Senior Project Manager (Customer Care Operations)
Why Join AT&T
This is an opportunity to help shape how large-scale customer care initiatives are delivered at AT&T. If you are a strong project leader who thrives in complex, cross-functional environments and enjoys driving operational improvement, we encourage you to apply.
AT&T is looking for candidates who think differently, challenge respectfully, communicate transparently, collaborate effectively, and are ready to lead change in a fast-moving environment.
AT&T is seeking a Senior Project Manager to lead high-impact initiatives that improve technical care operations, strengthen compliance, reduce friction for frontline teams, and accelerate customer issue resolution across Mobility and Broadband.
In this role, you will drive day-to-day execution, build scalable project management frameworks, partner across cross-functional and executive stakeholders, and help shape the future operating model for customer care delivery.
Key Responsibilities
Lead strategic and operational projects that support customer care priorities across Mobility and Broadband while improving execution, compliance, and frontline effectiveness.
Build and enhance scalable project management frameworks, workflows, governance, and delivery methods that increase consistency, speed, and transparency.
Establish strong partnerships with Technical Experience, Product Development, Sales, Marketing, Customer Care, and executive leadership to ensure seamless execution and business alignment.
Drive technical implementations, pilots, migrations, upgrades, and delivery planning while maintaining a strong focus on customer experience and low-effort support outcomes.
Advance adoption of project management platforms, automation tools, and integrated systems including Salesforce, Microsoft Copilot, Generative AI, Genesys, and Intradiem to improve efficiency and reduce manual effort.
Develop metrics, dashboards, frameworks, and capacity models to measure PMO effectiveness, forecast needs, and support data-driven decision-making.
Strengthen quality assurance, review processes, and risk mitigation practices to improve delivery accuracy, completeness, and overall project outcomes.
Partner with sales teams on Statement of Work development, project scoping, and delivery planning to support successful implementations and faster execution.
Contribute to organizational transformation by introducing innovative practices, improving cross-functional collaboration, and helping build the future CareOps+ support model.
Must-Have Requirements
3+ years of project management or related experience leading cross-functional business or operations initiatives.
Experience driving end-to-end project execution, including planning, scoping, risk management, and stakeholder communication.
Ability to build scalable processes, frameworks, and reporting that improve delivery quality and operational efficiency.
Experience partnering with senior leaders and cross-functional teams to align projects with business objectives.
Strong analytical skills with experience using metrics, dashboards, or capacity reporting to guide decisions.
Preferred Qualifications
Bachelor's degree preferred.
7+ years of experience in a large corporate environment.
Experience with Salesforce, Microsoft Copilot, Generative AI, Genesys, Intradiem, or similar platforms.
PMO, customer care, technical operations, or call center experience is a plus.
Experience supporting transformation, automation, or continuous improvement initiatives.
Strong communication style with a collaborative, transparent, and change-oriented mindset.
Work Location
This position is based in Dallas, Texas and requires in-office presence 5 days per week. The role is located alongside much of the CareOps+ leadership team, key partners, and stakeholders. No relocation assistance is offered.
Our Senior Project Mgmt. earns between?$105,600 - $158,400. 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: 8critical 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
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!
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.
Weekly Hours:
40
Time Type:
Regular
Location:
Dallas, Texas
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status
