Lead Product Management & Develop

This is a full-time onsite role based in the location(s) posted and is performed from the designated work location five days per week. No relocation is offered.

Lead Product Management & Develop - Wireline Transformation and Legacy Product Retirement

Introduction

Build a more connected world by transforming the customer experience and helping customers transition to modern products and technologies. Our Product teams help shape the future of connectivity by simplifying platforms, improving operations, and delivering solutions that meet evolving customer needs. In this role, you’ll lead strategic wireline transformation initiatives that retire legacy voice products, platforms, services, technologies, and processes. Your work will help protect service continuity, improve the migration experience, reduce operational complexity, and advance the business toward its target end state.

Job overview

As a Lead Product Manager for Wireline Transformation and Legacy Product Retirement, you’ll define and execute transformation roadmaps, develop product-sunset strategies, evaluate customer and business impacts, and coordinate customer migrations to target products and technologies.

You’ll partner closely with customer-care call centers and teams across network, engineering, operations, sales, marketing, finance, legal, regulatory, and corporate communications. Together, you’ll plan operational readiness, prepare customer-care representatives, develop internal and customer-facing communications, monitor performance, and establish feedback loops that support a consistent customer experience throughout each transition.

What you’ll do

• Lead transformation and product-retirement strategy: Define and communicate the wireline transformation strategy, roadmap, measurable outcomes, sunset milestones, dependencies, decision points, and readiness criteria for legacy products, platforms, technologies, services, and processes.
• Plan customer migrations: Segment affected customers, establish migration strategies, and define paths to target end-state products or technologies while managing customer retention, service continuity, and escalation risks.
• Develop business cases and impact assessments: Analyze customer, revenue, cost, network, operational, and state and federal regulatory impacts; create business cases supporting product retirement, platform simplification, and customer migration.
• Prepare customer-care operations: Partner with call-center leaders on contact-demand forecasting, staffing considerations, call-flow planning, operational readiness, and escalation paths. Coordinate agent procedures, training, product-transition guidance, knowledge articles, frequently asked questions, call scripts, and job aids.
• Coordinate communications and technical execution: Develop internal and customer-facing communication plans with customer care, marketing, sales, legal, regulatory, corporate communications, engineering, network, and other stakeholders. Address technical dependencies and decommissioning requirements while keeping representatives informed about milestones, offers, migration options, policy changes, and known issues.
• Manage governance, risk, and performance: Lead cross-functional governance, resolve escalations, and manage risks involving billing, ordering, revenue, service continuity, operational readiness, customer migration, and escalation resolution. Track and report migration progress, customer retention, contact volume, customer sentiment, cost savings, and decommissioning progress to senior leadership.

What you’ll need

• Product-sunset and migration planning: Experience building and executing complex product-retirement, customer-migration, or technology-transformation plans.
• Wireline and telecommunications knowledge: Understanding of wireline products, network technologies, service delivery, and related operational processes.
• Business-case and roadmap development: Ability to develop business cases, prioritize initiatives, define roadmaps, and establish measurable milestones and readiness criteria.
• Data analysis: Ability to interpret customer, financial, revenue, cost, operational, network, and product-performance data and translate findings into recommendations.
• Contact-center operational planning: Experience supporting demand forecasting, call-flow planning, workforce considerations, knowledge management, training, communications, and escalation processes.
• Risk and dependency management: Ability to manage cross-functional dependencies and risks involving service continuity, customer migration, billing, ordering, revenue, operational readiness, and platform decommissioning.

What you’ll bring

• Education or equivalent experience: Bachelor’s degree or equivalent relevant experience.
• Relevant experience: Approximately 5-8 years of product management, business transformation, telecommunications, or related experience.
• Transformation leadership: Experience managing complex product-sunset, customer-migration, or technology-transformation initiatives.
• Customer-care partnership: Experience partnering with customer-care or contact-center organizations on operational planning, training, and communications.
• Cross-functional leadership: Strong communication, presentation, negotiation, and stakeholder-management skills, with demonstrated success managing competing priorities, dependencies, risks, escalations, and senior-leadership updates.
• Preferred experience: Knowledge of consumer wireline products, customer lifecycle management, service migrations, or transformation programs. Familiarity with call-center operations, workforce planning, knowledge management, agent training, and contact-volume forecasting is preferred, along with experience creating customer communications, agent scripts, frequently asked questions, job aids, and escalation procedures.

Help shape the future of wireline connectivity by making complex transitions easier for customers and the teams that support them. You’ll have the opportunity to lead high-impact transformation programs, collaborate across the organization, and deliver measurable improvements in customer experience, operational efficiency, and platform simplification.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.