Lead Project/Program Manager

AT&T•Dallas, TX

1d•$118,800 - $178,200•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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

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