Lead Human Assist Strategy – Lead Digital Customer Growth

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted.  No relocation is offered

Work Locations:  Dallas, TX or Bothell, WA

Role Overview:

The Digital Performance Lead for Human Assist Strategy will be responsible for optimizing human touch points digitally. The ideal candidate will have a background in customer satisfaction, digital implementation and be an expert in delivering data driven recommendations.

Key Responsibilities:

• Analyze chat/call interactions to identify friction points in the digital experience that cause a customer to engage with a human assist channel.
• Coordinate with partners to address funnel issues and identify optimization opportunities that will increase customer satisfaction and digital conversion.
• Champion initiatives that balance self-service automation with high value human assist interactions.
• Collaborate with cross functional teams to develop a 5-year digital roadmap for human assist.
• Benchmark AT&T’s digital performance against industry standards and internal goals, and implement data standardization best practices

Qualifications:

Preferred

• Bachelor’s degree in Business, Marketing, Analytics or related field
• 5+ years of experience in digital marketing or go-to-market (GTM) execution
• Strong ability to synthesize data and deliver actionable recommendations
• Skilled in tailoring communications for diverse, cross-functional audiences
• Experience collaborating with cross-functional teams
• Strong understanding of omni-channel experience design, especially human/digital hybrid interactions.
• Familiarity with content and campaign performance tools
• Experience in digital technology delivery
• Background in telecom, digital media, or subscription-based models
• Advanced proficiency in SQL, Snowflake, Python, Power BI, and Tableau

Desired:

• Strong understanding of omni-channel experience design, especially human/digital hybrid interactions.
• Experience presenting executive-level reports
• Skilled in aligning operations across multiple execution channels

Key Traits:

• Strategic, data-driven decision-maker with advanced business acumen
• Results-oriented professional with strong attention to detail
• Collaborative and reliable team contributor
• Clear and effective communicator with a focus on execution

Our Digital Performance Lead - Human Assist Strategy earn between $143,800 - $215,800 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. From health insurance to tuition reimbursement and paid time off to discounts on products and services just to name a few. There is a lot to be excited about around here. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

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

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.

Ready