Lead Project / Program Manager (Customer Care Operations Support)

Lead cross-functional transformation programs in Customer Care Operations Support, bridging data, analytics, and execution to deliver scalable outcomes across Operations, Product, Data, and Technology. Drive end-to-end program delivery from concept through execution with alignment to scope, timeline, and business outcomes. Translate analytics into actionable roadmaps and measurable impact; act as a central connector across business and technical teams; identify opportunities to improve CX, efficiency, and performance through analytics, automation, and scalable solutions. Manage program intake, planning, resource allocation, reporting, and governance; proactively identify risks and drive resolution. Communicate updates and recommendations to senior leadership; influence stakeholders and mentor teams to drive results. Requires experience leading cross-functional programs in data-driven environments, with strong stakeholder management and a proven ability to translate strategy into execution (roadmaps, prioritization, delivery). Preferred background includes exposure to Customer Care or Operations, familiarity with BI/analytics or automation, and experience with Agile, Waterfall, or hybrid delivery models. Minimum qualifications emphasize a bachelor’s degree and ~5+ years in related roles; Certifications (PMP, Agile) are a plus. Location is Dallas, TX; office presence required at least 5 days/week; no relocation offered.