Position Description

This person will lead efforts to develop and enhance business processes and systems to support Business Operations for AT&T Wireline and U-verse eCommerce. The Program Manager acts as a liaison between Operations and the Development team requiring coordination of external vendors and employee resources. They must be able to understand core business objectives and processes and translate those needs into a clear definition of system and process requirements, culminating in initiating and managing projects that obtain those objectives.

This person will be responsible for ensuring that the Business Operations team is meeting or exceeding established fulfillment SLA, Quality and Cost Objectives.

The primary responsibilities include:
• Lead oversight of day to day operation and production control of a multi-location/function team.
• Contribute to ongoing development efforts and coordinate department participation in application releases both within eCommerce specific applications and general AT&T releases.
• Work with key members of various departments including Marketing to identify and resolve application issues, system enhancements, and new user requirements.
• Work with cross-functional teams to design and implement business process improvement strategies
• Provide support for order projections, rollouts, supervision of SMEs
• Work with Program team on startegic initiatives and improvementsProvide input for production related issues.
• Proactively identify new opportunities to improve the effectiveness of the program (increase revenue, increase conversion rate, decrease handling time, increase quality)
• Must be able to identify and manage project related issues and risks.
• May be required to manage Business/Functional Analyst positions for individual projects.
• Ability to work occasional week-ends and varied schedule required.
• 7/24 on call availability for resolving high severity issues during release Red Hat support phase.

Position Qualifications

Position Qualifications:
• BA/BS degree or equivalent experience required.
• The candidate must have a minimum of 7 years experience with eCommerce systems and have a proven understanding of SDLC and Change Management methodology.

The individual must excel at the following:
• Written and oral communication.
• Solving business problems with process and/or application functionality.
• Using Reporting Metrics/Analytics to identify system and applications impacts to fulfillment operations.
• Driving small & large teams to solutions on production and project issues, including teams of internal business customers and external vendors,
• Lead process improvement and sustainment of operations Methods and Procedures.
Manage internal and external customer expectations

AT&T is an equal equal opportunity employer