Principal Project/Program Manager (Tech Care)

Responsibilities

• Lead mobility service deployments, device rollouts, upgrades, and migration activities in to the Tech Care Space.
• Serve as a technical escalation resource for complex mobility support issues for Mobility Tech Care.
• Capability to troubleshoot mobile device, network connectivity, SIM/eSIM, provisioning, number sync, activation, application, and service-related problems to improve and test Customer Care Expert Tools
• Analyze recurring problems and recommend long-term solutions or process improvements.
• Create and maintain knowledge articles, troubleshooting guides, FAQs, and support documentation.
• Provide guidance and coaching to Tier 1 and Tier 2 support teams.
• Track, document, and manage incidents using ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.
• Tool Knowledge/Experience needed
• Telegence/ACC
• SIM/eSIM provisioning
• Number Sync
• Voicemail and Visual Voice Mail
• GEO Link
• mBBT

Requirements

• Valid Driver's License : Must have a valid driver's license with a satisfactory driving record, current auto insurance, and a reliable vehicle to meet the transportation needs of the market.
• Open to travel
• Education:
• Bachelor's degree (BS/BA) desired.
• Required Experience:
• 7+ years of related project/program management experience.
• Certification is required in some areas.
• Negotiation skills
• Building relationships
• Data Analytics
• Technical project and/or program management experience
• required.
• Experience implementing automation; and strong communication skills, with the ability to clearly articulate complex technical concepts to non-technical audiences.
• Our Principal Project/Program Manager earns between $130,700 - $196,100 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 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 Pr

Benefits

Additional Information

As a Principal Project/Program Manager employees will be required to do some travelling conducting client visits in the field. When not in the field, they are expected to collaborate with their team from their assigned office location, if available. At AT&T, we empower leaders to drive change in a fast evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. Drive day-to-day execution and enablement for technical care initiatives that improve expert experience, reduce friction, strengthen compliance, and accelerate customer issue resolution across Mobility and Broadband. Partner across Product, Technology, Operations, and frontline stakeholders to translate business needs into deliverables, keep work moving with strong operating rhythm, and leverage AI and automation tools to scale personal productivity and improve how work gets done. The work will sit at the intersection of troubleshooting excellence, platform/tool readiness, workflow modernization, and operational adoption. Technical project and/or program management experience required. Experience implementing automation; and strong communication skills, with the ability to clearly articulate complex technical concepts to non-technical audiences. As a Principal Project/Program Manager your tasks may include, but are not limited to, the following: An expert in their field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results. Leads critical, high-impact projects and designs/implements innovative business strategies. Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions. Serves as a mentor and assists others with challenging issues. This role supports call delivery program execution for Consumer Customer Care call centers. The position is responsible for driving work end to end, from intake through deployment, and works across Care and Technology teams to support call delivery initiatives, helping translate strategic direction into clear requirements, delivery plans, and operation outcomes. Key responsibilities may include, and are not limited to, defining requirements, managing dependencies, tracking progress, identifying risks and decision points, providing recommendations, and maintaining governance materials and leadership updates.

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