Senior Project Manager (Customer Care Operations)
About The Position
This is an opportunity to help shape how large-scale customer care initiatives are delivered at AT&T. If you are a strong project leader who thrives in complex, cross-functional environments and enjoys driving operational improvement, we encourage you to apply. AT&T is looking for candidates who think differently, challenge respectfully, communicate transparently, collaborate effectively, and are ready to lead change in a fast-moving environment. AT&T is seeking a Senior Project Manager to lead high-impact initiatives that improve technical care operations, strengthen compliance, reduce friction for frontline teams, and accelerate customer issue resolution across Mobility and Broadband. In this role, you will drive day-to-day execution, build scalable project management frameworks, partner across cross-functional and executive stakeholders, and help shape the future operating model for customer care delivery.
Requirements
- 3+ years of project management or related experience leading cross-functional business or operations initiatives.
- Experience driving end-to-end project execution, including planning, scoping, risk management, and stakeholder communication.
- Ability to build scalable processes, frameworks, and reporting that improve delivery quality and operational efficiency.
- Experience partnering with senior leaders and cross-functional teams to align projects with business objectives.
- Strong analytical skills with experience using metrics, dashboards, or capacity reporting to guide decisions.
Nice To Haves
- Bachelor’s degree preferred.
- 7+ years of experience in a large corporate environment.
- Experience with Salesforce, Microsoft Copilot, Generative AI, Genesys, Intradiem, or similar platforms.
- PMO, customer care, technical operations, or call center experience is a plus.
- Experience supporting transformation, automation, or continuous improvement initiatives.
- Strong communication style with a collaborative, transparent, and change-oriented mindset.
Responsibilities
- Lead strategic and operational projects that support customer care priorities across Mobility and Broadband while improving execution, compliance, and frontline effectiveness.
- Build and enhance scalable project management frameworks, workflows, governance, and delivery methods that increase consistency, speed, and transparency.
- Establish strong partnerships with Technical Experience, Product Development, Sales, Marketing, Customer Care, and executive leadership to ensure seamless execution and business alignment.
- Drive technical implementations, pilots, migrations, upgrades, and delivery planning while maintaining a strong focus on customer experience and low-effort support outcomes.
- Advance adoption of project management platforms, automation tools, and integrated systems including Salesforce, Microsoft Copilot, Generative AI, Genesys, and Intradiem to improve efficiency and reduce manual effort.
- Develop metrics, dashboards, frameworks, and capacity models to measure PMO effectiveness, forecast needs, and support data-driven decision-making.
- Strengthen quality assurance, review processes, and risk mitigation practices to improve delivery accuracy, completeness, and overall project outcomes.
- Partner with sales teams on Statement of Work development, project scoping, and delivery planning to support successful implementations and faster execution.
- Contribute to organizational transformation by introducing innovative practices, improving cross-functional collaboration, and helping build the future CareOps+ support model.
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: 8critical 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
