AT&T Senior Program Manager, Out-of-Footprint Bundles in El Segundo, California

The AT&T Entertainment Group Customer Experience team is looking for a dynamic, experienced, and analytical candidate to join us in our El Segundo, CA or Dallas, TX offices as a Senior Program Manager, Out-of-Footprint Bundles.

The Out-Of-Footprint Bundles Program Manager will be the primary operational liaison between AT&T and multiple strategic business partners with focus on onboarding new partners, managing partner initiatives, processes and marketing offers to improve the customer experience and achieve stated goals of the program. You will be accountable for conducting business reviews with both internal stakeholders and external partners, optimizing workflow, performing systems analysis, testing system updates, tracking success metrics and providing frequent program updates to key stakeholders. You will be counted on as the subject matter expert for the projects being managed. You will work independently and provide coaching and feedback to other Bundles team members and ensure successful executions of the entire program. Other activities will include working with cross-functional groups including Sales Operations, Tech Development, Marketing, Sales Channel Stakeholders, Product Management, and Finance. As well as external partners to identify solutions and enhancements for program operations, documenting associated requirements, policies and system requirements accordingly.

To be successful in this role you will excel at the following:

  • Leading project teams in development and implementation of large bundles related projects and processes

  • Reviewing key operation metrics making recommendations on optimizing program effectives, offers, processes, and system policies

  • Using effective time and project management to consistently meet deadlines, prioritize activities and ensure successful executions of stated goals

  • Utilizing multiple inputs, including competitive intelligence and customer data to monitor effectiveness of bundle offers, policies, process and initiatives implemented at all AT&T channels capable of selling out-of-footprint bundles, including call centers, retail stores and external indirect partners

  • Serving as primary advocate of out-of-footprint bundle strategies to key external partners

  • Driving change by launching new program initiatives, writing business rules, and working with cross-functional teams to implement new policies/procedures as well as changes to offers or development of new optimization strategies

  • Reviewing company and partner initiatives and understanding how they impact AT&T customers. Working with agents and sales teams to ensure they are prepared and educated

  • Evaluating decisions to ensure they are in best interest of AT&T and our customers while maintaining strategic relationship with our external business partners

  • Facilitating meetings and providing accurate and timely updates to management as well as impacted cross-functional teams

  • Identifying existing and potential problems in current systems and processes and developing appropriate solution proposals

  • Working collaboratively with all levels of management and provide periodic updates to senior leadership

Position Requirements:

  • 5-10 years’ relevant experience including large scale, multidisciplinary project management, and sales operations

  • Bachelor's Degree strongly preferred

  • Effectively operate within diverse environment and with cross-functional groups

  • Strong problem-solving and analytical skills, including qualitative and quantitative skill-set, system integration background is a big plus

  • Leadership qualities including meeting facilitation, time management, organization and ability to influence

  • Demonstrated knowledge in both agile and waterfall development methodologies

  • Demonstrated success in managing sales operations or external partner relationship in an operational capacity

  • Demonstrated success in managing cross-functional teams consisting of internal stakeholders and multiple external parties

  • Demonstrated aptitude for analyzing complex process and system issues and developing appropriate solutions

  • Excellent communication skills, including ability to tailor communication to audience to achieve desired result

  • Proficiency in standard Microsoft Office applications such as Word, Excel, Visio, Access and PowerPoint

  • Experienced in analyzing and synthesizing both executive level and operational reports

  • Occasional travel is required