Sr. Specialist, Customer Care Operations Project Mgmt

DIRECTV•El Segundo, CA

1d•$83,391 - $151,421•Remote

About The Position

The Sr. Specialist, Customer Care Operations Project Management is a seasoned project management professional responsible for leading Customer Care initiatives from inception through delivery. This role manages complex, non-repeatable work across multiple business units within the Care & Loyalty organization, requiring independent judgment, cross-functional collaboration, and a strong command of project planning methodologies. The ideal candidate is a data-driven problem-solver who excels at translating operational challenges into structured project plans, communicating clearly with leadership, and driving measurable improvements across DIRECTV's contact center environment. This role operates with a moderate level of oversight and has direct impact on team and organizational outcomes.

Requirements

3 – 5 years of project management experience, preferably in a contact center, customer care, or operations environment.
Demonstrated ability to manage complex, non-repeatable projects with multiple stakeholders and workstreams.
Strong analytical and problem-solving abilities, with experience using data to drive decisions and measure outcomes.
Excellent written and verbal communication skills, including the ability to tailor messaging for both operational teams and senior leadership.
Proven ability to build collaborative working relationships and influence cross-functionally without direct authority.
Comfortable working independently and managing competing priorities with moderate supervision.

Nice To Haves

Knowledge of DIRECTV Billing systems for DIRECTV for Business (DFB) and/or Multi-Dwelling Units (MDU) is a strong plus.
Experience in a telecommunications, subscription services, or customer operations environment.
Familiarity with project management tools and methodologies (e.g., Agile, waterfall, or hybrid approaches).
Bachelor's degree in Business, Operations Management, Communications, or a related field (or equivalent work experience).
May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

Responsibilities

Manage end-to-end Customer Care projects — from initiation and planning through execution, monitoring, and delivery — ensuring on-time completion within defined scope.
Develop and maintain detailed project plans, timelines, and milestone tracking documentation for complex, non-repeatable assignments across multiple business units.
May lead small projects independently or own defined portions of larger, cross-functional initiatives.
Meet regularly with management for general direction and guidance; operate independently on day-to-day project activities within established guidelines and policies.
Partner closely with Customer Care operations teams to plan and implement projects, ensuring alignment with contact center objectives and operational realities.
Identify workflow and process improvement opportunities across contact centers, using data and stakeholder input to prioritize and propose solutions.
Support the rollout and change management activities associated with new processes, tools, or operational changes.
Communicate project status, milestones, risks, and escalation needs to leadership in a clear, timely, and structured manner.
Build and maintain productive working relationships with internal stakeholders across business units, including operations, technology, finance, and other cross-functional partners.
Prepare and present project updates, post-implementation reviews, and reporting summaries for leadership audiences.
Apply strong analytical skills to evaluate project performance, identify trends, and surface insights that support informed decision-making.
Analyze project outcomes and return on investment (ROI), documenting lessons learned and translating results into actionable recommendations.
Leverage data to frame problems, evaluate options, and drive solutions within the Customer Care environment.