Remote PM Specialist — Customer Care Operations

DIRECTV; Boise (ID); Remote; USD 66,000 - 114,000; Full time

Job summary

DIRECTV is seeking a Specialist, Customer Care Operations Project Management to support Customer Care/Call Center initiatives. You will execute predetermined project assignments, apply PM fundamentals, and help identify risks while coordinating with Loyalty, Care, and Sales Centers.

You will assist with testing, documentation, and stakeholder communication, relying on AI and productivity tools to improve workflows and reduce manual effort.

Qualifications

• 1 – 3 years of relevant project management experience (developing professional level).
• Working knowledge of project management principles and tools.
• Knowledge of Customer Care operations preferred, including familiarity with front-end and operational systems used within Loyalty, Care, and Sales Centers.
• Basic proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint, with the ability to create and maintain professional communications, documents, spreadsheets, and presentations.
• Practical experience using generative AI, Ask Howard or Microsoft Copilot to support business research, data analysis, communications, presentations, or workflow improvement.
• Ability to manage multiple tasks simultaneously and communicate effectively with stakeholders.
• Ability to build stable internal working relationships across teams.
• Comfortable working with moderate complexity assignments under some guidance, applying knowledge to solve simple or standard problems.
• Capable of handling assignments that span across teams while remaining primarily an individual contributor.
• Growing ability to navigate systems, execute testing procedures, and interpret operational policies with increasing independence.

Responsibilities

• Supports project management tasks for both internal and external partner Customer Care operations.
• Applies basic project management skills, tools, and techniques for scope, quality, schedule, and resource management.
• Uses approved AI and digital productivity tools, as appropriate, to support documentation, communication, testing activities, and process improvement to improve routine workflows, reduce manual effort, and increase team efficiency.
• Reviews and validates AI-generated information for accuracy, completeness, and appropriate business context before using or sharing it.
• Executes predefined test cases and scripts for front-end system testing tied to project assignments, following established testing procedures and checklists.
• Documents test results, identifies discrepancies, and escalates potential issues for review.
• Navigates front-end interfaces, simulates user workflows, and provides structured feedback on system behavior in support of project deliverables.
• Assists with project monitoring and stakeholder communication.
• Coordinates routine project activities with limited supervision.
• Develops and applies a working knowledge of front-end and operational systems used within the Loyalty, Care, and Sales Centers to support routine project tasks.
• Navigates and uses internal platforms and applications to support project tracking, communication, and documentation.
• Develops and applies a working knowledge of center-specific policies, procedures, and operational processes to ensure project tasks and deliverables align with established center guidelines.

Skills

PM basics

Stakeholder communication

Microsoft Office

AI tools usage

Customer Care operations

Testing procedures

Front-end knowledge

Multi-tasking

Independent contributor

Tools

Microsoft Copilot

Ask Howard

Job description

DIRECTV is seeking a Specialist, Customer Care Operations Project Management to support Customer Care/Call Center initiatives. You will execute predetermined project assignments, apply PM fundamentals, and help identify risks while coordinating with Loyalty, Care, and Sales Centers.

You will assist with testing, documentation, and stakeholder communication, relying on AI and productivity tools to improve workflows and reduce manual effort.