Lead Human Assist Strategy – Lead Digital Customer Growth
AT&T
full-time
Posted on:
Location Type: Office
Location: Dallas • Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $143,800 - $215,800 per year
Job Level
Senior
Tech Stack
PythonSQLTableau
About the role
- Analyze chat/call interactions to identify friction points in the digital experience that cause a customer to engage with a human assist channel
- Coordinate with partners to address funnel issues and identify optimization opportunities that will increase customer satisfaction and digital conversion
- Champion initiatives that balance self-service automation with high value human assist interactions
- Collaborate with cross functional teams to develop a 5-year digital roadmap for human assist
- Benchmark AT&T’s digital performance against industry standards and internal goals, and implement data standardization best practices
Requirements
- Preferred Bachelor’s degree in Business, Marketing, Analytics or related field
- 5+ years of experience in digital marketing or go-to-market (GTM) execution
- Strong ability to synthesize data and deliver actionable recommendations
- Skilled in tailoring communications for diverse, cross-functional audiences
- Experience collaborating with cross-functional teams
- Strong understanding of omni-channel experience design, especially human/digital hybrid interactions
- Familiarity with content and campaign performance tools
- Experience in digital technology delivery
- Background in telecom, digital media, or subscription-based models
- Advanced proficiency in SQL, Snowflake, Python, Power BI, and Tableau
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLSnowflakePythonPower BITableaudigital marketinggo-to-market executiondata standardizationomni-channel experience designdigital technology delivery
Soft skills
synthesize datadeliver actionable recommendationstailoring communicationscollaborating with cross-functional teamschampioning initiativesaddressing funnel issuesidentifying optimization opportunitiesincreasing customer satisfactiondeveloping digital roadmapbenchmarking performance
Certifications
Bachelor’s degree in BusinessBachelor’s degree in MarketingBachelor’s degree in Analytics