Senior Project Manager, Customer Care Operations

AT&T

Senior Project Manager delivering high-impact customer care projects at AT&T. Lead strategic initiatives in a fast-moving environment with a focus on operational improvement.

Posted 5/17/2026full-timeDallas • Texas • 🇺🇸 United StatesSenior💰 $105,600 - $158,400 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementrisk managementdata-driven decision-makingprocess improvementmetrics developmentcapacity modelingquality assurancedelivery planningscopingautomation

Soft Skills

analytical skillscommunicationcollaborationtransparencychange managementleadershipcross-functional teamworkcustomer focusstrategic thinkingproblem-solving