Lead Manager eCommerce - Troubleshooting at AT&T in Dallas, Texas

Posted in Other 3 days ago.

Type: Full-time





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 KPIs throughout the online customer's lifecycle. This role is part of the Troubleshooting & Support team, responsible for self-service journeys across multiple products.

About the Job

The position is responsible for understanding current performance, identifying opportunities, initiating ideas, influencing solutions, and tracking and ensuring business outcomes as they relate to the customer's ability to self-serve online. Represents the organization in various meetings to communicate and gain support for imperatives and prioritize delivery. Challenges the team to improve outcomes. Develops communication plans and strategies to ensure that achievements are shared and celebrated across internal and external teams.

Responsibilities and Day-to-Day View

Analyze performance, propose solutions, and oversee resolution efforts. Work closely with Digital teams and other SPT teams to improve online self-service journey performance. Review contact center data, web analytics, and other reports to identify business improvement opportunities. This role requires strong collaboration and communication skills, and the ability to work under minimal supervision on 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 preferred

Skills/experience to include:
  • Digital Transformation
  • Customer Service
  • Analytical Thinking
  • Communicating a Vision
  • Business Data Analysis
  • Business Case Creation
  • Influencing Others
  • Customer Journey
  • Online Experience
  • Requirements Analysis

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!
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