Lead Performance Architect

AT&T

Performance Architect working in Customer Care, focusing on performance solutions and operational results. Collaborating with leaders and teams to diagnose challenges and implement improvements.

Posted 7/16/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesSenior💰 $94,300 - $141,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer care and performance consulting, leveraging strong analytical skills to translate data into actionable insights. Proven ability to influence leaders and drive results through collaboration and continuous improvement initiatives.

Highest-signal resume keywords

Customer Care ExperiencePerformance ConsultingAnalytical SkillsCross-Functional Initiative LeadershipMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance ImprovementOperational MetricsCall ListeningStakeholder Engagement

Soft Skills

Influencing LeadersCollaborationCoachingAccountabilityChange Management

Tools & Technologies

Power BIWorkforce Analytics Tools

Industry Keywords

Contact Center OperationsLearning and DevelopmentOrganizational Effectiveness

About the role

Key responsibilities & impact

Partner with Customer Care leaders to understand business priorities, operational goals, and performance challenges.
Identify root causes of performance gaps through analysis, observations, call listening, and stakeholder engagement.
Recommend and implement solutions that improve employee effectiveness and operational results.
Collaborate with Learning Design and Delivery teams to develop and deploy performance solutions.
Equip leaders with tools, insights, and strategies to strengthen coaching, accountability, and team performance.
Utilize data, analytics, and operational metrics to identify trends, measure impact, and inform recommendations.
Support change initiatives and reinforce adoption of new skills, behaviors, and processes.
Share best practices and identify opportunities to drive continuous improvement across the organization.

Requirements

What you’ll need

Experience in customer care, contact center operations, learning and development, organizational effectiveness, or performance consulting.
Strong analytical skills with the ability to translate data into actionable recommendations.
Proven ability to influence leaders and drive results in a matrixed environment.
Experience leading cross-functional initiatives and managing multiple priorities.
Proficiency with Microsoft Office applications; experience with Power BI and workforce analytics tools preferred.

Benefits

Comp & perks

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