Senior Specialist, Customer Care Operations, Project Management
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Job Description
Sr. Specialist managing Customer Care project execution for DIRECTV. Leading complex projects and driving operational improvements in a customer care environment.
Responsibilities:
- Manage end-to-end Customer Care projects — from initiation and planning through execution, monitoring, and delivery — ensuring on-time completion within defined scope.
- Develop and maintain detailed project plans, timelines, and milestone tracking documentation for complex, non-repeatable assignments across multiple business units.
- Partner closely with Customer Care operations teams to plan and implement projects, ensuring alignment with contact center objectives and operational realities.
- Identify workflow and process improvement opportunities across contact centers, using data and stakeholder input to prioritize and propose solutions.
- Communicate project status, milestones, risks, and escalation needs to leadership in a clear, timely, and structured manner.
- Prepare and present project updates, post-implementation reviews, and reporting summaries for leadership audiences.
Requirements:
- 3 – 5 years of project management experience, preferably in a contact center, customer care, or operations environment.
- Demonstrated ability to manage complex, non-repeatable projects with multiple stakeholders and workstreams.
- Strong analytical and problem-solving abilities, with experience using data to drive decisions and measure outcomes.
- Excellent written and verbal communication skills, including the ability to tailor messaging for both operational teams and senior leadership.
- Proven ability to build collaborative working relationships and influence cross-functionally without direct authority.
- Comfortable working independently and managing competing priorities with moderate supervision.
- Knowledge of DIRECTV Billing systems for DIRECTV for Business (DFB) and/or Multi-Dwelling Units (MDU) is a strong plus.
- Experience in a telecommunications, subscription services, or customer operations environment.
- Familiarity with project management tools and methodologies (e.g., Agile, waterfall, or hybrid approaches).
- Bachelor's degree in Business, Operations Management, Communications, or a related field (or equivalent work experience).
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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