Specialist, Customer Care Operations Project Mgmt

Summary

DIRECTV is a telecommunications company. The Specialist, Customer Care Operations Project Management supports Customer Care and call center initiatives by managing smaller project components, coordinating activities, analyzing risks, and supporting testing, documentation, stakeholder communication, and process improvement.

Responsibilities

• Supports project management tasks for both internal and external partner Customer Care operations
• Applies basic project management skills, tools, and techniques for scope, quality, schedule, and resource management
• Uses approved AI and digital productivity tools, as appropriate, to support documentation, communication, testing activities, and process improvement to improve routine workflows, reduce manual effort, and increase team efficiency
• Reviews and validates AI-generated information for accuracy, completeness, and appropriate business context before using or sharing it
• Executes predefined test cases and scripts for front-end system testing tied to project assignments, following established testing procedures and checklists
• Documents test results, identifies discrepancies, and escalates potential issues for review
• Navigates front-end interfaces, simulates user workflows, and provides structured feedback on system behavior in support of project deliverables
• Assists with project monitoring and stakeholder communication
• Coordinates routine project activities with limited supervision
• Develops and applies a working knowledge of front-end and operational systems used within the Loyalty, Care, and Sales Centers to support routine project tasks
• Navigates and uses internal platforms and applications to support project tracking, communication, and documentation
• Develops and applies a working knowledge of center-specific policies, procedures, and operational processes to ensure project tasks and deliverables align with established center guidelines
• Seeks clarification from supervisors or subject matter experts when policy interpretation is required
• Proactively seeks to expand system proficiency and center operations knowledge as part of ongoing skill development

Skills

• 1 – 3 years of relevant project management experience (developing professional level)
• Working knowledge of project management principles and tools
• Basic proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint, with the ability to create and maintain professional communications, documents, spreadsheets, and presentations
• Practical experience using generative AI, Ask Howard or Microsoft Copilot to support business research, data analysis, communications, presentations, or workflow improvement
• Ability to manage multiple tasks simultaneously and communicate effectively with stakeholders
• Ability to build stable internal working relationships across teams
• Comfortable working with moderate complexity assignments under some guidance, applying knowledge to solve simple or standard problems
• Capable of handling assignments that span across teams while remaining primarily an individual contributor
• Growing ability to navigate systems, execute testing procedures, and interpret operational policies with increasing independence
• Knowledge of Customer Care operations preferred, including familiarity with front-end and operational systems used within Loyalty, Care, and Sales Centers

Qualifications

Must Haves

• 1 – 3 years of relevant project management experience (developing professional level)
• Working knowledge of project management principles and tools
• Basic proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint, with the ability to create and maintain professional communications, documents, spreadsheets, and presentations
• Practical experience using generative AI, Ask Howard or Microsoft Copilot to support business research, data analysis, communications, presentations, or workflow improvement
• Ability to manage multiple tasks simultaneously and communicate effectively with stakeholders
• Ability to build stable internal working relationships across teams
• Comfortable working with moderate complexity assignments under some guidance, applying knowledge to solve simple or standard problems
• Capable of handling assignments that span across teams while remaining primarily an individual contributor
• Growing ability to navigate systems, execute testing procedures, and interpret operational policies with increasing independence

Nice to Haves

• Knowledge of Customer Care operations preferred, including familiarity with front-end and operational systems used within Loyalty, Care, and Sales Centers

Benefits

• This is a remote position that can be located anywhere in the United States, with the exception of Alaska.