Assoc Director-Digital Customer Growth

Job Description:

About AT&T:
At AT&T we are redefining the future of connectivity. Our passion lies in serving our customers by delivering products and services that foster meaningful connections enhance lives and empower millions to share the stories and experiences that matter most. Our corporate teams thrive on innovation and are dedicated to transforming our business in areas like marketing finance and beyond. Join us and bring your bold ideas to help shape the future.

Job Summary:

Were seeking an innovative and customer-focused Digital Strategy leader to drive the identification analysis and prioritization of business requirements for AT&Ts Business digital customer support experiences and online self-service solutions. This role is pivotal in shaping the vision and strategy for our digital customer experience ensuring customers enjoy seamless and intuitive interactions with our brand while enabling them to find solutions and resolve issues independently. The ideal candidate will bring strong business acumen strategic thinking and a deep understanding of customer needs to deliver measurable improvements in user satisfaction and business performance.

Work Location: Dallas TX

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

Key Responsibilities:

• Develop and own the digital support strategy for online customer support aligning with overall business goals and customer engagement objectives.
• Understand and utilize data-driven insights to reduce friction points and achieve measurable outcomes such as increased self-service adoption reduced support costs and improved customer satisfaction.
• Analyze top customer inquiries tickets web site engagement and performance data to identify opportunities for optimization and drive continuous improvement.
• Serve as a strategic expert for digital support optimization including site search web site strategy and support flows social media engagement and alignment with chat technology teams to ensure customers are resolving questions via consistent responses across self-service.
• Collaborate with stakeholders across product customer support marketing and digital teams to gather and document business requirements for online support solutions content and interactions.
• Translate customer pain points stakeholder input and business goals into clear actionable requirements for digital support experiences.
• Develop and maintain detailed documentation including business requirement documents (BRDs) use cases user stories and process flows.
• Act as the liaison between business units UX/UI designers developers and other stakeholders to ensure requirements are properly communicated and implemented.

Qualifications:

• 7 years of experience in digital strategy web site engagement or customer support experience roles.
• Bachelors degree in digital marketing technology or related field in customer experience or support.
• Background in leading or contributing to digital transformation initiatives particularly in customer support or self-service.
• Experience managing and developing high-performing teams.
• Ability to present recommendations and strategies to leadership articulating how proposed solutions will drive business outcomes and improve customer experiences.
• Exceptional collaboration and influencing skills with experience working cross-functionally in matrixed organizations.
• Work with cross-functional teams to balance long-term strategy while delivering on day-to-day continuous improvement opportunities.

Our Assoc Director-Digital Customer Growth earn between $158200 - $237400 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 youll lead transformation surrounded by trailblazing industry leaders like you. Youll 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 youre at in your career trajectory youll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T youll 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 to close the deal on a career with AT&T

Apply today.

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local law. In addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.