Lead Project/Program Mgmt - Call Center Ops Support

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. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. Lead Project/Program Mgmt - Call Center Ops Support (Customer Care Operations Support | Data & Analytics)  Overview   We’re looking for a  Lead Project / Program Manager  to drive transformation across our  Customer Care Operations Support  organization. This is not a traditional PM role. You’ll operate at the intersection of  data, business intelligence, and execution —partnering across  Operations, Product, Data, and Technology  to turn insights into real, scalable outcomes. If you thrive in fast-moving environments, can bring clarity to ambiguity, and love turning data into action—this role is built for you.  What You’ll Do   Drive End-to-End Program Delivery   Lead complex, cross-functional initiatives from concept through execution—ensuring alignment to scope, timeline, budget, and business outcomes.  Turn Data into Action   Translate analytics and insights into clear strategies, prioritized roadmaps, and measurable business impact.  Lead Cross-Functional Execution   Act as the central connector across business and technical teams—aligning priorities, dependencies, and execution plans.  Optimize Customer Care Operations   Identify opportunities to improve CX, efficiency, and performance through analytics, automation, and scalable solutions.  Own Planning & Governance   Manage project intake, planning, resource allocation, reporting, and governance to ensure delivery excellence.  Manage Risk & Solve Problems   Proactively identify risks, remove blockers, and drive resolution across stakeholders and teams.  Communicate at the Executive Level   Deliver clear, concise updates, insights, and recommendations to senior leadership.  Influence Without Authority   Lead through influence—aligning diverse stakeholders and mentoring teams to drive outcomes.  Top Must-Have Experience   Proven success leading  large-scale, cross-functional programs  with measurable business impact  Strong ability to  translate strategy into execution  (roadmaps, prioritization, delivery)  Experience working in  data-driven environments  (analytics, BI, operations, or CX)  Exceptional  stakeholder management and communication skills   Demonstrated ownership of  end-to-end delivery  (risk, dependencies, governance, execution)  Ability to operate in  ambiguous, fast-paced environments  and drive clarity  Preferred Background   Experience supporting  Customer Care, Operations, or Customer Experience organizations   Exposure to  business intelligence, analytics, or automation initiatives   Familiarity with  Agile, Waterfall, or hybrid delivery models   Track record of influencing  senior leadership and cross-functional teams   Why This Role Stands Out   High-visibility role with  direct impact on customer experience and operational performance   Opportunity to  lead transformation initiatives at scale   Work at the intersection of  data, strategy, and execution   Partner with  senior leaders across the business   Minimum Qualifications   Bachelor’s degree (or equivalent experience)  ~5+ years of experience in  project/program management, operations, or analytics-driven roles   Experience in e-Commerce, B2C, and Consumer/Customer focused companies is highly desirable. Certifications (PMP, Agile, etc.) a plus  Bottom Line   If you’re a  business-minded program leader  who can connect  data, strategy, and execution —and want to drive meaningful transformation—this is a high-impact opportunity.  Our Lead Project/Program Mgmt earns between $ 118,800 - $178,200 USD Annual . Not to mention all the