📌 Core Information
🔹 Job Title: Principal - Digital Growth Service and Support
🔹 Company: AT&T
🔹 Location: Dallas, TX or Atlanta, GA or El Segundo, CA or Bothell, WA
🔹 Job Type: On-site, Full-time
🔹 Category: Telecommunications
🔹 Date Posted: May 13, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Serving as a subject matter expert on Service and Support development backlog and BSSe transformation for Small Business and Consumer segments
- Driving strategic evolution of AT&T’s approach to key mandates, such as development prioritization, customer problem-solving, and success measurement
- Collaborating cross-functionally to guide the implementation of customer-friendly digital solutions
- Ensuring consistent alignment between Digital strategy and broader enterprise mandates
ASSUMPTION: This role requires a high level of experience and influence to drive results through collaboration and support the holistic digital customer experience.
📋 Key Responsibilities
✅ Serve as the subject matter expert on Orchestration of Digital and BSSe project integration customer service experiences for the Business and Consumer segments
✅ Lead the strategic execution of the Service and Support Development Pod, ensuring a balance between compliance, operational efficiency, and customer experience
✅ Act as the primary point of contact for Digital regarding the interpretation and implementation of BSSe in service and support initiatives
✅ Collaborate with cross-functional partners to guide the implementation of customer-friendly digital solutions
✅ Ensure consistent alignment between Digital strategy and broader enterprise mandates, acting as the single source of truth for the Service and Support backlog
✅ Develop documentation, playbooks, and executive updates to articulate strategy, track progress, and inform leadership of upcoming development and transformation implications
✅ Proactively identify and address risks, offering strategic solutions to meet mandates without compromising the customer experience
ASSUMPTION: This role requires a deep understanding of agile ways of working, digital customer support operations, and regulatory guidance within a digital or telecom environment.
🎯 Required Qualifications
Education: Bachelor’s degree in Business, Information Systems, or a related field; advanced degree (e.g., JD, MBA) preferred
Experience: 10+ years of experience in Technology systems, digital operations, or capital advisory roles within large, complex organizations
Required Skills:
- Deep knowledge of agile ways of working and operations related to digital customer support
- Strong experience interpreting and applying regulatory guidance within a digital or telecom environment
- Proven ability to lead cross-functional initiatives
- Excellent written and verbal communication skills, with the ability to influence at all levels of the organization
Preferred Skills:
- Experience working on initiatives tied to service and support operations within digital platforms
- Familiarity with customer experience principles, UX practices, and service design
- Background in telecom, technology, or other highly regulated industries
ASSUMPTION: While this is not a people-management role, it requires a highly experienced and influential leader who can drive results through cross-functional collaboration while supporting the customer’s holistic digital experience.
💰 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
- Disability Benefits
- Life and Accidental Death Insurance
- Employee Assistance Programs
- Employee Wellness Programs
- Employee Discounts
Working Hours: 40 hours per week
ASSUMPTION: The salary range provided is based on the information given in the job listing and is an estimate for this role, experience level, and location.
📌 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 to millions of customers worldwide
- The company is committed to driving innovation and creating a world where everything works together seamlessly, making life better for its customers
- AT&T is focused on connecting people with their world, delivering the human benefits of technology in ways that defy the imaginable
Company Specialties:
- Wireless Services
- U-Verse
- Enterprise Applications & Managed Hosting Solutions
Company Website: http://www.att.com
ASSUMPTION: AT&T is a large, established company with a strong focus on innovation and customer experience in the telecommunications industry.
📊 Role Analysis
Career Level: Senior-level, individual contributor role
Reporting Structure: This role does not have direct reports but requires cross-functional collaboration and influence
Work Arrangement: On-site, with a minimum of 5 days per week presence required
Growth Opportunities:
- Potential to influence strategic direction and drive significant impact within the company’s digital growth initiatives
- Opportunities to work on high-visibility projects and collaborate with senior leadership
- Possibility to expand responsibilities or take on new challenges as the role evolves
ASSUMPTION: This role offers significant growth opportunities for the right candidate, with the potential to make a substantial impact on AT&T’s digital growth strategy.
