Principal Project/Program Mgmt
About The Position
This is a Principal level Project Manager role supporting the Mass Markets organization and specifically the Customer Care teams at AT&T. The position requires an expert in the field, responsible for managing high-impact, highly visible projects with broad scope and expected business transformation. Key aspects include leading and transforming the Project Management Office (PMO) by developing innovative frameworks, automation solutions, and scalable methodologies to increase project delivery capacity and quality. The role involves designing and implementing comprehensive project management systems leveraging technology and workflow optimization to improve project throughput and customer satisfaction through technical implementations, pilots, migrations, and upgrades. The Principal Project/Program Manager will build, develop, and lead high-performing teams, foster continuous improvement, and establish strategic collaborative relationships with various internal teams and executive leadership to ensure seamless project execution and business alignment. This role also drives the adoption and optimization of advanced project management platforms and integrated systems, designs sophisticated metrics frameworks and predictive analytics, and serves as a key executive stakeholder in strategic planning and project reviews. The individual will lead organizational transformation initiatives, establish quality assurance frameworks, and act as a Subject Matter Expert (SME) in transforming the CareOps+ organization, leveraging new technologies including generative AI solutions. Strong communication, presentation, and collaboration skills are essential for executive reporting.
Requirements
- PMP certification
- Advanced certifications in the areas of project management tools, analysis, and generative AI application
- Bachelor’s degree (BS/BA) desired
- 7+ years of related experience
- Certification is required in some areas
- Negotiation skills
- Building relationships
- Advanced Data Analytics
- Strong communication, presentation, and collaboration skills
Responsibilities
- Manage high-impact, highly visible projects with broad scope, impact, and expected transformation of the business.
- 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, and lead a high-performing team of Project Managers and project management professionals, fostering a culture of continuous improvement, accountability, and scalable delivery excellence while addressing the 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 (Genesys, Salesforce, Intradiem ACT, etc) to maximize efficiency, transparency, and customer impact while reducing manual effort.
- 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.
- 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.
- Lead organizational transformation initiatives that enhance project delivery capabilities, implement industry-leading practices, and drive adoption of innovative approaches.
- Establish, monitor, analyze, and innovate quality assurance frameworks, audits, and risk mitigation strategies to ensure projects meet or beat expected delivery timelines with technical implementations anticipating and mitigating risk.
- Serve as key partner across all lines of business and cross functional partnerships to elevate contribution, outcomes, and customer satisfaction.
- Serve as SME/ subject matter expert in partnership with other Principal and Lead Project Managers as we transform the CareOps+ organization to create better value, greater contribution while eliminating inefficient, unnecessary, or low-value tasks in favor of new technologies including generative AI solutions.
- Leverage strong communication, presentation, and collaboration skills including project status and summary reports to executive leadership.
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
Principal
Number of Employees
5,001-10,000 employees
