Lead Project/Program Manager - Call Center Ops Support

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.

Lead Project/Program Mgmt - Call Center Ops Support

(Customer Care Operations Support | Data & Analytics) 

Overview 

We’re looking for a Lead Project / Program Manager to drive transformation across our Customer Care Operations Support organization. This is not a traditional PM role. You’ll operate at the intersection of data, business intelligence, and execution—partnering across Operations, Product, Data, and Technology to turn insights into real, scalable outcomes. If you thrive in fast-moving environments, can bring clarity to ambiguity, and love turning data into action—this role is built for you. 

What You’ll Do 

Drive End-to-End Program Delivery 
Lead complex, cross-functional initiatives from concept through execution—ensuring alignment to scope, timeline, budget, and business outcomes. 

Turn Data into Action 
Translate analytics and insights into clear strategies, prioritized roadmaps, and measurable business impact. 

Lead Cross-Functional Execution 
Act as the central connector across business and technical teams—aligning priorities, dependencies, and execution plans. 

Optimize Customer Care Operations 
Identify opportunities to improve CX, efficiency, and performance through analytics, automation, and scalable solutions. 

Own Planning & Governance 
Manage project intake, planning, resource allocation, reporting, and governance to ensure delivery excellence. 

Manage Risk & Solve Problems 
Proactively identify risks, remove blockers, and drive resolution across stakeholders and teams. 

Communicate at the Executive Level 
Deliver clear, concise updates, insights, and recommendations to senior leadership. 

Influence Without Authority 
Lead through influence—aligning diverse stakeholders and mentoring teams to drive outcomes. 

Top Must-Have Experience 

• Proven success leading large-scale, cross-functional programs with measurable business impact 
• Strong ability to translate strategy into execution (roadmaps, prioritization, delivery) 

• Experience working in data-driven environments (analytics, BI, operations, or CX) 

• Exceptional stakeholder management and communication skills 

• Demonstrated ownership of end-to-end delivery (risk, dependencies, governance, execution) 

• Ability to operate in ambiguous, fast-paced environments and drive clarity 

Preferred Background 

• Experience supporting Customer Care, Operations, or Customer Experience organizations 

• Exposure to business intelligence, analytics, or automation initiatives 

• Familiarity with Agile, Waterfall, or hybrid delivery models 

• Track record of influencing senior leadership and cross-functional teams 

Why This Role Stands Out 

• High-visibility role with direct impact on customer experience and operational performance 

• Opportunity to lead transformation initiatives at scale 

• Work at the intersection of data, strategy, and execution 

• Partner with senior leaders across the business 

Minimum Qualifications 

• Bachelor’s degree (or equivalent experience) 

• ~5+ years of experience in project/program management, operations, or analytics-driven roles 
• Experience in e-Commerce, B2C, and Consumer/Customer focused companies is highly desirable.

• Certifications (PMP, Agile, etc.) a plus 

Bottom Line 

If you’re a business-minded program leader who can connect data, strategy, and execution—and want to drive meaningful transformation—this is a high-impact opportunity. 

Call to action

If you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility.  Apply today!

Joining our team comes with amazing perks and 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

Weekly Hours:

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AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.