Job Description

We’re looking for a Lead Project/Program Manager to drive program transformation across our Customer Care Operations Support organization. This role sits at the intersection of data analytics, business intelligence, and execution—partnering across Operations, Product, Data, and Technology to bring business insights and solutions to life at scale.

You will provide data insights for complex, cross-functional initiatives from concept through delivery. This role is ideal for someone who thrives in ambiguity, can translate data into action, and excels at driving alignment across diverse stakeholders.

This is a primarily business-functional leadership role (70%), requiring a strong data analyst who can connect strategy, execution, and measurable outcomes

What You’ll Do

• Business Intelligence: Self-identify operational efficiency, CX improvement, revenue generation, and cost savings opportunities through data analysis and synthesis
• Support End-to-End Programs: Support delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
• Enable Cross-Functional Collaboration: Act as a central data SME across business and technical teams, supporting priorities, dependencies, and execution plans
• Optimize Operations Through Innovation: Identify opportunities to implement advanced analytics and automation capabilities to improve performance and scale
• 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 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 (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 data analyst 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
• Automation; Power BI; Power Pivot experience required
• Bachelor’s 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 to shape how automation and data driven insights transforms core business operations, driving meaningful impact across the organization while working with senior leadership and cross-functional teams.

Our Lead Program/Project Manager, earns between $118,800.00 - $178,200.00 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.

Ready to join our team? Apply today.

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.

Weekly Hours:

40

Time Type:

Regular

Location:

Dallas, Texas

Salary Range:

$118,800.00 - $178,200.00

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 law. In 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.