📌 Core Information
🔹 Job Title: Associate Director - Digital Customer Growth
🔹 Company: AT&T
🔹 Location: Dallas, Texas
🔹 Job Type: On-site, Full-Time
🔹 Category: Telecommunications
🔹 Date Posted: May 20, 2025
🔹 Experience Level: 7+ years
🔹 Remote Status: On-site (5 days per week)
🚀 Job Overview
Key aspects of this role include:
- Developing and owning the digital support strategy for online customer support
- Analyzing customer inquiries and performance data to drive continuous improvement
- Collaborating with cross-functional teams to gather and document business requirements
- Liaising between business units, UX/UI designers, developers, and other stakeholders
- Managing and developing high-performing teams
ASSUMPTION: This role requires a strategic thinker with a strong customer focus and proven experience in digital strategy or customer support to drive measurable improvements in user satisfaction and business performance.
📋 Key Responsibilities
✅ Develop and own the digital support strategy for online customer support, aligning with overall business goals and customer engagement objectives
✅ Utilize data-driven insights to reduce friction points and achieve measurable outcomes, such as increased self-service adoption, reduced support costs, and improved customer satisfaction
✅ Analyze top customer inquiries, tickets, website engagement, and performance data to identify opportunities for optimization and drive continuous improvement
✅ Serve as a strategic expert for digital support optimization, including site search, website strategy and support flows, social media engagement, and alignment with chat technology teams
✅ Collaborate with stakeholders across product, customer support, marketing, and digital teams to gather and document business requirements for online support solutions, content, and interactions
✅ Translate customer pain points, stakeholder input, and business goals into clear, actionable requirements for digital support experiences
✅ Develop and maintain detailed documentation, including business requirement documents (BRDs), use cases, user stories, and process flows
✅ Act as the liaison between business units, UX/UI designers, developers, and other stakeholders to ensure requirements are properly communicated and implemented
ASSUMPTION: The ideal candidate will have experience in leading or contributing to digital transformation initiatives, particularly in customer support or self-service.
🎯 Required Qualifications
Education: Bachelor’s degree in digital marketing, technology, or related field in customer experience or support
Experience: 7+ years of experience in digital strategy, website engagement, or customer support experience roles
Required Skills:
- Strategic thinking and planning
- Data analysis and interpretation
- Cross-functional collaboration and influencing skills
- User experience (UX) and process improvement
- Documentation and project management
- Team management and development
Preferred Skills:
- Experience with customer relationship management (CRM) systems
- Knowledge of Agile methodologies
- Familiarity with customer support tools and technologies
ASSUMPTION: Preferred skills are not required but would be beneficial for success in this role.
💰 Compensation & Benefits
Salary Range: $158,200 - $237,400 USD Annual
Benefits:
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and 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
Working Hours: 40 hours per week
ASSUMPTION: The salary range provided is based on industry standards for similar roles and experience levels in the telecommunications industry in the Dallas, Texas area.
📌 Applicant Insights
🔍 Company Context
Industry: Telecommunications. AT&T is one of the world's largest telecommunications companies, providing a wide range of services, including wireless, internet, and entertainment.
Company Size: 10,001+ employees. As a large corporation, AT&T offers numerous opportunities for career growth and development.
Founded: 1982 (as a result of the breakup of AT&T Corporation). AT&T has a rich history and a strong reputation in the telecommunications industry.
Company Description:
- AT&T is committed to creating a world where everything works together seamlessly, making life better for its customers.
- The company is driven by its passion to serve customers and deliver innovative solutions that connect people and enhance their lives.
- AT&T is a fair chance employer and provides equal employment opportunity 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.
Company Specialties:
- Wireless Services
- U-Verse
- Enterprise Applications & Managed Hosting Solutions
Company Website: http://www.att.com
ASSUMPTION: AT&T's focus on innovation and customer-centric approach makes it an attractive employer for individuals looking to make an impact in the telecommunications industry.
📊 Role Analysis
Career Level: Mid-level to senior. This role requires a balance of strategic thinking and hands-on execution, making it suitable for experienced professionals looking to grow their careers.
Reporting Structure: This role reports directly to the Vice President of Digital Customer Experience and is responsible for managing a team of digital strategy and support specialists.
Work Arrangement: On-site, 5 days per week. This role requires regular office presence to collaborate effectively with cross-functional teams.
Growth Opportunities:
- Progression to a senior leadership role within the digital customer experience team
- Expansion into other areas of AT&T's business, such as wireless or entertainment services
- Opportunities to work on high-impact projects and initiatives that drive meaningful change for customers and the business
ASSUMPTION: AT&T's large size and diverse business portfolio provide numerous opportunities for career growth and development.
🌍 Location & Work Environment
Office Type: Corporate headquarters. AT&T's Dallas office is a modern, collaborative workspace designed to foster innovation and creativity.
