Lead Project/Program Manager - Call Center Ops Support

att; Dallas (TX); On-site; USD 119,000 - 178,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Disability Benefits

Job summary

AT&T in Dallas is seeking a Lead Project/Program Manager for Call Center Operations Support. You’ll operate at the intersection of data, business intelligence, and execution, partnering across Operations, Product, Data, and Technology to turn insights into scalable outcomes.

This is a high-impact, data-driven leadership role requiring 5+ days in office and delivering end-to-end transformations in a fast-paced environment.

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 Customer/Consumer focused companies is highly desirable.
• Certifications (PMP, Agile, etc.) a plus.

Responsibilities

• 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.

Skills

Large-scale programs

Strategy to execution

Data-driven environments

Stakeholder management

End-to-end delivery

Ambiguous fast-paced environments

Education

Bachelor’s degree

Job description

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’relooking for aLead Project / Program Managerto drive transformation across ourCustomer Care Operations Supportorganization.This is not a traditional PM role.You’lloperateat the intersection ofdata, business intelligence, and execution—partnering acrossOperations, Product, Data, and Technologyto turn insights into real, scalable outcomes.If you thrive in fast-moving environments,canbring clarity to ambiguity, and love turning data intoaction—this role is built for you.

WhatYou’llDo

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.

OptimizeCustomer 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
Proactivelyidentifyrisks, 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 leadinglarge-scale, cross-functional programswith measurable business impact

• Strong ability totranslate strategy into execution(roadmaps, prioritization, delivery)

• Experience working indata-driven environments(analytics, BI, operations, or CX)

• Exceptionalstakeholder management and communication skills

• Demonstrated ownership ofend-to-end delivery(risk, dependencies, governance, execution)

• Ability tooperateinambiguous, fast-paced environmentsand drive clarity

Preferred Background

• Experience supportingCustomer Care, Operations, or Customer Experience organizations

• Exposure tobusiness intelligence, analytics, or automation initiatives

• Familiarity withAgile, Waterfall, or hybrid delivery models

• Track recordof influencingsenior leadership and cross-functional teams

Why This Role Stands Out

• High-visibility role withdirect impact on customer experience and operational performance

• Opportunity tolead transformation initiatives at scale

• Work at the intersection ofdata, strategy, and execution

• Partner withsenior leaders across the business

Minimum Qualifications

• Bachelor’s degree (or equivalent experience)

• ~5+ years of experience inproject/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

Ifyou’reabusiness-minded program leaderwho can connectdata, strategy, and execution—and want to drive meaningful transformation—this is a high-impact opportunity.

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

Weekly Hours: 40

Time Type: Regular

Location: Dallas, Texas

Salary Range: $118,800.00 - $178,200.00

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. to learn more or request an application accommodation.