🌍 Location & Work Environment
Office Type: Corporate office environment
Office Location(s): Dallas, TX; Atlanta, GA; El Segundo, CA; Bothell, WA
Geographic Context:
- Dallas, TX: A major city in Texas, known for its vibrant arts scene, sports teams, and diverse neighborhoods
- Atlanta, GA: A major city in Georgia, known for its rich history, cultural attractions, and thriving business community
- El Segundo, CA: A city in California, located near Los Angeles, known for its beachfront location and proximity to major tech hubs
- Bothell, WA: A city in Washington, located near Seattle, known for its natural beauty, outdoor recreation, and proximity to major tech companies
Work Schedule: 40 hours per week, with a minimum of 5 days per week presence required in the office
ASSUMPTION: The work environment for this role is primarily on-site, with a minimum of 5 days per week presence required in the office. The specific office location may vary based on the candidate’s preference and business needs.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with a recruiter
- In-depth phone or video interview with the hiring manager
- On-site or virtual final interview with senior leadership
Key Assessment Areas:
- Technical expertise in digital operations and customer support
- Strategic thinking and problem-solving skills
- Cross-functional collaboration and leadership skills
- Communication and influencing skills
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Be prepared to discuss your experience with agile methodologies, regulatory guidance, and customer experience principles
- Research AT&T’s digital growth initiatives and be ready to discuss how your background and skills align with the company’s strategic objectives
ATS Keywords: Digital Operations, Agile Methodologies, Cross-Functional Collaboration, Customer Experience, Regulatory Guidance, Service Design, UX Practices, Project Integration, Strategic Execution, Documentation Development, Risk Management, Business Support Systems, Technology Systems, Communication Skills, Problem Solving, Leadership
ASSUMPTION: The application process for this role is likely to be competitive, and candidates should be prepared to demonstrate their relevant experience and skills throughout the interview process.
🛠️ Tools & Technologies
- AT&T’s internal systems and platforms
- Project management tools (e.g., JIRA, Asana)
- Collaboration tools (e.g., Microsoft Office Suite, Google Workspace)
ASSUMPTION: The specific tools and technologies required for this role may vary depending on the projects and initiatives the candidate works on.
👔 Cultural Fit Considerations
Company Values:
- Inspire our customers
- Connect with our community
- Deliver on our promises
Work Style:
- Collaborative and cross-functional
- Data-driven and innovative
- Focused on delivering exceptional customer experiences
Self-Assessment Questions:
- Do you thrive in a collaborative, cross-functional environment?
- Are you comfortable working with data and using it to drive strategic decisions?
- Do you have a strong customer focus and a passion for delivering exceptional experiences?
ASSUMPTION: AT&T values candidates who are collaborative, data-driven, and customer-focused, with a strong work ethic and a commitment to delivering on promises.
⚠️ Potential Challenges
- Working in a large, complex organization with multiple stakeholders and competing priorities
- Balancing compliance, operational efficiency, and customer experience in a highly regulated environment
- Keeping up with the fast-paced evolution of digital technologies and customer expectations
- Managing risks and addressing potential roadblocks proactively
ASSUMPTION: This role presents unique challenges related to working in a large, complex organization, balancing competing priorities, and keeping pace with technological advancements.
📈 Similar Roles Comparison
- This role is unique in its focus on driving strategic evolution of AT&T’s approach to service and support for the Small Business and Consumer segments
- Compared to similar roles in other industries, this position offers a unique opportunity to work on high-impact initiatives within a large, established telecommunications company
- Career progression in this role may lead to senior leadership positions within AT&T’s digital growth organization
ASSUMPTION: This role offers a unique opportunity to drive strategic impact within a large, established telecommunications company, with potential for career growth and advancement.
📝 Sample Projects
- Developing and implementing a strategic roadmap for AT&T’s service and support development backlog
- Collaborating with cross-functional teams to design and launch customer-friendly digital solutions
- Conducting regular reviews of AT&T’s service and support backlog to ensure alignment with enterprise mandates and customer experience objectives
ASSUMPTION: The specific projects and initiatives for this role may vary depending on the candidate’s skills, experience, and the company’s strategic priorities.
❓ Key Questions to Ask During Interview
- Can you describe the current state of AT&T’s service and support development backlog and the strategic priorities for the next 12-24 months?
- How does this role collaborate with other teams and stakeholders within AT&T’s digital growth organization?
- What are the most significant challenges facing AT&T’s service and support initiatives, and how can this role address them?
- How does AT&T measure the success of its service and support initiatives, and how can this role contribute to improving those metrics?
- What opportunities are there for growth and development within this role and AT&T’s digital growth organization?
ASSUMPTION: Asking thoughtful, informed questions during the interview process demonstrates your interest in the role and helps you better understand the company’s strategic priorities and expectations.
📌 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 your interview by researching AT&T’s digital growth initiatives and practicing your responses to common interview questions
- Follow up with the recruiter after your interview to express your interest in the role and ask any remaining questions
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
