📌 Core Information
🔹 Job Title: Lead Human Assist Strategy – Lead Digital Customer Growth
🔹 Company: AT&T
🔹 Location: Dallas, Texas (with remote flexibility)
🔹 Job Type: Full-time
🔹 Category: Telecommunications
🔹 Date Posted: July 10, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site (with remote flexibility)
🚀 Job Overview
Key aspects of this role include:
- Strategic advisor to the Assistant Vice President of Digital Strategy
- Optimize human-assisted servicing touchpoints across digital and physical channels
- Monitor and analyze Human Assist KPIs to enhance quality and efficiency
- Collaborate cross-functionally to drive roadmap alignment and platform improvements
- Champion initiatives that balance self-service automation with high-value Human Assist interactions
ASSUMPTION: This role requires a strategic thinker with a strong analytical background and experience in customer experience or performance analytics.
📋 Key Responsibilities
✅ Identify opportunities to optimize human-assisted servicing touchpoints across channels
✅ Monitor and analyze Human Assist KPIs, including transaction performance, resolution time, and CSAT scores
✅ Recommend platform and experience enhancements to reduce customer effort and improve conversion
✅ Lead reporting on Human Assist effectiveness across enterprise segments
✅ Collaborate with digital product, analytics, customer experience, and operations teams to drive roadmap alignment
✅ Champion initiatives that balance self-service automation with high-value Human Assist interactions
ASSUMPTION: This role may require occasional travel to meet with cross-functional teams and stakeholders.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Analytics, Digital Strategy, or Customer Experience
Experience: 8+ years in customer experience, human-centered design, or performance analytics
Required Skills:
- Data analysis and visualization
- Strategic thinking and planning
- Cross-functional collaboration and stakeholder management
- Strong communication and presentation skills
- Familiarity with GTM strategy and customer service technologies
Preferred Skills:
- Experience working in telecommunications or enterprise digital services
- Proven track record of improving Human Assist conversion and resolution performance
- Quantifiable service satisfaction gains across human-assisted channels
ASSUMPTION: While not explicitly stated, proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) and project management software (e.g., Asana, Jira) may be required.
💰 Compensation & Benefits
Salary Range: $143,800 - $215,800 USD Annual
Benefits:
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays
- Paid Parental Leave
- Paid Caregiver Leave
- Disability Benefits
- Life and Accidental Death Insurance
- Employee Assistance Programs
- Employee Wellness Programs
- Employee Discounts
Working Hours: 40 hours per week, with flexible remote work options
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles. Actual compensation may vary based on experience and performance.
📌 Applicant Insights
🔍 Company Context
Industry: Telecommunications
Company Size: 10,001+ employees
Founded: 1983 (as a result of the breakup of AT&T Corporation)
Company Description:
- AT&T is a global leader in communications and technology, providing wireless, broadband, and entertainment services
- They aim to create a world where everything works together seamlessly, making life better for their customers
- AT&T is committed to providing 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 size and industry position provide ample opportunities for career growth and development.
📊 Role Analysis
Career Level: Mid-level to senior
Reporting Structure: Reports directly to the Assistant Vice President of Digital Strategy
Work Arrangement: On-site with remote flexibility (minimum of 5 days per week on-site)
Growth Opportunities:
- Potential career progression into senior leadership roles within the Digital Strategy team
- Opportunities to work on high-impact projects and initiatives across the organization
- Access to professional development and training opportunities
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to make a meaningful impact on AT&T's digital customer growth strategy.
🌍 Location & Work Environment
Office Type: Corporate headquarters
Office Location(s): Dallas, TX or Bothell, WA
Geographic Context:
- Dallas, TX: A major metropolitan area with a diverse population and a thriving job market
- Bothell, WA: A suburb of Seattle with a high quality of life and a strong tech industry presence
Work Schedule: Standard business hours with flexible remote work options
ASSUMPTION: Both Dallas and Bothell offer attractive living environments with ample opportunities for personal and professional growth.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screen with a member of the HR team
- On-site or virtual interview with the hiring manager and/or team members
- Final round interview with senior leadership
Key Assessment Areas:
- Data analysis and problem-solving skills
- Strategic thinking and planning
- Cross-functional collaboration and communication skills
- Cultural fit and alignment with AT&T's values
Application Tips:
- Highlight relevant experience and achievements in your resume, focusing on data-driven results and impact
- Tailor your cover letter to demonstrate your understanding of the role and your fit with AT&T's mission and values
- Prepare for behavioral and situational interview questions that focus on your problem-solving skills and strategic thinking
ATS Keywords: Human Assist, Customer Experience, Performance Analytics, Strategic Planning, Cross-Functional Collaboration, Data Analysis, Telecommunications
ASSUMPTION: AT&T's application process is designed to assess candidates' skills and cultural fit, with a focus on data-driven decision-making and strategic thinking.
🛠️ Tools & Technologies
- Data analysis tools (e.g., Excel, Tableau, Power BI)
- Project management software (e.g., Asana, Jira)
- Customer relationship management (CRM) software (e.g., Salesforce, Siebel)
ASSUMPTION: Proficiency in relevant data analysis and project management tools is required for this role.
👔 Cultural Fit Considerations
Company Values:
- Inspire our people
- Act with integrity
- Deliver on our promises
- Win as a team
- Embrace change and innovation
Work Style:
- Collaborative and cross-functional
- Data-driven and strategic
- Agile and adaptable
Self-Assessment Questions:
- Do you thrive in a collaborative, cross-functional environment?
- Are you comfortable working with large datasets and drawing insights from data analysis?
- Do you have a proven track record of driving strategic initiatives and delivering results?
ASSUMPTION: AT&T values candidates who are strong communicators, strategic thinkers, and collaborative team players.
⚠️ Potential Challenges
- Balancing self-service automation with high-value Human Assist interactions
- Working with large datasets and drawing meaningful insights from data analysis
- Collaborating effectively with cross-functional teams and stakeholders
- Managing multiple projects and priorities in a fast-paced, dynamic environment
ASSUMPTION: These challenges can be overcome by a strong candidate with the right skills and mindset.
📈 Similar Roles Comparison
- Compared to related roles in customer experience or digital strategy, this role places a stronger emphasis on data analysis and strategic planning
- In the telecommunications industry, this role is unique in its focus on optimizing human-assisted servicing touchpoints across channels
- Career progression in this role may lead to senior leadership positions within the Digital Strategy team or related functions
ASSUMPTION: This role offers a unique opportunity to make a significant impact on AT&T's digital customer growth strategy.
📝 Sample Projects
- Analyzing customer data to identify opportunities for improving Human Assist experiences across channels
- Developing and presenting strategic recommendations to senior leadership for enhancing Human Assist KPIs
- Collaborating with cross-functional teams to drive roadmap alignment and platform improvements for Human Assist touchpoints
ASSUMPTION: These sample projects demonstrate the strategic and collaborative nature of the role.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics within the Digital Strategy team?
- How does this role contribute to AT&T's overall digital transformation strategy?
- What are the most pressing challenges facing the Human Assist experience, and how can this role address them?
- What opportunities exist for professional development and career growth within this role?
- How does AT&T support work-life balance for its employees?
ASSUMPTION: These questions demonstrate a candidate's interest in the role, the team, and the company's broader strategy.
📌 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 for interview questions that focus on your data analysis, strategic thinking, and collaboration skills
- Follow up with the hiring manager or HR representative within one week of submitting your application
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
