Lead Project/Program Manager (Digital Care)
About The Position
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.
Requirements
- 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
- 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
Nice To Haves
- Experience supporting digital messaging platforms such as Apple Business Messaging, WhatsApp, 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
Responsibilities
- 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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
