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Assoc Director-Digital Customer Growth
| Company | AT&T |
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| Location | Dallas, TX, USA |
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| Salary | $158200 – $237400 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- 7+ years of experience in digital strategy, web site engagement, or customer support experience roles.
- Bachelor’s degree in digital marketing, technology, or related field in customer experience or support.
- Background in leading or contributing to digital transformation initiatives, particularly in customer support or self-service.
- Experience managing and developing high-performing teams.
- 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.
Responsibilities
- Develop and own the digital support strategy for online customer support, aligning with overall business goals and customer engagement objectives.
- Understand and 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, web site 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, web site strategy and support flows, social media engagement, and alignment with chat technology teams to ensure customers are resolving questions via consistent responses across self-service.
- 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.
Preferred Qualifications
No preferred qualifications provided.
