Specialist, customer care operations project mgmt

The Specialist, Customer Care Operations Project Management is a developing project management professional supporting Customer Care/Call Center initiatives with increasing independence. This individual executes predetermined project assignments by applying standard procedures to address tasks related to execution and delivery. The Specialist works on projects to analyze situations, identify risks, and help obtain solutions, while building stable internal working relationships across the Loyalty, Care, and Sales Centers. Success in this role is driven primarily by the individual's growing skill set and functional expertise, as the Specialist applies project management fundamentals to manage smaller project components within the broader Customer Care operations environment.

Day-to-Day 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.

Qualifications

• 1 – 3 years of relevant project management experience (developing professional level).
• Working knowledge of project management principles and tools.
• Knowledge of Customer Care operations preferred, including familiarity with front-end and operational systems used within Loyalty, Care, and Sales Centers.
• 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.
• May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.
• This is a remote position that can be located anywhere in the United States, with the exception of Alaska. #LI-Remote

A career with us comes with big rewards: DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

DIRECTV WAGE ZONES: $62,643 - $113,747

• Low (N1): $62,643 - 93,965
• Mid (N2): $65,940 - 98,910
• High (N3): $72,534 - 108,801
• Top (N4): $75,831 - 113,747

Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.

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