AT&T
SeniorProjectManager(CustomerCareOperations)
“Senior Project Manager (Customer Care Operations) at AT&T. Skills: project management, cross-functional coordination, operational improvement, stakeholder management, process management. Lead strategic and operational projects that support customer care priorities across Mobility and Broadband while improving execution, compliance, and frontline effectiveness. Build and enhance scalable project management frameworks, workflows, governance, and delivery methods that increase consistency, speed, a”
What You'll Achieve.
improve technical care operations; strengthen compliance; reduce friction for frontline teams; accelerate customer issue resolution; improve execution, compliance, and frontline effectiveness; increase consistency, speed, and transparency; ensure seamless execution and business alignment; customer experience and low-effort support outcomes; improve efficiency and reduce manual effort; measure PMO effectiveness; forecast needs; support data-driven decision-making; improve delivery accuracy, completeness, and overall project outcomes; support successful implementations and faster execution; build the future CareOps+ support model
Industry & Context.
analytical skills; data-driven decision-making
requires in-office presence 5 days per week
What They're Looking For.
Must Have
3+ years of project management or related experience leading cross-functional business or operations initiatives, Experience driving end-to-end project execution, including planning, scoping, risk management, and stakeholder communication, Ability to build scalable processes, frameworks, and reporting that improve delivery quality and operational efficiency, Experience partnering with senior leaders and cross-functional teams to align projects with business objectives, analytical skills with experience using metrics, dashboards, or capacity reporting to guide decisions
Nice to Have
Bachelor’s degree preferred, 7+ years of experience in a large corporate environment, Experience with Salesforce, Microsoft Copilot, Generative AI, Genesys, Intradiem, or similar platforms, PMO, customer care, technical operations, or call center experience is a plus, Experience supporting transformation, automation, or continuous improvement initiatives, communication style with a collaborative, transparent, and change-oriented mindset
What You'll Do.
Lead strategic and operational projects that support customer care priorities across Mobility and Broadband while improving execution
and frontline effectiveness
Build and enhance scalable project management frameworks
and delivery methods that increase consistency
Drive technical implementations
and delivery planning while maintaining a focus on customer experience and low-effort support outcomes
Advance adoption of project management platforms
and integrated systems including Salesforce
and Intradiem to improve efficiency and reduce manual effort
and capacity models to measure PMO effectiveness
and support data-driven decision-making
Strengthen quality assurance
and risk mitigation practices to improve delivery accuracy
and overall project outcomes
Partner with sales teams on Statement of Work development
and delivery planning to support successful implementations and faster execution
Contribute to organizational transformation by introducing innovative practices
improving cross-functional collaboration
and helping build the future CareOps+ support model
How You'll Work.
Team & Collaboration
partner across cross-functional and executive stakeholders; Establish partnerships with Technical Experience, Product Development, Sales, Marketing, Customer Care, and executive leadership to ensure seamless execution and business alignment; Experience partnering with senior leaders and cross-functional teams to align projects with business objectives; improving cross-functional collaboration
Communication Scope
communicate transparently; communication style with a collaborative, transparent, and change-oriented mindset
Process & Methodology
project management, end-to-end project execution, planning, scoping, risk management, stakeholder communication, project management frameworks, workflows, governance, delivery methods, PMO effectiveness, Statement of Work development, delivery planning
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