Lead Human Assist Strategy – Lead Digital Customer Growth - Remote

Overview

The Human Assist Strategy lead will serve as a strategic advisor to enhance AT&T’s service delivery and customer support experience across human-assisted touchpoints, both online and in-store.

In Short

• Shape service delivery and customer support experience.
• Provide data-driven recommendations to enhance interactions.
• Monitor and analyze Human Assist KPIs.
• Collaborate with cross-functional teams for roadmap alignment.
• Champion initiatives balancing self-service and human interactions.
• Drive performance data analysis to improve service.
• Lead reporting on Human Assist effectiveness.
• Identify optimization opportunities across channels.
• Enhance customer satisfaction and conversion rates.
• Work in a dynamic telecommunications environment.

Requirements

• Bachelor's degree in Business, Analytics, or related field.
• 8+ years in customer experience or performance analytics.
• Strong understanding of omni-channel experience design.
• Proven ability to synthesize service data into insights.
• Experience in telecommunications or digital services.
• Familiarity with customer service technologies.
• Strategic and customer-obsessed mindset.
• Analytical thinker with a performance data focus.
• Collaborative operator with a bias for action.
• Quantifiable gains in service satisfaction.

Benefits

• Medical/Dental/Vision coverage.
• 401(k) plan.
• Tuition reimbursement program.
• Paid Time Off and Holidays.
• Paid Parental and Caregiver Leave.
• Adoption Reimbursement.
• Disability Benefits.
• Life and Accidental Death Insurance.
• Employee Assistance Programs (EAP).
• Employee discounts on AT&T services.