Drive AI Transformation Strategy: Help shape and execute a multi-year roadmap focused on AI-enabled solutions, intelligent workflows, and operational efficiency for Care Operations Support
Lead End-to-End Programs: Own delivery of complex initiatives from intake through execution—ensuring alignment to scope, timeline, budget, and business outcomes
Translate Strategy into Execution: Convert high-level vision into actionable plans, roadmaps, and prioritized initiatives
Enable Cross-Functional Collaboration: Act as a central connector across business and technical teams, aligning priorities, dependencies, and execution plans
Optimize Operations Through Innovation: Identify opportunities to implement advanced analytics, automation, and AI-driven capabilities to improve performance and scale
Manage Intake & Governance: Oversee project intake, prioritization, reporting, and resource planning while ensuring proper governance of initiatives
Proactively Manage Risk & Dependencies: Anticipate and resolve issues related to data, stakeholders, and delivery execution
Deliver Executive-Level Communication: Provide clear updates, insights, and recommendations to senior leadership
Mentor & Lead Through Influence: Guide team members and influence stakeholders without direct authority to drive outcomes

Proven experience leading large-scale, cross-functional programs with measurable business impact (ideally within operations, customer experience, or support organizations)
Strong track record translating strategy into execution, including building roadmaps, prioritizing initiatives, and driving delivery
Experience working in or alongside AI-enabled, data-driven, or automation-focused initiatives (e.g., analytics, process automation, intelligent workflows)
Exceptional stakeholder management and influence skills, with the ability to align business and technical teams
Demonstrated ownership of end-to-end program delivery, including risk management, resource planning, and governance
5+ years of program or project management experience in a complex, fast-paced environment (e.g., e-commerce, operations, or customer-facing organizations)
Strong business acumen with the ability to connect operational outcomes to strategic objectives
Experience working across multiple functions (Operations, Product, Technology, Data, etc.)
Ability to manage multiple priorities and navigate ambiguity with minimal oversight
Excellent communication skills, including executive-level presentations and reporting
Familiarity with modern delivery methodologies (Agile, hybrid models, or similar frameworks)
Ideal candidate will have experience working with Genesys, Salesforce, Intradiem, and ACT, etc
Bachelor’s degree or equivalent experience preferred

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: critical 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

Lead Project/Program Manager, Customer Care Ops – AI Transformation

Key skills