At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Team

The Digital Strategic Platform Team develops and manages next-generation technologies that enablers sales, service and support of AT&T's product portfolio across digital, retail, and contact center channels.

About the Job

As a Director of Product and Development, you will lead teams of product managers and developers to develop and execute AT&T’s customer support strategy for text-based communications, chat- and voiced-based Virtual Assistants, live agent assistance technologies, and other contact center transformation initiatives. Responsibilities include defining the short-, medium-, and long-term strategy and technology roadmap for customer service across all support channels, including text-based messaging support (chat, asynchronous chat, 2-way SMS, etc.), call center support, and social support. You will also be responsible for the development and or implementation of licensed technology designed to assist chat and voice agents resolve customer issues more efficiently and with greater accuracy. You will be accountable for developing and integrating software solutions to meet delivery milestones and improve performance against pre-defined objectives.

Responsibilities and Day-to-Day View

- Manage a large and complex product portfolio within a product area and have responsibility for conceptualizing, setting overall product strategy and execution.

- Hire, mentor, and grow a high-performing team of product managers, developers, and business analysts

- Establish shared vision across the company by building consensus and communicating priorities.

- Knowledge of or familiarity working in multiple functional areas, including product management, engineering, UX/UI, customer support.

- Define and analyze metrics that inform the success of products.

- Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm.

- Create a compelling vision and strategy for future contact center transformation initiatives.

Qualifications

- Entrepreneurially minded; able to contribute wherever needed

- 10+ years working with new software product development as either a product manager or development manager

- Excellent oral, written, and presentation communication skills; comfort communicating to senior executives

- Experience stakeholdering across multiple organizations

- Ability to understand architecture and guide technology decisions

- Strong analytical skills; ability to develop and use metrics to diagnose problems

- Deep customer empathy and desire to improve customer experience

- Strategic thinker that can connect corporate strategy with product strategies

- CS or related technical degree and/or MBA preferred

- Familiarity with Virtual Assistant technology preferred

AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!