Customer Care Operations Specialist, Project Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in managing project tasks related to both internal and external partner Customer Care operations.

• Utilize project management skills, tools, and techniques for the effective management of scope, quality, schedule, and resources.

• Implement approved AI and digital productivity tools to enhance documentation, communication, testing, and process enhancement.

• Review and confirm the accuracy, completeness, and business context of AI-generated information.

• Execute established test cases and scripts for front-end system evaluations.

• Record test outcomes, identify inconsistencies, and escalate any potential issues.

• Navigate front-end interfaces, simulate user workflows, and deliver structured feedback.

• Support project oversight and facilitate communication with stakeholders.

• Coordinate regular project activities with minimal supervision.

• Acquire a working understanding of the front-end and operational systems utilized within the Loyalty, Care, and Sales Centers.

• Utilize internal platforms and applications for tracking projects, communication, and documentation.

• Apply knowledge of center-specific policies, procedures, and operational processes.

• Request clarification from supervisors or subject matter experts when necessary.

• Enhance system proficiency and knowledge of center operations.

⛳️ Requirements

• 1–3 years of pertinent project management experience.

• Familiarity with project management principles and tools.

• Preferred knowledge of Customer Care operations, including front-end and operational systems used in Loyalty, Care, and Sales Centers.

• Basic proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.

• Practical experience with generative AI, Ask Howard, or Microsoft Copilot for business research, data analysis, communications, presentations, or workflow enhancement.

• Capability to manage multiple tasks concurrently while effectively communicating with stakeholders.

• Ability to cultivate stable internal working relationships across teams.

• Comfortable handling moderately complex assignments with some guidance.

• Able to manage assignments that span multiple teams while primarily functioning as an individual contributor.

• Developing capacity to navigate systems, execute testing procedures, and interpret operational policies with increasing autonomy.

• A background check may be necessary due to routine access to DIRECTV and DIRECTV customer proprietary data.

• Qualified candidates with prior arrests or convictions will be considered in accordance with local ordinances and state law.

• Must reside in the United States, excluding Alaska.

🏝️ Benefits

• Competitive compensation that aligns with market standards.

• Base salary determined by work location, job-related skills, experience, and relevant education or training.

• Bonus and benefits included in the overall compensation package (specific amounts not disclosed).