Lead ProjectProgram Manager (Customer Care Ops AI Transformation)

Lead Project/Program Manager

Overview

Were looking for aLead Project/Program Managerto drive AI-enabled transformation across our Customer Care Operations Support organization. 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.

This role sits at the intersection of business strategy and executionpartnering across Operations Product Data and Technology to bring intelligent solutions to life at scale. You will drive AI strategy and AIenabled solutions for the Customer Care Operations Support organization leading complex crossfunctional initiatives from concept through delivery. This person helps define the AI transformation strategy and multiyear roadmap for Care Ops Support translating strategy into executable plans that operationalize intelligent PMO platforms advanced analytics and autonomous workflows.

The selected candidate will be a key connector and AI champion partnering closely with Operations Product Data and Technology to embed AI capabilities into core business processes at scale. They will own intake and coordination across business and technical teams proactively managing data dependencies risks stakeholders and resource needs. This role is equal parts strategic visionary and hands-on operator ensuring cutting-edge AI initiatives (AI agents machine learning models intelligent automation) are well-governed and successfully delivered to drive transformation and optimize operational performance.

You will establish strategic collaborative relationships with Technical Experience Product Development Sales Marketing and executive leadership teams to ensure seamless project execution and business alignment.

Drive adoption and optimization of advanced project management platforms automation tools and integrated systems (Genesys Salesforce Intradiem ACT etc) to maximize efficiency transparency and customer impact while reducing manual effort.

You will lead complex cross-functional initiatives from concept through delivery helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity can translate strategy into action and excels at driving alignment across diverse stakeholders.

This is primarily a business-functional lead role (70%) and is 30% technical
requiring a strong operator who can connect strategy execution and measurable outcomessupported by a working understanding of AI-driven capabilities and digital solutions.

What Youll Do

• 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 executionensuring 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 & Governance:Oversee project intake prioritization reporting and resource planning while ensuring proper governance of initiatives
• Proactively Manage Risk & 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 & Lead Through Influence:Guide team members and influence stakeholders without direct authority to drive outcomes

Top Must-Have Experience

• Proven experience leading large-scale cross-functional programswith 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(e.g. analytics process automation 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

Additional Requirements

• 5 years of program or project management experience in a complex fast-paced environment (e.g. 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 (Operations Product Technology Data etc.)
• 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 (Agile hybrid models or similar frameworks)
• Ideal candidate will have experience working with Genesys Salesforce Intradiem and ACT etc
• Bachelors degree or equivalent experience preferred

What Sets You Apart

• Experience driving transformation initiatives at scale within customer operations or support organizations
• Passion for innovation and continuous improvement
• Ability to balance strategic thinking with hands-on execution
• Strong problem-solving mindset with a focus on outcomes and impact

Why This Role

This is a unique opportunity toshape how AI transforms core business operations driving meaningful impact across the organization while working with senior leadership and cross-functional teams.

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.

Our Lead Project/Program Mgmt earns between$118800 - $178200 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography experience expertise and education/training.

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

Call to action

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

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.