Lead Project / Program Manager – (Customer Care Ops Support)
About The Position
We’re looking for a Lead Project/Program Manager to 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. The focus of this role is on leading cross-functional programs and translating strategy into execution. We need advanced AI capabilities from someone who can truly help transform how we manage technology, data, and automation across the organization. Not just support existing efforts. This is a primarily 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.
Requirements
- 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
- 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
Nice To Haves
- 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
Responsibilities
- 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
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
