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Lead Manager eCommerce, Optimization

Atlanta, Georgia

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Revolutionize Business in our Digital Team

Transform how employees and customers connect

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

 About the Team

The Digital Self-Service online business team is responsible for driving key performance indicators including contact shed, task completion and improved KPIs throughout the online customer’s lifecycle.  This role is part of the Login & Optimization team, responsible for performance areas that cut across the digital self-service journeys.

 About the Job

The Journey Optimization Lead is responsible to understand current performance, identify opportunities, initiate ideas, influence solutions, and track and ensure business outcomes as they relate to the customer’s ability to self-serve online.  They will partner with the Online Self-Service Journey Leads, Analytics, VOC and internal SPT Product teams to identify and define business problems impacting success in this space.  The individual will track outages, defects and other performance issues like latency and drive changes that matter to customers.  The position will drive the resolution of these issues for a specific journey area to improve CSAT and Digital adoption.

 Responsibilities and Day-to-Day View

Analyze performance, propose solutions, and oversee resolution efforts. Work closely with Online Self-Service Journey Leads, Analytics, VOC and internal SPT Product teams to improve online self-service journey performance.  Manage journey effectiveness by analyzing data from customer satisfaction surveys, click stream data, and web analytics; report all findings, as well as suggestions for additional improvements based on the data acquired. Work with minimal supervision on highly complex projects. Broad latitude for independent judgment. Assist less experienced peers. Expert knowledge of the field.


5 or more years of ecommerce, product management, business operations or marketing experience preferred

 Education: Bachelor’s degree preferred

 Competencies to include:

•    Business Data Analysis

•    Analytical Thinking

•    Business Assessment

•    Process Management

•    Customer Experience

•    Results delivery

•    Innovation and change

•    Online Marketing

•    Requirements Analysis

•    User Experience Design

 AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!

Job ID 2130463-1 Date posted 10/26/2021
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