Overall Purpose: Strategically direct and lead large teams, ensuring the development, delivery, and optimization of operations across various technical sub-families to align with organizational goals and drive innovation. Sub-family areas may include Agile, Software Design and Delivery, Tech Business Support for IT orgs, Database, Systems Architecture and Engineering, Systems Technical Support, and Software Delivery Proj/Prog Mgmt. This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. Relocation is offered.

Job Contribution: Develops the organization’s philosophy, departmental strategies and defines long-term goals and alignment with overall business objectives. Typically leads large teams, directly supervising supervisors as well as senior staff within the organization. Plays a significant part in cross-functional initiatives across AT&T. Responsible for influencing decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates. Supervisor: Yes

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:

Team Leadership: Leads staff in developing, supporting, and maintaining new and existing applications or systems, ensuring system integrity.

 Software Development Lifecycle: Oversees the software development lifecycle process, ensuring efficient and effective delivery of solutions.

Vendor and Consultant Coordination: Coordinates with technology vendors, outside consultants, and internal resources for project support and evaluation.

Strategic Collaboration: Works across business areas and IT organizations to identify business issues, develop strategies, and set technical direction.

Project Leadership: Provides leadership for projects, including business case development, requirement definition, detailed planning, resource allocation, and budget tracking.

• Lead the execution of the Customer Contact Transformation strategy, driving large-scale change initiatives designed to reduce customer effort, accelerate digital adoption, and enable AI-powered customer experiences.
• Define and execute the AI transformation strategy and multi-year roadmap, translating customer, business, and technology priorities into a sequenced portfolio of scalable AI capabilities.
• Partner across Technology, Product, Digital, Data, Architecture, and Operations to establish the platforms, reusable capabilities, integration patterns, and data foundations required to accelerate AI delivery and avoid fragmented point solutions.
• Evaluate emerging AI technologies, platforms, and strategic partners, guiding build-versus-buy decisions and using disciplined experimentation, measurable success criteria, and clear scale-or-stop decisions to advance the roadmap.
• Own strategic programs focused on contact elimination, real-time AI assistance, and customer experience transformation, ensuring alignment to enterprise goals and commitments.
• Establish governance structures, operating rhythms, performance management processes, and executive reporting mechanisms to drive accountability and accelerate decision-making across transformation workstreams.
• Drive strategy development, gap analysis, and roadmap creation to achieve long-term customer contact, containment, and AI-assist objectives.
• Partner with senior executives to evaluate opportunities, prioritize investments, define resource requirements, and secure organizational alignment for transformational initiatives.
• Lead identification and removal of systemic customer contact drivers through upstream process improvements, policy changes, technology enhancements, and cross-functional partnerships.
• Oversee development of future-state operating models that enable customer-problem-centric workstreams, rapid experimentation, and scalable execution.
• Partner with Technology, Digital, and Product organizations to assess capability gaps, evaluate future-state technology investments, and accelerate delivery of high-impact transformation initiatives.
• Build executive business cases and funding recommendations, ensuring investment decisions are aligned to enterprise priorities, customer experience outcomes, and measurable business value.
• Lead enterprise change management efforts, including communication strategy, organizational readiness, stakeholder alignment, process adoption, and workforce transformation activities.
• Foster a culture of innovation, experimentation, and continuous improvement by challenging legacy processes, identifying breakthrough opportunities, and scaling successful outcomes across the organization.

Education/Experience: Bachelors degree (BS/BA) desired in Technology-related field. 10+ years of related experience and technical acumen.

Requirements:

• Proven experience leading large-scale business transformation, operating model redesign, AI enablement, digital modernization, or customer experience transformation programs.
• Demonstrated ability to influence across organizational boundaries and drive alignment among senior executives and cross-functional stakeholders.
• Strong strategic planning, organizational design, governance, and portfolio management expertise.
• Experience translating ambitious enterprise objectives into actionable roadmaps, measurable outcomes, and sustainable operating models.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• 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
• Long Term Grants and Deferred Compensation
• Paid Time Off and Holidays (based on date of hire, at least 28 days of vacation each year and 9 company-designated holidays

Weekly Hours:

Time Type:

Location:

Salary Range: