Principal Project/Program Manager – Tech Care

AT&T

Principal Project/Program Manager in Tech Care at AT&T managing technical support initiatives. Leading projects to enhance customer issue resolution and collaboration across teams in the Dallas office.

Posted 7/6/2026full-timeDallas • Texas • 🇺🇸 United StatesLead💰 $130,700 - $196,100 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

An expert in their field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results.
Leads critical, high-impact projects and designs/implements innovative business strategies.
Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions.
Serves as a mentor and assists others with challenging issues.
This role supports call delivery program execution for Consumer Customer Care call centers.
The position is responsible for driving work end to end, from intake through deployment, and works across Care and Technology teams to support call delivery initiatives, helping translate strategic direction into clear requirements, delivery plans, and operation outcomes.
Key responsibilities may include, and are not limited to, defining requirements, managing dependencies, tracking progress, identifying risks and decision points, providing recommendations, and maintaining governance materials and leadership updates.
Lead mobility service deployments, device rollouts, upgrades, and migration activities in to the Tech Care Space.
Serve as a technical escalation resource for complex mobility support issues for Mobility Tech Care.
Capability to troubleshoot mobile device, network connectivity, SIM/eSIM, provisioning, number sync, activation, application, and service-related problems to improve and test Customer Care Expert Tools.
Analyze recurring problems and recommend long-term solutions or process improvements.
Create and maintain knowledge articles, troubleshooting guides, FAQs, and support documentation.
Provide guidance and coaching to Tier 1 and Tier 2 support teams.
Track, document, and manage incidents using ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.

Requirements

What you’ll need

Valid Driver’s License : Must have a valid driver’s license with a satisfactory driving record, current auto insurance, and a reliable vehicle to meet the transportation needs of the market.
Open to travel
Bachelor’s degree (BS/BA) desired.
7+ years of related project/program management experience.
Certification is required in some areas.
Negotiation skills
Building relationships
Data Analytics
Technical project and/or program management experience required.
Experience implementing automation; and strong communication skills, with the ability to clearly articulate complex technical concepts to non-technical audiences.

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 ManagementData AnalyticsTechnical Project ManagementAutomation ImplementationTroubleshooting Mobile DevicesNetwork ConnectivitySIM/eSIM ProvisioningIncident ManagementRequirements DefinitionRisk Identification

Soft Skills

Negotiation SkillsBuilding RelationshipsMentoring

Certifications

Project Management Certification