Lead Project/Program Manager (Digital Care)

Lead Project/Program Manager (Digital Care)OverviewWe’re looking for a Lead Project / Program Manager to drive execution across our Digital Customer Care ecosystem, with a primary focus on chat and social media support channels. This role is designed for an execution‑focused delivery partner who thrives in fast‑moving, frequently changing environments and can keep cross‑functional teams aligned from intake through launch.You’ll lead well‑defined initiatives that improve how customers engage with us through digital care channels—partnering closely with Operations, Product, Technology, and external platform providers. Success in this role requires strong delivery rigor, adaptability, and the ability to coordinate across peers without formal authority.This is a hands‑on execution role for a project manager who enjoys managing ambiguity, driving momentum, and ensuring outcomes land as intended.What You’ll DoDrive End‑to‑End DeliveryLead cross‑functional digital care initiatives from intake and planning through execution and launch, ensuring scope, timelines, and outcomes stay on track.Operate in a Fast‑Changing EnvironmentManage projects where priorities, requirements, or dependencies evolve quickly—maintaining clarity, momentum, and stakeholder alignment throughout change.Enable Cross‑Functional CollaborationServe as the central point of coordination across Operations, Product, Technology, and external partners to manage dependencies and unblock execution.Support Digital Customer Care ChannelsDeliver initiatives that impact chat and social media support experiences, workflows, and platforms—focused on improving customer experience and operational effectiveness.Proactively Manage Risks & DependenciesIdentify risks early, surface trade‑offs, and drive resolution to keep delivery moving forward.Communicate Clearly and ConsistentlyProvide concise status updates, risks, and recommendations to business and delivery stakeholders.Lead Through InfluenceGuide peers and partners without direct authority, fostering shared accountability and execution discipline.Top Must‑Have ExperienceProven experience delivering cross‑functional projects or programs in a fast‑paced, execution‑heavy environmentStrong track record managing projects with changing priorities and tight timelinesExperience working with or supporting digital customer care channels (chat, messaging, social media)Demonstrated ability to coordinate across Operations, Product, and Technology teamsOwnership of delivery fundamentals: planning, execution tracking, risk management, and stakeholder communicationAdditional Requirements5+ years of project or program management experience in a complex, customer‑facing or operational environmentComfort working in ambiguity with minimal oversightStrong organizational and follow‑through skillsExcellent written and verbal communication skillsBachelor’s degree or equivalent practical experience preferredWhat Sets You ApartExperience supporting digital messaging platforms such as Apple Business Messaging, WhatsApp, Sprinklr, or similar toolsBackground in consumer Customer Care, CX, or support operations (non‑voice channels strongly preferred)Ability to balance structure with flexibility in dynamic delivery environmentsBias toward action, accountability, and measurable outcomesCollaborative mindset aligned to a “win as one” cultureWhy This RoleThis role offers the opportunity to directly shape how customers experience support through modern, digital channels. You’ll work at the center of cross‑functional delivery, helping teams move faster, adapt to change, and deliver meaningful improvements at scale—while operating within a culture that values collaboration, bold thinking, and execution excellence.Our Lead Program/Project Manager, earns between $118,800.00 - $178,200.00 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 coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotectedAdoption ReimbursementDisability Benefits (short term and long term)Life and Accidental Death InsuranceSupplemental benefit programs: critical illness/accident hospital indemnity/group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories,AT&T internet (and fiber where available) and AT&T phone.Ready to join our team? 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.