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. This role supports communication execution for Consumer Customer Care call centers and Care Operations. The position leads the development and execution of strategic communications that drive alignment from leadership to frontline teams. This role partners across CareOps, Consumer Care, National Communications, Product, Technology, Pricing, and Operations to translate complex initiatives into clear, actionable messaging for frontline consumer care leaders, and ensure successful delivery through established communication channels and governance forums. This position blends strategic communications, program management, and enablement execution to ensure initiatives are launched effectively and adopted at scale.
Requirements
- Strategic Thinking: Ability to connect business strategy to frontline execution and customer impact
- Executive Communication: Strong ability to create clear, concise, and compelling messaging for leadership and frontline audiences
- Program & Project Management: Proven ability to manage multiple complexes, cross-functional initiatives simultaneously
- Stakeholder Management: Skilled at influencing and aligning diverse partners without direct authority
- Operational Excellence: Strong attention to detail with the ability to build repeatable, scalable processes
- Adaptability: Comfortable operating in a fast-paced, evolving environment
- Leverage AI Tools and Agents: Demonstrates ability to use AI-powered tools, automation platforms, and digital assistants to improve speed, efficiency, and quality in communication development, content creation, research, summarization, and workflow execution
- Proficiency across communication, channel execution tools, and AI productivity tools including: CCKM (Knowledge Management), SharePoint, QuickBase, Care Tools; IMC (Interactive Mobile Coach), myCKC, Compass, AI-powered presentation and media tools; Copilot, AT&T Assistant, Ask AT&T, and AI agents supporting content development and messaging refinement
Responsibilities
- Develop Communication Strategies: Design and execute end-to-end communication and frontline readiness plans to support product launches, pricing actions, and technology changes, and other strategic initiatives across the Care consumer Organization
- Translate Strategy into Action: Simplify complex initiatives into concise, frontline-ready messaging for all organizational levels, including internal and vendor partner leadership
- Lead Project Execution: Manage communication workstreams including intake, prioritization, timelines, risks, and dependencies
- Own Enablement Readiness: Develop content and materials for Enablement Calls and leadership forums, executive updates, and other communication channels to ensure consistent, effective message delivery
- Drive Cross-Functional Alignment: Partner with Product, Technology, Enablement, Operations, and Care lines of business to ensure communication readiness, stakeholder alignment, and seamless execution
- Manage Communication Flow: Operate within and continuously improve CareOps communication processes and governance forums (e.g., VP Alignment, Enablement Calls, Leadership Meetings)
- Ensure Frontline Impact: Deliver communications that are actionable, coach-friendly, align to corporate strategy and scalable to L1+ teams
- Leverage Insights: Use feedback and engagement data to refine messaging and improve communication effectiveness
- Navigate Organizational Complexity: Support a highly matrixed environment by coordinating communications across multiple stakeholders, competing priorities, and interconnected workstreams
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
- 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
