📌 Core Information
🔹 Job Title: Director of Chat - Digital Customer Growth
🔹 Company: AT&T
🔹 Location: Dallas, Texas
🔹 Job Type: On-site, Full-time
🔹 Category: Telecommunications
🔹 Date Posted: May 9, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site (5 days/week)
🚀 Job Overview
Key aspects of this role include:
- Leading the end-to-end customer experience for chat across AT&T’s Consumer and Business segments
- Defining and executing the strategy for digital chat interactions
- Managing and mentoring a high-performing team
- Collaborating with internal stakeholders to enhance customer and agent experiences
- Overseeing chat platform vendor management and migrations
ASSUMPTION: This role requires a seasoned digital strategist and people leader with deep expertise in the chat technology ecosystem and strong collaboration skills.
📋 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
ASSUMPTION: This role involves a high degree of strategic thinking, collaboration, and data-driven decision making to optimize chat experiences and drive business growth.
🎯 Required Qualifications
Education: Bachelor’s degree in Business, Marketing, Communications, Technology, or a related field; advanced degree (MBA or equivalent) preferred
Experience: 10+ years of experience in digital strategy, chat platform management, or customer experience roles
Required Skills:
- Proven success in defining and executing channel strategies at scale within a large enterprise
- Strong understanding of the chat technology vendor landscape, with hands-on experience implementing and managing platforms such as Google CCAI, eva, and asynchronous solutions
- Exceptional collaboration and influencing skills, with experience working cross-functionally in matrixed organizations
- Proven ability to manage and develop high-performing teams
Preferred Skills:
- 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
ASSUMPTION: Candidates with a strong background in digital strategy, chat platform management, and team leadership are well-suited for this role. Experience in the telecom industry or with chat technology vendors is a plus.
💰 Compensation & Benefits
Salary Range: $191,400.00 - $287,200.00 (Based on industry standards for a Director-level role in the Telecommunications sector with 10+ years of experience)
Benefits:
- Comprehensive medical, dental, and vision coverage options
- 401(k) retirement savings plan with company matching, life insurance, and disability coverage
- Generous vacation, holiday, and sick leave policies
- Access to training programs, leadership development opportunities, and tuition reimbursement
- Employee discounts, wellness programs, commuter benefits, and more
Working Hours: 40 hours/week, Monday through Friday
ASSUMPTION: The salary range provided is an estimate based on industry standards for a Director-level role in the Telecommunications sector with 10+ years of experience. Actual compensation may vary based on factors such as skills, experience, and performance.
📌 Applicant Insights
🔍 Company Context
Industry: Telecommunications. AT&T is a global leader in communications and technology, providing wireless, broadband, and entertainment services to millions of customers worldwide.
Company Size: 10,001+ employees. As a large enterprise, AT&T offers a wide range of career opportunities and resources for professional growth.
Founded: AT&T was founded in 1875 and has since grown into a multinational conglomerate with a rich history in the telecommunications industry.
Company Description:
- AT&T is committed to providing an exceptional customer experience through innovative technology solutions and services
- The company is focused on driving innovation and growth through strategic investments in emerging technologies
- AT&T fosters a culture of collaboration, diversity, and inclusion, empowering employees to reach their full potential
Company Specialties:
- Wireless Services
- U-Verse
- Enterprise Applications & Managed Hosting Solutions
Company Website: http://www.att.com
ASSUMPTION: AT&T's extensive experience in the telecommunications industry and commitment to innovation make it an attractive employer for candidates seeking a challenging and rewarding career in a dynamic field.
📊 Role Analysis
Career Level: Director. This role is a senior leadership position, reporting directly to AT&T's senior leadership team.
Reporting Structure: The Director of Chat will manage a high-performing team of digital professionals, fostering a collaborative and high-impact work environment.
Work Arrangement: On-site, 5 days/week. This role requires in-office presence for collaboration and team management purposes.
Growth Opportunities:
- Progression to a more senior leadership role within AT&T's digital customer growth organization
- Expansion into other areas of AT&T's business, such as wireless or entertainment services
- Development of expertise in emerging technologies and trends within the chat and digital customer experience space
ASSUMPTION: This role offers significant opportunities for professional growth and development within a large, dynamic organization.
🌍 Location & Work Environment
Office Type: Corporate headquarters. This role is based at AT&T's corporate headquarters in Dallas, Texas.
Office Location(s): 208 S. Akard Street, Dallas, TX 75202, USA
Geographic Context:
- Dallas, Texas, is a major metropolitan area with a diverse economy and a thriving job market
- The city offers a range of cultural, entertainment, and recreational opportunities
- AT&T's corporate headquarters is conveniently located in the heart of downtown Dallas, with easy access to public transportation and amenities
Work Schedule: Monday through Friday, 9:00 AM to 5:00 PM, with flexibility for occasional remote work as needed
ASSUMPTION: The on-site work arrangement for this role allows for better collaboration and team management, while the central location of AT&T's corporate headquarters provides easy access to a wide range of amenities and resources.
