Director of Chat - Digital Customer Growth
Dallas, Texas
Job Description:
Role Overview:
The Director of Chat - Digital Customer Growth will be responsible for leading the end-to-end customer experience for chat across AT&T’s Consumer and Business customer segments. This role will define and execute the strategy for digital chat interactions, ensuring best-in-class service through advanced technology platforms and streamlined operations. Reporting to senior leadership, this role requires a seasoned digital strategist and people leader with deep expertise in the chat technology ecosystem and strong collaboration skills. The Director will manage a high-performing team and partner with key internal stakeholders—including call center operations, human assist teams, and vendor partners—to monitor performance, reduce duplicative work, and enhance the customer and agent experience.
This role is based in Dallas, Texas, requiring in-office presence 5 days/week. Relocation assistance is available for qualified candidates.
Key Responsibilities:
- Define and lead the chat strategy for both Consumer and Business customer segments, owning the full end-to-end digital chat experience.
- Manage and mentor a team of digital professionals, fostering a high-performance, collaborative culture.
- Oversee chat platform vendor management, including guiding vendor selection and overseeing successful platform migrations.
- Serve as a strategic expert in the chat technology landscape, including solutions such as Google CCAI, eva, and asynchronous chat capabilities.
- Collaborate with call center, human assist, and digital operations partners to align on traffic flows, call deflection strategies, agent tools, and contact resolution improvements.
- Analyze chat volume, engagement, and performance data to identify opportunities for optimization and drive continuous improvement.
- Drive increased chat engagement across Consumer and Business segments by implementing proactive strategies, personalization, and optimized customer journeys.
- Develop and articulate chat strategy to senior leadership, ensuring alignment across departments and securing buy-in for long-term investments.
- Drive innovation in the digital engagement space to reduce friction, increase efficiency, and improve CSAT scores through personalized and efficient chat experiences.
Required Qualifications:
- 10+ years of experience in digital strategy, chat platform management, or customer experience roles.
- Experience managing and developing high-performing teams.
- Strong understanding of the chat technology vendor landscape, with hands-on experience implementing and managing platforms such as Google CCAI, eva, and asynchronous solutions.
- Proven success in defining and executing channel strategies at scale within a large enterprise.
- Exceptional collaboration and influencing skills, with experience working cross-functionally in matrixed organizations.
Preferred Qualifications:
- Bachelor’s degree in Business, Marketing, Communications, Technology, or a related field; advanced degree (MBA or equivalent) preferred.
- Experience with consumer and enterprise mobility products.
- Background in telecom, customer support, or contact center environments.
- Familiarity with emerging AI/ML technologies in the chat space.
Desired Outcomes:
- Deliver a cohesive, seamless chat experience that improves customer satisfaction and efficiency across all digital touchpoints.
- Lead successful migration to next-generation chat platforms while maintaining continuity of service.
- Align chat operations with business and support strategies, enabling scalable growth and optimized resource utilization.
- Strengthen internal alignment through transparent communication and strategy articulation to executive stakeholders.
Key Traits:
- Strategic thinker with the ability to translate vision into execution.
- Collaborative leader skilled at building relationships and influencing across the organization.
- Results-driven with strong problem-solving and analytical capabilities.
- Deeply customer-centric and experienced in balancing business priorities with user needs.
- Adaptable and proactive in fast-paced, changing environments.
Benefits and Perks:
At AT&T, we recognize that our people are our most valuable assets. We offer a competitive benefits package designed to enhance well-being and provide peace of mind. Benefits may include:
- Health and Wellness: Comprehensive medical, dental, and vision coverage options.
- Financial Security: 401(k) retirement savings plan with company matching, life insurance, and disability coverage.
- Paid Time Off: Generous vacation, holiday, and sick leave policies to support work-life balance.
- Professional Development: Access to training programs, leadership development opportunities, and tuition reimbursement.
- Additional Perks: Employee discounts, wellness programs, commuter benefits, and more.
A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you will lead transformation surrounded by trailblazing industry leaders like you. You will 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 are at in your career trajectory, you will be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you will 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:
40Time Type:
RegularLocation:
Dallas, TexasSalary Range:
$191,400.00 - $287,200.00It 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-64266 Date posted 05/09/2025
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