Lead Manager eCommerce - Customer Lens at AT&T in New York, New York

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 Online Broadband Customer Lens team is passionate about the end-to-end customer experience. While our organization is focused on Broadband acquisitions, we understand that the customer experience, and our ability to retain that new customer, does not end with the submission of the order. We need to focus on the needs of the customer to make “high-quality” sales. That means ensuring that we’re selling the right level of service to the customer to meet their individual needs, setting the right expectations about the post-order experience and following through to deliver that experience, and providing meaningful, timely, and relevant information via simple outbound communications and cohesive and personalized omnichannel experiences. This team forges strong partnerships with a broad group of business partners. We are laser-focused on analyzing data to understand our current state and to identify areas where we can move the needle. We decompose the existing customer experience and develop recommendations to make meaningful changes that will benefit the customer and the company. And we develop strong business cases and work closely with Product teams to gain alignment and deliver those recommended improvements.

About the Job

The Lead Manager is responsible for accelerating AT&T's Broadband growth by understanding current experiences and performance, identifying opportunities, initiating ideas, developing business cases, influencing solutions, and tracking business outcomes that reduce order cancel rates and early tenure churn. They will partner with internal Business and Product teams, Customer Advocacy, and Broadband strategy to identify opportunities impacting success in this space. The individual will research best-in-class experiences from the industry, challenge business processes and drive changes that matter to customers.

Responsibilities and Day-to-Day View

Analyze business requirements, propose solutions, and oversee eCommerce projects. Work closely with marketing, sales, service/support, and Web design and development teams to ensure that eCommerce solutions support business strategy and integrates with website. 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. This position requires knowledge of website design in order to translate business needs into an online experience that ensures a high-quality customer interaction in all customer touch points. May create website strategy, design online promotional programs for digital products or services to support existing customers or to acquire new customers. Manage the implementation of eCommerce marketing, sales, and service and support 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

Education: Bachelors degree in Business, Computer Science or Engineering, Digital Marketing nanodegree, or equivalent experience preferred.

Experience: 9 or more years of experience in ecommerce, product management, business operations, or marketing

Competencies to include:

- e-Commerce

- Knowledge of sales channels

- Online marketing

- Customer experience management

- Website design & strategy

- Customer journey analysis

- Website analytics

- Business requirement development

- Business case development

- User experience design

- Personalization strategies

- Cross-functional partnerships

- Oral and written communication skills

- Some knowledge of website architecture and software development life cycle methodologies

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!