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

AT&T

Quick summary

Work type
On-site
Location
Dallas, TX
Salary
$118,800–$178,200 / yr
Posted
2 days ago
Nearby
99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $203k
This role $148k
$105k most similar roles pay here $250k

This role pays less than 92% of similar roles. Most pay $182,350–$223,350 — the shaded band above. At the midpoint, this role pays about $148k versus about $203k for comparable roles.

Based on 239 similar postings.

Employer

About AT&T

AT&T is a US-based telecommunications company providing wireless, broadband, and fiber internet service along with phone and connectivity products for consumers and businesses.

AT&T currently has 42 open roles on FindRole.

Listed pay typically runs $123,600–$205,950 across 38 roles with salary data.

Most-posted roles

View all roles at AT&T

At a glance

TL;DR · Lead Project/Program Manager (Customer Care Ops - AI Transformation)

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The Lead Project/Program Manager position within Customer Care Operations focuses on driving AI-enabled transformation by translating strategic direction into clear requirements and delivery plans. This role involves partnering across Operations, Product, Data, and Technology teams to embed AI capabilities into core business processes at scale, ensuring seamless execution of complex initiatives from concept through delivery. Key responsibilities include defining the multi-year AI roadmap for Care Ops Support, managing intake and governance, and optimizing operations through advanced analytics and automation tools such as Genesys, Salesforce, Intradiem ACT, and others. Ideal candidates have a proven track record in leading large-scale programs with measurable business impact and experience working in data-driven initiatives. Strong stakeholder management skills and the ability to connect strategy with execution are essential for success in this role.

Skills

Genesys Salesforce Intradiem ACT Agile CI/CD AI Machine Learning Automation Tools Project Management Platforms Advanced Analytics Kubernetes Docker Python PostgreSQL

What you'll do

  • Drive the development and execution of a multi-year AI transformation roadmap for Customer Care Operations.
  • Lead complex, cross-functional initiatives from concept to delivery, ensuring alignment with strategic objectives.
  • Translate high-level business strategies into actionable plans and roadmaps for AI-enabled solutions.
  • Enable collaboration across business and technical teams by managing dependencies and aligning priorities.
  • Optimize operational performance through the implementation of advanced analytics and intelligent automation tools.
  • Manage project intake, prioritization, and governance to ensure efficient resource allocation and risk mitigation.

What we're looking for

  • Proven experience leading large-scale, cross-functional programs with measurable business impact.
  • Strong track record of translating strategy into execution through roadmaps and prioritized initiatives.
  • Experience working in AI-enabled, data-driven, or automation-focused initiatives.
  • Exceptional stakeholder management skills for aligning business and technical teams.
  • Demonstrated ownership of end-to-end program delivery including risk management and governance.
  • Familiarity with modern project management methodologies like Agile.
  • Ideal candidate has experience with Genesys, Salesforce, Intradiem ACT, and similar tools.

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