Overall Purpose

As a key partner to the Supply Chain, Credit Collections/Fraud, and Sales & Distribution Partners, comprehensively oversees the end to end direct fulfillment process for AT&T across all fulfillment experiences (DF, BOPIS/SDD) to ensure a best in class experience for our customers.

Key Responsibilities

Responsible for the creation and maintenance of end to end reporting that tracks the performance of the end to end fulfillment experience. Reviews reporting on a daily basis and partners with key stakeholders to implement corrective action to identified anomalies and gaps that impact the customer experience. Directs the development and implementation of long terms strategic actions that will serve as platforms to make the AT&T fulfillment experiences best in class in the wireless, video, and IP broadband competitive landscape. Previous management success in leadership roles for achieving tactical and strategic goals is a major requirement. Maintains constructive relations with key business partners to ensure support of both tactical and long term objectives. Collaborates with key business partners to develop a list of key gaps that exists within our fulfillment process and align on key improvement actions. Work with key business partners to acquire funding (if necessary) to close these and organize daily/weekly/monthly meetings to track progress of key gap closure items. Ensure that implemented gap closure items have the desired customer experience impact through things like A/B testing.

Requires strong negotiation and communication skills. Position requires ability to prioritize projects, ability to analyze and make decisions, develop and implement quality improvement processes.Manage the  work of efforts of supervisors and individual contributors with responsibility for hiring, firing, performance appraisals, and pay reviews.