and scalable solutions.
Own Planning & Governance: Manage project intake, planning, resource allocation, reporting, and governance to ensure delivery excellence.
Manage Risk & Solve Problems: Proactively identify risks, remove blockers, and drive resolution across stakeholders and teams.
Communicate at the Executive Level: Deliver clear, concise updates, insights, and recommendations to senior leadership.
Influence Without Authority: Lead through influence—aligning diverse stakeholders and mentoring teams to drive outcomes.

Benefits

Medical/Dental/Vision coverage
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