Employment Type : Full-Time
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 Our Contact Lifecycle Management (CLM) product team within the broader Digital organization is transforming how we communicate with customers. We are in the middle of a significant overhaul of our front-end Sales, Service, and Communications—implementing Salesforce to simplify and integrate our employee and customer-facing experiences. We collaborate with a variety of business and technology stakeholders to define customer lifecycle experiences and how we use effective customer communications to help the customer throughout their journey. The CLM team’s primary objectives are: 1. Complete the implementation of the Salesforce Marketing Cloud 2.Optimize and migrate all critical lifecycle communications to the new platform 3.Drive significant improvements in CX and communication effectiveness through improved design, journey management, personalization, and integrated Salesforce experiences About the Job We are looking for Associate Director to lead our CLM portfolio and business planning team. This product leader’s main mission would be to work with our marketing and CX teams to define the experiences we need to build to improve the effectiveness of customer communications (email, SMS, push notifications) across the entire customer lifecycle for all AT&T products. More specifically, this leader will be primarily responsible for overall roadmap planning and orchestration from ideation to initiative/capability/epic creation to feature identification. This leader will work hand-in-hand with their product delivery counterparts to bring the vision to life. The ideal candidate has a strong background in strategy, CX, and product management. This is a supervisory position. Responsibilities and Day-to-Day View Qualifications Required Qualifications o Experience in strategy development, particularly in the digital arena (.com, app, comms, agent tools) o Experience with customer lifecycle management, customer journeys, and CX design o Experience in product roadmap assessment and planning o Experience in driving and gathering business requirements, assessments, and solutioning o Experience in working with both the business and technical team, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams Preferred Qualifications 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!