Job Description:

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

Work Locations: Dallas, TX or Bothell, WA

Role Overview:

The Human Assist Strategy lead will serve as a strategic advisor to the Assistant Vice President of Digital Strategy, responsible for shaping AT&T’s service delivery and customer support experience across human-assisted touchpoints, both online and in-store. This role will provide data-driven recommendations to enhance the quality and efficiency of interactions involving customer support agents, digital chat, and retail associates. The ideal candidate will champion operational performance, customer satisfaction, and platform improvements that elevate the Human Assist experience. They will work cross-functionally to influence the roadmap for experience enhancements and funnel improvements while tracking key performance indicators such as call volume, completion percentages, resolution rates, and service satisfaction scores.

Key Responsibilities:

• Identify opportunities to optimize human-assisted servicing touchpoints across digital and physical channels.
• Monitor and analyze Human Assist KPIs, including transaction performance, resolution time, and CSAT scores.
• Recommend platform and experience enhancements that reduce customer effort and improve conversion.
• Lead reporting on Human Assist effectiveness across enterprise segments.
• Collaborate with digital product, analytics, customer experience, and operations teams to drive roadmap alignment.
• Champion initiatives that balance self-service automation with high-value Human Assist interactions.

Qualifications:

Preferred:

• Bachelor's degree in Business, Analytics, Digital Strategy, or Customer Experience.
• 8+ years of experience in customer experience, human-centered design, or performance analytics.
• Demonstrated ability to synthesize service data into executive-level insights.
• Strong understanding of omni-channel experience design, especially human/digital hybrid interactions.

• Experience working in telecommunications or enterprise digital services.
• Familiarity with GTM strategy and customer service technologies.

Desired:

• Improved Human Assist conversion and resolution performance.
• Quantifiable service satisfaction gains across human-assisted channels.
• Enhanced roadmap influence tied to platform investment and CX strategy.

Key Traits:

• Strategic, customer-obsessed mindset.
• Analytical thinker who thrives on performance data.
• Collaborative operator with a bias for action.

Our Lead Human Assist Strategy – Lead Digital Customer Growth earn between $143,800 - $215,800 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, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll 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 you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T, you’ll 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.

Weekly Hours:

40

Time Type:

Regular

Location:

Dallas, Texas

Salary Range:

$143,800.00 - $215,800.00

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.

Job ID R-72107 Date posted 07/10/2025