Director-Call Center Operations

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

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.

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:

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.

Why This Role is Exciting: This position offers the opportunity to lead AT&T’s