Office Location(s): 208 S Akard St, Concourse, Dallas, TX 75202
Geographic Context:
- Dallas, Texas is a vibrant, multicultural city with a strong job market and numerous amenities
- The cost of living in Dallas is generally lower than in other major metropolitan areas in the United States
- Dallas has a humid subtropical climate, with mild winters and hot, humid summers
Work Schedule: Monday-Friday, 8:00 AM - 5:00 PM, with flexibility for occasional remote work or adjusted hours as needed
ASSUMPTION: The Dallas office provides a dynamic and engaging work environment that supports collaboration and innovation.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with a member of the HR team
- In-depth interview with the hiring manager and/or other team members
- Final interview with the Vice President of Digital Customer Experience
- Background check and offer extension
Key Assessment Areas:
- Strategic thinking and problem-solving skills
- Data analysis and interpretation
- Cross-functional collaboration and communication
- Customer-centric mindset and empathy
- Leadership and team management skills
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Demonstrate your understanding of AT&T's business and the digital customer experience landscape
- Prepare examples of your past achievements in digital strategy, customer support, or related fields
- Be ready to discuss your approach to data-driven decision-making and continuous improvement
ATS Keywords: Digital strategy, customer support, data analysis, cross-functional collaboration, user experience, process improvement, team management
ASSUMPTION: AT&T's application process is designed to assess candidates' skills and cultural fit for the role and the organization.
🛠️ Tools & Technologies
- Customer relationship management (CRM) systems (e.g., Salesforce, Microsoft Dynamics 365)
- Data analysis and visualization tools (e.g., Tableau, Power BI)
- Project management tools (e.g., Asana, Jira)
- Customer support tools (e.g., Zendesk, Freshdesk)
ASSUMPTION: The specific tools and technologies used may vary depending on the team and the project.
👔 Cultural Fit Considerations
Company Values:
- Inspire our customers
- Win together
- Do what's right
- Act with urgency
- Embrace change
- Pursue excellence
Work Style:
- Collaborative and team-oriented
- Data-driven and analytical
- Adaptable and responsive to change
- Customer-focused and empathetic
- Results-oriented and actionable
Self-Assessment Questions:
- How do you inspire customers through innovative digital support experiences?
- Can you provide an example of a time when you won together with a cross-functional team to achieve a common goal?
- How do you embrace change and adapt to new situations in a dynamic work environment?
ASSUMPTION: AT&T's company values and work style are designed to foster a collaborative, customer-centric, and innovative work environment.
⚠️ Potential Challenges
- Managing multiple priorities and deadlines in a fast-paced, dynamic work environment
- Balancing long-term strategic planning with day-to-day continuous improvement opportunities
- Collaborating effectively with cross-functional teams in a matrixed organization
- Adapting to changes in the digital customer experience landscape and AT&T's business priorities
ASSUMPTION: These challenges are inherent to a role that requires strategic thinking, cross-functional collaboration, and adaptability in a dynamic business environment.
📈 Similar Roles Comparison
- This role differs from other digital strategy or customer support roles in its focus on digital customer growth and its responsibility for managing a team of specialists
- AT&T's size and scope provide unique opportunities for career growth and development not available in smaller organizations
- Career paths in this role may lead to senior leadership positions within the digital customer experience team or expansion into other areas of AT&T's business
ASSUMPTION: This role offers a unique blend of strategic thinking, team management, and cross-functional collaboration, making it an attractive opportunity for experienced professionals looking to grow their careers in the telecommunications industry.
📝 Sample Projects
- Developing and implementing a comprehensive digital support strategy for AT&T's business customers, resulting in a 20% increase in self-service adoption and a 15% reduction in support costs
- Analyzing customer data to identify trends and opportunities for optimization, leading to the redesign of AT&T's customer support website and a 30% improvement in user satisfaction scores
- Collaborating with cross-functional teams to gather and document business requirements for a new online self-service solution, ensuring seamless integration with AT&T's existing systems and a successful launch
ASSUMPTION: These sample projects demonstrate the strategic, data-driven, and collaborative nature of the Associate Director - Digital Customer Growth role at AT&T.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics within the digital customer experience team?
- How does AT&T support the professional development and growth of its employees in this role?
- What are the most pressing challenges facing the digital customer experience team, and how can this role help address them?
- How does AT&T measure the success of its digital customer support initiatives, and how will my performance be evaluated in this role?
- What opportunities exist for collaboration and knowledge-sharing with other teams and departments within AT&T?
ASSUMPTION: Asking these questions will help you better understand the role, the team, and the organization, enabling you to make an informed decision about your fit for the position.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare examples of your past achievements in digital strategy, customer support, or related fields
- Be ready to discuss your approach to data-driven decision-making and continuous improvement
- Follow up with the AT&T HR team one week after submitting your application to inquire about your application status
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
