Lead Digital Customer Growth - Self-Service and Support
Dallas, Texas
Job Description:
This position requires office presence of a of 5 days per week and is only located in the location(s) posted. No relocation is offered.
Work Location: Dallas, TX
Overview: Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology Experience team delivers innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future—you’ll create it.
Summary: We’re seeking a Digital Strategy leader to drive the end-to-end planning, execution, and governance of initiatives focused on online self-service and support for AT&T Business customers. This role will lead the development and prioritization of business requirements, aligning digital solutions with overarching business objectives to deliver a seamless, frictionless customer experience across online registration, login success, self-service account management and automation of digital support channels.
Position Details:
As the strategic owner, you will synthesize business goals, user needs, and operational processes into a clear, actionable roadmap. You will spearhead cross-functional collaboration by facilitating workshops and research efforts to gather comprehensive insights, then translate these into structured, detailed Business Requirements Documents (BRDs) that define key features, user workflows, and measurable success criteria.
Leveraging strong project management skills, you will coordinate with technology teams to prioritize enhancements, manage timelines and resources, and ensure rigorous tracking of usability improvements and customer satisfaction metrics. Your leadership will be pivotal in steering digital transformation initiatives that elevate AT&T’s online servicing capabilities and drive sustained customer engagement and loyalty.
Key Roles and Responsibilities:
·Develop strategy and business requirements for self-service and online customer support features, aligned with business goals and customer engagement objectives.
·Partner with stakeholders across product, support, marketing, and digital teams to gather, document, and translate customer pain points and business goals into clear, actionable requirements.
·Collaborate with product and development teams to update the website for enhancements in login, authentication, registration, account management, and product servicing.
·Leverage data-driven insights and analyze customer inquiries, tickets, and website performance to identify friction points and optimize digital support, driving increased self-service adoption, reduced support costs, and improved satisfaction.
·Serve as a strategic expert in digital support optimization, including site search, support flows, social media engagement, and coordination with chat technology teams for consistent customer resolutions.
·Develop and maintain comprehensive documentation such as BRDs, use cases, user stories, and process flows.
Qualifications:
- 5+ years of experience in digital strategy, web site engagement, or customer support experience roles preferred.
- Bachelor’s degree in digital marketing, technology, or related field preferred.
- Background in leading or contributing to digital transformation initiatives, particularly in customer support or self-service.
- Ability to present recommendations and strategies to leadership, articulating how proposed solutions will drive business outcomes and improve customer experiences.
- Exceptional collaboration and influencing skills, with experience working cross-functionally in matrixed organizations.
- Ability to balance long-term strategy while delivering on day-to-day continuous improvement opportunities.
Our Lead Digital Customer Growth earns between$143,800 - $215,800 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and 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
Why Join Us: A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformative projects surrounded by trailblazing industry leaders. You’ll 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. Regardless of your career trajectory, you’ll be rewarded by the impact you make in the lives of millions.
Equal Opportunity Employer: AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state, and local laws.
Ready to make a difference with AT&T?
Apply today.
Weekly Hours:
40Time Type:
RegularLocation:
Dallas, TexasSalary Range:
$143,800.00 - $215,800.00It 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-79890 Date posted 08/22/2025
Benefits
Your needs? Met. Your wants? Considered. Take a look at our comprehensive benefits.
- Paid Time Off
- Tuition Assistance
- Insurance Options
- Discounts
- Training & Development
Our hiring process
Apply Now
Confirm your qualifications align with the job requirements and submit your application.
Assessments
You may be required to complete one or more assessments, depending on the role.
Interview
Get ready to put your best foot forward! More than one interview may be necessary.
Conditional Job Offer
We’ll reach out to discuss a conditional job offer and the next steps to joining the team.
Background Check
Timing is important – complete the necessary actions to proceed with onboarding.
Welcome to the Team!
Congratulations! It’s time to experience #LifeAtATT.
Check your email (and SPAM) throughout the process for important messages and next steps.
Connect today
Didn’t find what you were looking for here? Sign up for our job alerts so we can connect and share the latest.