💼 Interview & Application Insights
Typical Process:
- Initial phone or video screen to assess cultural fit and basic qualifications
- In-depth behavioral and technical interviews with AT&T's senior leadership team
- Final on-site interview with AT&T's executive leadership team
Key Assessment Areas:
- Strategic thinking and problem-solving skills
- Collaboration and communication abilities
- Technical expertise in chat technology and digital customer experience
- Leadership and team management capabilities
Application Tips:
- Highlight your relevant experience in digital strategy, chat platform management, and team leadership
- Tailor your resume and cover letter to emphasize your skills and accomplishments in the context of this role
- Prepare for behavioral and technical interview questions by reflecting on your past experiences and accomplishments
- Research AT&T's company culture and values to demonstrate your cultural fit during the interview process
ATS Keywords: Digital Strategy, Chat Platform Management, Customer Experience, Team Leadership, Vendor Management, Chat Technology, Collaboration, Data Analysis, Engagement Strategies, Innovation, Problem Solving, Customer Centricity, Adaptability, Communication, Leadership, Strategic Thinking
ASSUMPTION: AT&T's recruitment process is designed to assess candidates' skills, experience, and cultural fit, with a focus on identifying the best fit for the Director of Chat role.
🛠️ Tools & Technologies
- Google CCAI
- Eva
- Asynchronous chat capabilities
- AT&T's internal chat platform and vendor management tools
ASSUMPTION: The specific tools and technologies used in this role may evolve over time as AT&T continues to invest in and adopt emerging technologies within the chat and digital customer experience space.
👔 Cultural Fit Considerations
Company Values:
- Innovation
- Integrity
- Performance
- Diversity
- Stewardship
Work Style:
- Collaborative
- Data-driven
- Agile
- Customer-centric
- Results-oriented
Self-Assessment Questions:
- How do you balance business priorities with user needs in your decision-making process?
- Can you provide an example of a time when you drove innovation in the digital engagement space to improve customer experiences?
- How do you approach managing and developing high-performing teams in a dynamic and fast-paced environment?
ASSUMPTION: AT&T's company culture values innovation, collaboration, and a customer-centric approach to business. Candidates who demonstrate a strong fit with these values and work styles are more likely to succeed in this role.
⚠️ Potential Challenges
- Managing a high-performing team in a dynamic and fast-paced environment
- Balancing business priorities with user needs in decision-making processes
- Driving innovation in the digital engagement space to improve customer experiences
- Collaborating effectively with internal stakeholders across multiple departments and functions
ASSUMPTION: The Director of Chat role presents unique challenges that require strong leadership, strategic thinking, and collaboration skills to succeed.
📈 Similar Roles Comparison
- Unlike other digital strategy roles, this position focuses specifically on the chat channel and its end-to-end customer experience
- This role requires a deep understanding of the chat technology vendor landscape and hands-on experience implementing and managing chat platforms
- Career progression in this role may lead to senior leadership positions within AT&T's digital customer growth organization or other areas of the business
ASSUMPTION: The Director of Chat role is unique in its focus on the chat channel and its end-to-end customer experience, requiring specific skills and expertise not typically found in other digital strategy roles.
📝 Sample Projects
- Migrating AT&T's chat platform to a next-generation solution, ensuring seamless customer experiences and minimal disruption to operations
- Developing and implementing proactive chat engagement strategies to increase customer engagement and satisfaction across AT&T's Consumer and Business segments
- Collaborating with internal stakeholders to optimize chat traffic flows, call deflection strategies, and agent tools to improve contact resolution and efficiency
ASSUMPTION: The Director of Chat role involves a wide range of projects, from strategic planning and vendor management to tactical execution and optimization, requiring a diverse skill set and strong collaboration skills.
❓ Key Questions to Ask During Interview
- How does AT&T measure the success of its chat strategy, and what key performance indicators (KPIs) are most important?
- Can you describe the team structure and dynamics within the digital customer growth organization, and how does the Director of Chat role fit into this structure?
- How does AT&T support the professional development and growth of its employees, particularly in senior leadership roles like the Director of Chat?
- What are the most significant challenges facing the chat channel within AT&T's Consumer and Business segments, and how can the Director of Chat role address these challenges?
- How does AT&T approach innovation and continuous improvement in the digital customer experience space, and what role does the Director of Chat play in driving this innovation?
ASSUMPTION: Asking insightful and well-researched questions during the interview process demonstrates your interest in and understanding of the Director of Chat role and AT&T's business.
📌 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 in digital strategy, chat platform management, and team leadership
- Prepare for behavioral and technical interview questions by reflecting on your past experiences and accomplishments
- Research AT&T's company culture and values to demonstrate your cultural fit during the interview process
- Follow up with AT&T's recruitment team one week after submitting your application to confirm receipt and inquire about next steps
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
