Lead Qual/M&P Process

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.

At AT&T Business, we are transforming how enterprise customers experience service delivery through AI, automation, and intelligent systems.

This role will lead the redesign of fiber service delivery by embedding AI-driven capabilities into operational workflows, improving speed, reliability, scalability, and customer experience.

You will act as a technology and operations transformation leader, partnering across service delivery, engineering, and operations teams to deploy AI-enabled solutions in production environments.

As a Lead Qual/M&P Process your tasks may include, but are not limited to, the following:

• An experienced AI professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge.
• Leads significant projects with strategic autonomy, influencing executive decisions.
• Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.
• This is not a traditional quality/process improvement role
• This role is intended to attract candidates with hands-on experience driving AI-enabled transformation in operations

Key Responsibilities:

What You’ll Do:

• Lead AI-driven transformation initiatives across service delivery operations
• Design and implement automation and intelligent workflows to improve efficiency and customer experience
• Identify opportunities to replace manual processes with AI-enabled or automated solutions
• Apply data-driven problem solving and root cause analysis to address systemic operational issues
• Partner with cross-functional teams to deploy and operationalize AI capabilities at scale
• Define and track performance improvements tied to AI adoption and automation outcomes
• Translate business requirements into scalable AI and automation use cases
• Lead initiatives with high visibility and direct impact on customer experience and operational performance

What You’ll Bring:

• Experience applying AI, machine learning, automation, or advanced data-driven solutions in operational environments
• Proven track record of improving business processes through technology, automation, or AI
• Strong problem-solving skills with a focus on scaling operational improvements
• Experience working in complex service delivery, telecom, supply chain, or large-scale operations environments
• Ability to translate business challenges into technology-enabled solutions
• Experience leading cross-functional initiatives with senior leadership visibility

Supervisor role:

• No

Education:

• Bachelor’s degree (BS/BA) desired

Experience:.

• 5+ years of related and proven experience.
• Certification is required in some areas.

 Our Lead Qual/M&P Process - (AI Transformation Focus), earns between $106,100 - $178,200 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. 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

IMPROTANT NOTICE FOR CALIFORNIA:

Candidates with arrest or convictions records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act. Relevant Material Job Duties for which Criminal History may have a direct adverse, and negative relationship potentially