This position requires office presence of 5 days per week and is only located in the location(s) posted.

Role Overview: As the Director-Call Center Operations, you will develop and execute strategies to deliver exceptional customer service to AT&T Consumer customers via chat. This role involves driving innovation and transformation across AT&T’s digital chat platforms, ensuring alignment with business objectives, enhancing customer experiences, and delivering measurable growth. You will collaborate with senior leadership and key stakeholders to evolve AT&T’s digital platforms to meet customer expectations. This position requires a strong background in chat platform technology, including asynchronous messaging, and leadership experience in managing high-performing external vendor teams to achieve operational excellence.

Key Responsibilities:

• Strategic Leadership: Develop and implement operational strategies to enhance customer engagement, optimize digital platforms, and drive measurable growth within AT&T's digital ecosystem.

• Vendor Management: Lead and oversee mobility and broadband vendor operations teams to ensure efficient service delivery across various Consumer business lines (sales, service, retention, tech, and social media).

• Partner: Build strong cross-functional partnerships with key departments to align priorities, remove barriers, and deliver a seamless, outstanding customer experience.

• Data-Driven Insights: Leverage analytics and user insights to identify opportunities and challenges, influence stakeholders, and deploy emerging technologies that prioritize the customer experience.

• Digital Transformation: Drive platform optimization and expansion to align with business goals and emerging digital trends.

Qualifications:

 Required:

• Education: Bachelor’s degree in Business, Administration, Computer Science, or a related field (advanced degree such as MBA preferred).

• Experience:

o 5-7+ years in digital strategy, platform management, or related roles.

o Proven expertise in leading large vendor operations, including managing and developing high performing teams.

• Technical Skills: Strong analytical mindset with experience using data-driven insights to optimize performance.

• Collaboration: Ability to navigate and succeed in a highly matrixed organization while building strong relationships across departments. Preferred:

• Experience in large-scale digital operations and transformation initiatives.

• Familiarity with emerging digital trends, technologies, and performance measurement frameworks.

 • Six Sigma/Gen AI experience in customer care operations is encouraged. Desired Outcomes:

• Market Differentiation: Position AT&T as a leader in digital customer care, fueling long-term growth.

• Data-Driven Strategy: Implement processes to enhance customer journeys, improve site performance, and drive digital sales growth.

• Technology Enhancements: Develop robust, scalable, and secure digital infrastructure that seamlessly integrates emerging technologies to improve customer experiences.

Key Traits for Success

• Strategic Vision: Ability to develop and execute strategies aligned with business goals and deliver impactful results.

• Innovative Leadership: Foster a culture of continuous improvement and innovation within teams and operations.

• Collaborative Approach: Skilled in building strong relationships across cross-functional teams and influencing decision makers.

• Data-Driven Decision Making: Analytical mindset with expertise in leveraging data to inform strategies and operational improvements.

• Adaptability: Agile and proactive in a fast-paced, evolving digital landscape.

• Communication: Excellent leadership, communication, and project management skills.

• Initiative: Self-starter who thrives in dynamic environments and takes ownership of challenges. Benefits and Perks:

Why This Role is Exciting: This position offers the opportunity to lead AT&T’s digital platform evolution and shape the future of customer experiences in the telecommunications industry. As a key leader, you will play a pivotal role in driving innovation, operational excellence, and customer satisfaction while contributing to AT&T’s long-term success

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

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