Director-Call Center Operations

Role 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. The 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 Consumer business lines (sales, service, retention, tech, and social media).
• Partner Collaboration: 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.

Qualifications

• Education: Bachelor’s degree in Business, Administration, Computer Science, or a related field (advanced degree such as MBA preferred).
• Experience: 5‑7+ years in digital strategy, platform management, or related roles; proven expertise in leading large vendor operations 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

• Position AT&T as a leader in digital customer care, fueling long‑term growth.
• Implement processes to enhance customer journeys, improve site performance, and drive digital sales growth.
• Develop robust, scalable, and secure digital infrastructure that seamlessly integrates emerging technologies to improve customer experiences.

Key Traits for Success

• Strategic vision to develop and execute strategies aligned with business goals.
• Innovative leadership that fosters a culture of continuous improvement.
• Collaborative approach with strong relationship‑building across cross‑functional teams.
• Data‑driven decision making using analytical expertise.
• Adaptability in a fast‑paced, evolving digital landscape.
• Excellent communication, leadership, and project management skills.
• Self‑starter initiative, thriving in dynamic environments and taking ownership of challenges.

Benefits and Perks

• Medical, dental, and vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid parental leave
• Paid caregiver leave
• Additional sick leave (unprotected)
• Adoption reimbursement
• Short‑term and long‑term disability benefits
• 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% on eligible AT&T mobility plans, accessories, internet (including fiber where available), and phone services
• Long‑term grants and deferred compensation
• Paid time off and holidays (at least 28 days of vacation per year and 9 company‑designated holidays)

Pay

Annual salary range: $158,200 – $237,400 USD. Individual starting salary may depend on geography, experience, expertise, and education/training.

Schedule

• Location: Dallas, Texas
• Weekly hours: 40 (regular time type)
• Office presence: 5 days per week (on‑site only)