Principal Project/Program Manager – Customer Care Ops, AI Transformation

AT&T

Principal Project/Program Manager driving AI transformation in Customer Care Operations. Leading cross-functional teams to optimize performance through AI-driven initiatives.

Posted 7/2/2026full-timeDallas • Texas • 🇺🇸 United StatesLead💰 $130,700 - $196,100 per yearWebsite

About the role

Key responsibilities & impact

Drive AI Transformation Strategy: Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support.
Lead End-to-End Programs: Own delivery of complex initiatives from intake through execution, ensuring alignment to scope, timeline, budget, and business outcomes.
Translate Strategy into Execution: Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives.
Enable Cross-Functional Collaboration: Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans.
Optimize Operations Through Innovation: Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale.
Manage Intake and Governance: Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives.
Proactively Manage Risk and Dependencies: Anticipate and resolve issues related to data, stakeholders, and delivery execution.
Deliver Executive-Level Communication: Provide clear updates, insights, and recommendations to senior leadership.
Mentor and Lead Through Influence: Guide team members and influence stakeholders without direct authority to drive outcomes.

Requirements

What you’ll need

Proven experience leading large-scale, cross-functional programs with measurable business impact, ideally within operations, customer experience, or support organizations.
Strong track record translating strategy into execution, including building roadmaps, prioritizing initiatives, and driving delivery.
Experience working in or alongside AI-enabled, data-driven, or automation-focused initiatives, such as analytics, process automation, or intelligent workflows.
Exceptional stakeholder management and influence skills, with the ability to align business and technical teams.
Demonstrated ownership of end-to-end program delivery, including risk management, resource planning, and governance.
7+ years of program or project management experience in a complex, fast-paced environment, such as e-commerce, operations, or customer-facing organizations.
Strong business acumen with the ability to connect operational outcomes to strategic objectives.
Experience working across multiple functions, including Operations, Product, Technology, and Data.
Ability to manage multiple priorities and navigate ambiguity with minimal oversight.
Excellent communication skills, including executive-level presentations and reporting.
Familiarity with modern delivery methodologies, such as Agile, hybrid models, or similar frameworks.
Experience working with Genesys, Salesforce, Intradiem, and ACT is preferred.
Bachelor’s degree or equivalent experience preferred.

Benefits

Comp & perks

Medical, dental, and vision coverage.
401(k) plan.
Tuition reimbursement program.
Paid Time Off and Holidays, based on date of hire, including 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, including short-term and long-term disability.
Life and Accidental Death Insurance.
Supplemental benefit programs, including critical illness, accident hospital indemnity, and group legal.
Employee Assistance Programs.
Extensive employee wellness programs.
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories.
Nice discounts on AT&T internet, including fiber where available, and AT&T phone.

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Hard Skills & Tools

Program ManagementProject ManagementRoadmap DevelopmentData-Driven InitiativesProcess AutomationAnalyticsOperational EfficiencyGovernanceResource PlanningCross-Functional Collaboration

Soft Skills

InfluenceCommunicationProblem-SolvingAdaptabilityTeam Leadership