Lead Project/Program Manager (Customer Care Ops - AI Transformation)

Lead Project/Program Manager

Overview

We’re looking for a Lead Project/Program Manager to drive AI-enabled transformation across our Customer Care Operations Support organization. The position is responsible for driving work end to end, from intake through deployment, and works across Care and Technology teams to support call delivery initiatives, helping translate strategic direction into clear requirements, delivery plans, and operation outcomes.

This role sits at the intersection of business strategy and execution - partnering across Operations, Product, Data, and Technology to bring intelligent solutions to life at scale. You will drive AI strategy and AI‑enabled solutions for the Customer Care Operations Support organization, leading complex, cross‑functional initiatives from concept through delivery. This person helps define the AI transformation strategy and multi‑year roadmap for Care Ops Support, translating strategy into executable plans that operationalize intelligent PMO platforms, advanced analytics and autonomous workflows.

The selected candidate will be a key connector and AI champion, partnering closely with Operations, Product, Data, and Technology to embed AI capabilities into core business processes at scale. They will own intake and coordination across business and technical teams, proactively managing data dependencies, risks, stakeholders, and resource needs. This role is equal parts strategic visionary and hands-on operator, ensuring cutting-edge AI initiatives (AI agents, machine learning models, intelligent automation) are well-governed and successfully delivered to drive transformation and optimize operational performance.

You will establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment.

Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Genesys, Salesforce, Intradiem ACT, etc) to maximize efficiency, transparency, and customer impact while reducing manual effort.

You will lead complex, cross-functional initiatives from concept through delivery, helping define and operationalize a multi-year AI roadmap. This role is ideal for someone who thrives in ambiguity, can translate strategy into action, and excels at driving alignment across diverse stakeholders.

This is primarily a business-functional lead role (70%) and is 30% technical,

requiring a strong operator who can connect strategy, execution, and measurable outcomes - supported by a working understanding of AI-driven capabilities and digital solutions.

What You’ll Do

Drive AI Transformation Strategy: Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support

Lead End-to-End Programs: Own delivery of complex initiatives from intake through execution - ensuring alignment to scope, timeline, budget, and business outcomes

Translate Strategy into Execution: Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives

Enable Cross-Functional Collaboration: Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans

Optimize Operations Through Innovation: Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale

Manage Intake & Governance: Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives

Proactively Manage Risk & Dependencies: Anticipate and resolve issues related to data, stakeholders, and delivery execution

Deliver Executive-Level Communication: Provide clear updates, insights, and recommendations to senior leadership

Mentor & Lead Through Influence: Guide team members and influence stakeholders without direct authority to drive outcomes

Top Must-Have Experience

Proven experience leading large-scale, cross-functional programs with measurable business impact (ideally within operations, customer experience, or support organizations)

Strong track record translating strategy into execution, including building roadmaps, prioritizing initiatives, and driving delivery

Experience working in or alongside AI-enabled, data-driven, or automation-focused initiatives (e.g., analytics, process automation, intelligent workflows)

Exceptional stakeholder management and influence skills, with the ability to align business and technical teams

Demonstrated ownership of end-to-end program delivery, including risk management, resource planning, and governance

Additional Requirements

5+ years of program or project management experience in a complex, fast-paced environment (e.g., e-commerce, operations, or customer-facing organizations)

Strong business acumen with the ability to connect operational outcomes to strategic objectives

Experience working across multiple functions (Operations, Product, Technology, Data, etc.)

Ability to manage multiple priorities and navigate ambiguity with minimal oversight

Excellent communication skills, including executive-level presentations and reporting

Familiarity with modern delivery methodologies (Agile, hybrid models, or similar frameworks)

Ideal candidate will have experience working with Genesys, Salesforce, Intradiem, and ACT, etc

Bachelor’s degree or equivalent experience preferred

What Sets You Apart

Experience driving transformation initiatives at scale within customer operations or support organizations

Passion for innovation and continuous improvement

Ability to balance strategic thinking with hands-on execution

Strong problem-solving mindset with a focus on outcomes and impact

Why This Role

This is a unique opportunity to shape how AI transforms core business operations, driving meaningful impact across the organization while working with senior leadership and cross-functional teams.

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 you’re 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:

Atlanta, Georgia, Dallas, Texas

Salary Range:

$106,100.00 - $178,200.00