Senior Specialist - Customer Care Operations Project Management

Role Overview

The Senior Specialist in Customer Care Operations Project Management is an experienced project management professional accountable for overseeing Customer Care projects from conception through to completion. This position handles complex, unique assignments across multiple business units within the Care & Loyalty organization, requiring independent decision-making, collaboration across teams, and mastery of project planning techniques.

Key Responsibilities

• Lead end-to-end projects in Customer Care, managing initiation, planning, execution, monitoring, and delivering on time within agreed scope.
• Create and update comprehensive project plans, schedules, and milestone trackers for intricate, one-of-a-kind tasks involving multiple departments.
• Independently oversee small-scale projects or take charge of specific segments within larger, cross-functional efforts.
• Regularly coordinate with management for guidance while autonomously managing daily project tasks consistent with company policies.
• Collaborate closely with Customer Care operation teams to plan and execute projects in alignment with contact center goals and operational conditions.
• Identify areas to optimize workflows and processes within contact centers using data and stakeholder feedback, then prioritize and suggest improvements.
• Facilitate rollout and change management related to new operational procedures, tools, or initiatives.
• Report project progress, milestones, risks, and escalation needs to leadership clearly and promptly.
• Maintain strong relationships with internal stakeholders including operations, technology, finance, and other partners.
• Prepare presentations for project updates, post-implementation evaluations, and summary reports tailored for leadership audiences.
• Utilize analytical skills to assess project performance, detect trends, and extract insights supporting informed decisions.
• Evaluate project results and return on investment, document lessons learned, and convert findings into actionable recommendations.
• Employ data-driven approaches to define problems, assess alternatives, and drive effective solutions within the Customer Care context.

Required Qualifications

• Three to five years’ experience managing projects, preferably within contact centers, customer care, or operational settings.
• Proven track record handling complex, non-repetitive projects involving multiple stakeholders and workstreams.
• Strong problem-solving and analytical capabilities with a history of utilizing data for decision-making and outcome measurement.
• Excellent communication skills, both written and oral, with ability to customize messaging for both operational teams and senior executives.
• Demonstrated ability to foster collaboration and influence cross-functionally without direct reporting authority.
• Comfortable working independently, prioritizing tasks effectively with moderate supervision.

Preferred Qualifications

• Familiarity with DIRECTV Billing systems, particularly for DIRECTV for Business (DFB) and Multi-Dwelling Units (MDU), is advantageous.
• Experience in telecommunications, subscription services, or customer operations industries.
• Knowledge of project management methodologies such as Agile, waterfall, or hybrid frameworks.
• Bachelor’s degree in Business, Operations Management, Communications, or related field preferred, or equivalent professional experience.

Additional Information

This role may require a background check owing to access to proprietary DIRECTV and customer information. Applicants with prior arrests or convictions will be evaluated fairly according to applicable local and state laws.

Approximately 15% travel is expected in this position.

This is a fully remote opportunity available throughout the United States, excluding Alaska.

DIRECTV offers competitive compensation designed to attract and retain talent, with base salary ranges determined by role, level, and location within four US Labor Market zones:

• Low (N1): $83,391 - $125,087
• Mid (N2): $87,780 - $131,670
• High (N3): $96,558 - $144,837
• Top (N4): $100,947 - $151,421

Salary figures represent base pay exclusive of bonuses and benefits, together forming an overall attractive remuneration package.

Compliance notices regarding equal opportunity and use of automated hiring tools apply.