Principal - Digital Growth Service and Support

Job Description:

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

Work Locations:  Dallas, TX or Atlanta, GA or El Segundo, CA or Bothell, WA 

Position Summary:

Principle – Digital Growth Service and Support will be individual contributor and subject matter expert (SME) focused on Service and Support development backlog and business support systems evolution (BSSe) Transformation specifically supporting the Small Business and Consumer segments. This role will drive the strategic evolution of AT&T’s approach to key mandates—such as development prioritization of the Service and Support development Pod, Solving customer problems, how we measure success and our alignment of the transformation on the BSSe platform.

Additional Details:

While this is not a people-management role, it requires a highly experienced and influential leader who can drive results through cross-functional collaboration while supporting the customer’s holistic digital experience.

Key Responsibilities:

• Serve as the subject matter expert on Orchestration of Digital and BSSe project integration customer service experiences for the Business and Consumer segments.
• Lead the strategic execution of the Service and Support Development Pod, ensuring a balance between compliance, operational efficiency, and customer experience.
• Act as the primary point of contact for Digital regarding the interpretation and implementation of BSSe in service and support initiatives.
• Collaborate with cross-functional partners, including Product, Development, Legal, Compliance, UX, Engineering, and other teams, to guide the implementation of customer-friendly digital solutions.
• Ensure consistent alignment between Digital strategy and broader enterprise mandates, acting as the single source of truth for the Service and Support backlog.
• Develop documentation, playbooks, and executive updates to articulate strategy, track progress, and inform leadership of upcoming development and transformation implications.
• Proactively identify and address risks, offering strategic solutions to meet mandates without compromising the customer experience.

Qualifications:

• Bachelor’s degree in Business, Information systems, or a related field; advanced degree (e.g., JD, MBA) preferred.
• 10+ years of experience in Technology systems, digital operations, or capital advisory roles within large, complex organizations.
• Deep knowledge of agile ways of working and operations related to digital customer support.
• Strong experience interpreting and applying regulatory guidance within a digital or telecom environment.
• Proven ability to lead cross-functional initiatives
• Excellent written and verbal communication skills, with the ability to influence at all levels of the organization.

Additional Qualifications:

• Experience working on initiatives tied to service and support operations within digital platforms.
• Familiarity with customer experience principles, UX practices, and service design.
• Background in telecom, technology, or other highly regulated industries.

Candidates with arrest or convictions records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Relevant Material Job Duties for which Criminal History may have a direct adverse, and negative relationship potentially resulting in the withdrawal of the Conditional Offer of Employment

Contact with Customers/Candidates/Clients

Safety Sensitivity (Vehicle/Tool/Machine Operation - if applicable)

Handling/Proximity to Sensitive Information

Our Principal Product Technology - Digital Growth Service and Support earn between $158,200 - $237,400 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
• Adop