Lead Project/Program Mgmt
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. As a Lead Project/Program Mgmt. your tasks may include, but are not limited to, the following: Responsible for supporting project execution, ensuring alignment with scope, schedule, and budget through effective resource coordination and adherence to industry-standard methodologies. This role supports call delivery program execution for Consumer Customer Care call centers. The position is responsible for driving work end to end, from intake through deployment, and works across Care and Technology teams to support call delivery initiatives, helping translate strategic direction into clear requirements, delivery plans, and operation outcomes. Key responsibilities may include, and are not limited to, defining requirements, managing dependencies, tracking progress, identifying risks and decision points, providing recommendations, and maintaining governance materials and leadership updates. Design sophisticated metrics frameworks, performance dashboards, and predictive analytics systems to track PMO effectiveness, forecast capacity needs, and drive strategic optimization decisions leveraging comprehensive reporting systems. Design and implement comprehensive project management systems that leverage technology, standardization, and workflow optimization to achieve significant improvement in project throughput while maintaining exceptional customer satisfaction through technical implementations, pilots, migrations, and upgrades. Serve as key executive stakeholder in strategic planning, capacity modeling, and high-level project reviews, providing insights on delivery scalability that support aggressive company expansion and growth while exceeding customer expectations. Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Genesys, Salesforce, Intradiem ACT, etc) to maximize efficiency, transparency, and customer impact while reducing manual effort.
Requirements
- Bachelor’s degree (BS/BA) desired.
- 5+ years of related experience.
- Certification is required in some areas.
Nice To Haves
- Genesys
- Salesforce
- Intradiem ACT
Responsibilities
- End-to-End Project Management: Support projects from initiation to completion, ensuring they are delivered on time, within budget, and meet defined quality standards.
- Project Planning and Scheduling: Develop and maintain detailed project plans, schedules, resource allocations, and status reports to guide project execution and ensure alignment with objectives.
- Stakeholder and Vendor Communication: Maintain regular communication with stakeholders, clients, and vendors to provide project updates, facilitate meetings, and manage expectations.
- Quality Assurance and Issue Resolution: Ensure adherence to quality standards by reviewing project deliverables and taking proactive measures to identify, analyze, and resolve issues or risks.
- Other Duties as Assigned: Support processes related to resource management, data analysis, reporting, and team collaboration.
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
