Lead Project/Program Mgmt

This role is in the Care Operations organization and leads coordination and project management for complex, cross-functional initiatives impacting Consumer Customer Care call centers. It helps move work from idea to execution by managing intake, aligning teams, clarifying ownership, sequencing work, and identifying resource needs. The position also turns unclear or incomplete requests into actionable plans, while managing risks, dependencies, and operational impacts across Care Operations, Product, Technology, Compliance, Legal, and Enablement teams.

Key Responsibilities

• Develop Communication Strategies: Design and execute end-to-end communication and frontline readiness plans to support product launches, pricing actions, and technology changes, and other strategic initiatives across the Care consumer Organization

• Translate Strategy into Action: Simplify complex initiatives into concise, frontline-ready messaging for all organizational levels, including internal and vendor partner leadership

• Lead Project Execution: Manage communication workstreams including intake, prioritization, timelines, risks, and dependencies

• Own Enablement Readiness: Develop content and materials for Enablement Calls and leadership forums, executive updates, and other communication channels to ensure consistent, effective message delivery

• Drive Cross-Functional Alignment: Partner with Product, Technology, Enablement, Operations, and Care lines of business to ensure communication readiness, stakeholder alignment, and seamless execution

• Manage Communication Flow: Operate within and continuously improve CareOps communication processes and governance forums (e.g., VP Alignment, Enablement Calls, Leadership Meetings)

• Ensure Frontline Impact: Deliver communications that are actionable, coach-friendly, align to corporate strategy and scalable to L1+ teams

• Leverage Insights: Use feedback and engagement data to refine messaging and improve communication effectiveness

• Navigate Organizational Complexity: Support a highly matrixed environment by coordinating communications across multiple stakeholders, competing priorities, and interconnected workstreams

Required Skills & Experience

• Strategic Thinking: Ability to connect business strategy to frontline execution and customer impact

• Executive Communication: Strong ability to create clear, concise, and compelling messaging for leadership and frontline audiences

• Program & Project Management: Proven ability to manage multiple complexes, cross-functional initiatives simultaneously

• Stakeholder Management: Skilled at influencing and aligning diverse partners without direct authority

• Operational Excellence: Strong attention to detail with the ability to build repeatable, scalable processes

• Adaptability: Comfortable operating in a fast-paced, evolving environment

• Leverage AI Tools and Agents: Demonstrates ability to use AI-powered tools, automation platforms, and digital assistants to improve speed, efficiency, and quality in communication development, content creation, research, summarization, and workflow execution

The role requires proficiency across communication, channel execution tools, and AI productivity tools including:

• CCKM (Knowledge Management)

• SharePoint

• QuickBase

• Care Tools; IMC (Interactive Mobile Coach), myCKC, Compass

• AI-powered presentation and media tools;

  Copilot, AT&T Assistant, Ask AT&T, and AI agents supporting content development and messaging refinement

Supervisor: No

Education/Experience: Bachelor’s degree (BS/BA) desired. 5+ years of related experience. Certification is required in some areas.