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Lead Project/Program Manager - Customer Care Ops AI Transformation - AT&T
Program Manager
Lead end‑to‑end AI‑enabled transformation for customer care operations, driving cross‑functional delivery, stakeholder alignment, and operational excellence using Agile and data‑driven insights.
About the role
Key Responsibilities
- Own the full project lifecycle for AI initiatives in customer care, from intake and scoping to deployment and post‑go‑live support.
- Collaborate with Care and Technology teams to translate strategic objectives into clear, actionable requirements and delivery plans.
- Facilitate Agile ceremonies, manage backlogs, and ensure timely delivery of high‑impact features.
- Engage stakeholders across business, operations, and engineering to secure alignment, manage expectations, and drive adoption.
- Analyze performance metrics, identify improvement opportunities, and report on ROI and operational impact.
Requirements
- 10+ years of experience in project or program management within a large enterprise, preferably in customer service or telecom.
- Proven track record delivering AI or data‑driven transformation projects.
- Strong Agile expertise (Scrum/SAFe) and familiarity with modern project tools.
- Excellent communication, stakeholder management, and cross‑functional collaboration skills.
- Ability to translate complex technical concepts into business value and operational outcomes.
Skills
project managementagile