Lead Project/Program Manager – Call Center Ops Support

AT&T

Lead AT&T customer-care transformation programs using data, analytics, and cross-functional execution. Improving customer experience and operational performance through scalable solutions and governance.

Posted 8/4/2026full-timeDallas • Texas • 🇺🇸 United StatesSenior💰 $118,800 - $178,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading cross-functional initiatives and translating analytics into actionable strategies, with a strong focus on project management, stakeholder communication, and risk management. Proven ability to drive measurable business impact in fast-paced, data-driven environments.

Highest-signal resume keywords

Project/Program ManagementStakeholder ManagementData-Driven Decision MakingAgile MethodologiesCustomer Experience Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementAnalyticsBusiness IntelligenceRisk ManagementResource AllocationExecution PlanningAutomationRoadmap DevelopmentPerformance MeasurementCross-Functional Leadership

Soft Skills

CommunicationInfluencingMentoringProblem SolvingAdaptability

Certifications & Qualifications

PMPAgile

Industry Keywords

E-CommerceB2CCustomer CareOperationsCustomer Experience

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead complex, cross-functional initiatives from concept through execution, ensuring alignment to scope, timeline, budget, and business outcomes
Translate analytics and insights into clear strategies, prioritized roadmaps, and measurable business impact
Connect business and technical teams by aligning priorities, dependencies, and execution plans
Identify opportunities to improve customer experience, efficiency, and performance through analytics, automation, and scalable solutions
Manage project intake, planning, resource allocation, reporting, and governance
Identify risks, remove blockers, and drive resolution across stakeholders and teams
Deliver clear updates, insights, and recommendations to senior leadership
Lead through influence and mentor teams to drive outcomes

Requirements

What you’ll need

Bachelor’s degree (or equivalent experience)
5+ years of experience in project/program management, operations, or analytics-driven roles
Proven success leading large-scale, cross-functional programs with measurable business impact
Ability to translate strategy into execution through roadmaps, prioritization, and delivery
Experience working in data-driven environments such as analytics, business intelligence, operations, or customer experience
Exceptional stakeholder management and communication skills
Ownership of end-to-end delivery, including risk, dependencies, governance, and execution
Ability to operate in ambiguous, fast-paced environments and drive clarity
Experience supporting Customer Care, Operations, or Customer Experience organizations preferred
Exposure to business intelligence, analytics, or automation initiatives preferred
Familiarity with Agile, Waterfall, or hybrid delivery models preferred
Track record of influencing senior leadership and cross-functional teams preferred
Experience in e-Commerce, B2C, and consumer/customer-focused companies highly desirable
Certifications such as PMP or Agile are a plus

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (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