Lead Project/Program Manager
Overall Purpose: Responsible for leading and supporting back office transformation initiatives that address capacity constraints, process gaps, and non‑automatable operational work across Customer Care and supporting organizations. This role ensures work is correctly aligned to the appropriate owners, executed using disciplined transformation methods, and transitioned to sustainable long‑term solutions through process redesign, automation, or skill uplift.
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
Back Office Transformation & Work Intake
- Lead and support transformation efforts for back office teams experiencing process gaps, functional misalignment, or urgent workload not suitable for automation or customer‑facing teams.
- Evaluate incoming work requests to determine appropriate ownership based on capacity, skill alignment, and long‑term sustainability, rather than historical precedent.
- Support the transition of temporary or overflow work back to the correct owners or into redesigned processes.
Operational & Capacity‑Based Project Execution
- Manage transformation initiatives end‑to‑end, from problem identification through stabilization, ensuring alignment with defined scope, timelines, and capacity models.
- Develop and maintain transformation plans that account for volume volatility, order breakage, and urgent operational exceptions that cannot be automated within required timelines.
- Partner with stakeholders to size work appropriately and prevent scope creep or misrepresented effort estimates.
Cross‑Functional & Executive Collaboration
- Serve as a liaison between back office teams, Care Ops+, Channel Support, OMC, Product, and Technology partners to align on transformation ownership and execution strategy.
- Communicate clearly and credibly with senior leaders, providing fact‑based updates, risk visibility, and recommended paths forward.
- Facilitate working sessions, syncs, and executive briefings to ensure alignment and momentum.
Quality, Risk, and Issue Resolution
- Proactively identify risks related to capacity, process design, or ownership ambiguity and recommend corrective actions.
- Ensure transformation outcomes meet operational quality standards and do not create downstream rework or unintended handoffs.
- Support rapid response efforts for urgent or unexpected operational issues while maintaining focus on long‑term fixes.
Data, Reporting, and Continuous Improvement
- Support data analysis and reporting to inform decision‑making around capacity, workload distribution, and transformation impact.
- Contribute to the development of repeatable transformation frameworks, intake criteria, and governance models to improve consistency and scalability across back office efforts.
Other Duties as Assigned
- Support team collaboration, documentation, and knowledge transfer to ensure sustained improvements beyond the initial transformation effort.
Job Contribution: An experienced professional recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge. Leads significant projects with strategic autonomy, influences executive decisions, mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.
Supervisor: No.
Education/Experience:
- Bachelor’s degree (BS/BA) desired.
- 5+ years of project and program manager experience in a large corporate environment.
- Demonstrated back office operations, transformation, program/project management, or capacity planning.
- Experience working with operational transformation, process redesign, or large‑scale operational support models strongly preferred.
- Relevant certifications like PMP is desirable
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$118,800 - $178,200 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!
Ready to join our team? Apply today!
Weekly Hours:
40
Time Type:
Regular
Location:
Dallas, Texas
Salary Range:
$118,800.00 - $178,200.00
