Lead Manager eCommerce, Broadband at AT&T in Bothell, Washington

Job Description:

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 Self-Service online business team is responsible for driving key performance indicators including contact shed, task completion and improved customer experience KPIs throughout the online customer’s lifecycle.  This role is part of the Billing, Payments and Account Management Team, responsible for experiences once the customer has been onboarded.

About the Job

The Billing Journey Lead is responsible to understand current performance, identify opportunities, initiate ideas, influence solutions, and track and ensure business outcomes that accelerate AT&T customers ability to self-serve online related to Billing and Payments.  They will partner with internal SPT Product teams, as well as Customer Advocacy, CSO, Care Operations, Support and Center Transformation to identify and define business problems impacting success in this space.  The individual will research Best in Class processes from the industry, challenge business processes and drive changes that matter to customers.  The position will formulate and drive the business roadmap specific to this area to improve CSAT and reduce calls into centers, and partner with stakeholders to align on priorities that deliver the best customer experience.

Responsibilities and Day-to-Day View

Analyze business requirements, propose solutions, and oversee eCommerce projects. Work closely with Marketing, service/support, CSO and design and development teams to ensure that eCommerce solutions support business strategy and integrates with site. Identify projects, develop business cases, and manage aspects of projects from concept through to implementation. Manage the implementation of ecommerce projects for effectiveness, by analyzing data from customer satisfaction surveys, click stream data, and web analytics; report all findings, as well as suggestions for additional improvements based on the data acquired. Manage the implementation of eCommerce programs and analyze their effectiveness. Work with minimal supervision on highly complex projects. Broad latitude for independent judgment. Assist less experienced peers. Expert knowledge of the field.

Qualifications

5 or more years of ecommerce, product management, business operations or marketing experience preferred

Education: Bachelor’s degree required

Competencies to include:

•    Business Data Analysis

•    Analytical Thinking

•    Business Assessment

•    Process Management

•    Customer Experience

•    Results delivery

•    Innovation and change

•    Online Marketing

•    Requirements Analysis

•    User Experience Design

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!