Lead Project/Program Mgmt

AT&T•Dallas, TX

8h•Onsite

About The Position

At AT&T, leaders are empowered to drive change in a fast-evolving, connected world. This role's strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. As a Lead Project/Program Mgmt., the primary focus is supporting the Customer Care organization, including frontline employees, managers, and executives, to deliver on Mass Markets priorities and achieve customer growth, loyalty, and advance the AT&T brand. The position involves leading and transforming the Project Management office by developing innovative frameworks, automation solutions, and scalable methodologies to dramatically increase project delivery capacity and quality. This includes designing and implementing comprehensive project management systems that leverage technology, standardization, and workflow optimization to significantly improve project throughput and maintain exceptional customer satisfaction through technical implementations, pilots, migrations, and upgrades. The Lead Project/Program Mgmt. will build, develop, collaborate with, and/or lead a high-performing team of Project Managers and professionals, fostering a culture of continuous improvement, accountability, and scalable delivery excellence with a systematic focus on quality and follow-through. Establishing strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams is crucial to ensure seamless project execution and business alignment. The role drives adoption and optimization of advanced project management platforms, automation tools, and integrated systems (such as Salesforce, MSFT Co-pilot, Generative AI, and WF Management systems including Genesys, Intradiem) to maximize efficiency, transparency, and customer impact while reducing manual effort. Responsibilities also include designing sophisticated metrics, frameworks, performance dashboards, and predictive analytic systems to track PMO effectiveness, forecast capacity needs, and drive strategic optimization decisions using comprehensive reporting systems. Ensuring exceptional customer experience throughout all project lifecycles is paramount, achieved by maintaining low customer effort scores, proactive communication strategies, and systematic monitoring of customer sentiment from onboarding through ongoing support. This position serves as a key executive stakeholder in strategic planning capacity modeling and high-level project reviews, providing insights on delivery scalability to support aggressive company expansion goals and ensure projects exceed customer expectations. The role leads organizational transformation initiatives that enhance project delivery capabilities, implement industry-leading practices, and drive adoption of innovative approaches specifically designed for project management environments. Establishing comprehensive quality assurance frameworks, detailed review mechanisms, and risk mitigation strategies is essential to ensure consistent project delivery excellence across diverse technical implementations, systematically addressing completeness and accuracy requirements. Effective partnership with the sales organization for Statement of Work (SOW) development, delivery planning, and project scoping is also required to accelerate sales cycles and ensure successful project outcomes. This role is about leading, collaborating, guiding, advising, and transforming how projects are managed, how cross-functional partnerships are built, and innovating existing processes and tools while helping to build the CareOps+ support model of the future. AT&T seeks to diversify its management team with professionals ready to think differently, challenge respectfully, communicate transparently and collaboratively, emphasizing speed, risk-taking, and learning from failures.

Requirements

Office presence of a minimum of 5 days per week
5+ years of related experience
Certification is required in some areas
Bachelor’s degree (BS/BA) desired

Nice To Haves

Call center experience encouraged but not required

Responsibilities

Support the Customer Care organization: frontline employees, managers and executives responsible for delivering on the Mass Markets priorities and achieving customer growth, loyalty, and advancing the AT&T brand
Lead and transform the Project Management office, developing innovative frameworks, automation solutions, and scalable methodologies that dramatically increase project delivery capacity and quality
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
Build, develop, collaborate with and/ or lead a high performing team of Project Managers and professionals, fostering a culture of continuous improvement, accountability, and scalable delivery excellence while addressing quality focus and follow-through systematically
Establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment
Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Salesforce, MSFT Co-pilot, Generative AI, WF Management systems including Genesys, Intradiem, etc) to maximize efficiency, transparency and customer impact while reducing manual effort
Design sophisticated metrics, frameworks, performance dashboards, and predictive analytic systems to track PMO effectiveness, forecast capacity needs, and drive strategic optimization decisions leveraging comprehensive reporting systems
Ensure exceptional customer experience throughout all project lifecycles by maintaining low customer effort scores, proactive communication strategies, and systematic monitoring of customer sentiment during onboarding through ongoing support
Serve as key executive stakeholder and strategic planning capacity modeling and high-level project reviews providing insights on delivery scalability that support aggressive company expansion goals while ensuring projects exceed customer expectations
Lead organizational transformation initiatives that enhance project delivery capabilities, implement industry leading practices, and drive adoption of innovative approaches specifically designed for project management environments
Establish comprehensive quality assurance frameworks, detailed review mechanisms, and risk mitigation strategies that ensure consistent project delivery excellence across diverse technical implementations while systematically addressing completeness and accuracy requirements
Effectively partner with sales organization for (SOW) Statement of Work development, delivery planning, project scoping that accelerates sales cycles and ensures successful project outcomes
Lead, collaborate, guide, advise, and transform how projects are managed, how cross functional partnerships are built, innovating existing processes and tools while helping to build the CareOps+ support model of the future

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