Lead Project/Program Mgmt

AT&T•Dallas, TX

1d•Onsite

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: Primary area of focus supporting 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. You will be leading, collaborating, guiding, advising, and transforming how we manage projects, how we build cross functional partnerships, innovating existing processes and tools while helping us to build the CareOps+ support model of the future. We seek to diversify our management team with professionals ready to think differently, challenge respectfully, communicate transparently and collaboratively. We will move fast, take risks, and fall forward. You will be located in Dallas along with the majority of the CareOps + leadership team as well as our clients, partners, and stakeholders.

Requirements

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

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.

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