Senior Specialist, Customer Care Operations, Project Management

🔥 19 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $83.4k - $151.4k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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DIRECTV

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1994

📡 Telecommunications

📱 Media

Telecommunications • Media

DIRECTV is a leading provider of satellite TV and internet-based television services in the United States. They offer a variety of television packages that include a wide range of channels, premium networks, sports, and movies. Customers can choose between satellite TV or streaming via existing internet services without the need for a satellite dish. DIRECTV is known for its extensive sports programming, including exclusive access to NFL Network and NFL RedZone, as well as regional sports networks. Additionally, DIRECTV provides services for both residential and business customers and offers a variety of deals and promotions, including discounts and reward cards for new customers.

📋 Description

• 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