Director-Call Center Operations

AT&T; Dallas (TX); On-site; USD 158,000 - 237,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits (short term and 
长

Life and Accidental Death Insurance

Employee Wellness Programs

Employee discounts up to 50% off AT&T‑

Long Term Grants and Deferred

Paid Time Off and Holidays

Job summary

AT&T in Dallas is seeking a Director-Call Center Operations to lead digital chat platform strategies, align with business goals, and manage external vendor teams to deliver exceptional customer experiences.

You will drive transformation across chat channels, leverage data insights, and partner with senior leadership to guide cross-functional collaborations that deliver measurable growth and operational excellence.

Qualifications

• Bachelor's degree in Business, Administration, Computer Science, or related field.
• 5-7+ years in digital strategy, platform management, or related roles.
• Proven expertise in leading large vendor operations and developing high-performing teams.
• Strong analytical mindset with data-driven optimization.
• Ability to navigate a highly matrixed organization while building relationships across departments.

Responsibilities

• Strategic Leadership: Develop and implement operational strategies to enhance customer engagement and growth.
• Vendor Management: Lead and oversee vendor operations teams to ensure efficient service delivery across Consumer lines.
• Partner: Build cross-functional partnerships to align priorities and deliver a seamless customer experience.
• Data-Driven Insights: Leverage analytics to identify opportunities, influence stakeholders, and deploy emerging technologies.
• Digital Transformation: Drive platform optimization and expansion to meet business goals.

Skills

Strategic leadership

Vendor management

Cross-functional collaboration

Data-driven decision making

Digital platform experience

Education

Bachelor's degree in Business / Administration / Computer Science

MBA preferred

Job description

This position requires office presence of 5 days per week and is only located in the location(s) posted.

Role Overview

As the Director-Call Center Operations, you will develop and execute strategies to deliver exceptional customer service to AT&T Consumer customers via chat. This role involves driving innovation and transformation across AT&T's digital chat platforms, ensuring alignment with business objectives, enhancing customer experiences, and delivering measurable growth. You will collaborate with senior leadership and key stakeholders to evolve AT&T's digital platforms to meet customer expectations. This position requires a strong background in chat platform technology, including asynchronous messaging, and leadership experience in managing high-performing external vendor teams to achieve operational excellence.

Key Responsibilities

• Strategic Leadership: Develop and implement operational strategies to enhance customer engagement, optimize digital platforms, and drive measurable growth within AT&T's digital ecosystem.
• Vendor Management: Lead and oversee mobility and broadband vendor operations teams to ensure efficient service delivery across various Consumer business lines (sales, service, retention, tech, and social media).
• Partner: Build strong cross-functional partnerships with key departments to align priorities, remove barriers, and deliver a seamless, outstanding customer experience.
• Data-Driven Insights: Leverage analytics and user insights to identify opportunities and challenges, influence stakeholders, and deploy emerging technologies that prioritize the customer experience.
• Digital Transformation: Drive platform optimization and expansion to align with business goals and emerging digital trends.

Qualifications

Required:

• Education: Bachelor's degree in Business, Administration, Computer Science, or a related field (advanced degree such as MBA preferred).
• 5-7+ years in digital strategy, platform management, or related roles.
• Proven expertise in leading large vendor operations, including managing and developing high performing teams.
• Technical Skills: Strong analytical mindset with experience using data-driven insights to optimize performance.
• Collaboration: Ability to navigate and succeed in a highly matrixed organization while building strong relationships across departments.

Preferred:

• Experience in large-scale digital operations and transformation initiatives.
• Familiarity with emerging digital trends, technologies, and performance measurement frameworks.
• Six Sigma/Gen AI experience in customer care operations is encouraged.

Key Traits for Success

• Strategic Vision: Ability to develop and execute strategies aligned with business goals and deliver impactful results.
• Innovative Leadership: Foster a culture of continuous improvement and innovation within teams and operations.
• Collaborative Approach: Skilled in building strong relationships across cross-functional teams and influencing decision makers.
• Data-Driven Decision Making: Analytical mindset with expertise in leveraging data to inform strategies and operational improvements.
• Adaptability: Agile and proactive in a fast-paced, evolving digital landscape.
• Communication: Excellent leadership, communication, and project management skills.
• Initiative: Self-starter who thrives in dynamic environments and takes ownership of challenges.

Benefits and Perks

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
• Long Term Grants and Deferred Compensation
• Paid Time Off and Holidays (based on date of hire, at least 28 days of vacation each year and 9 company-designated holidays

Weekly Hours

40

Time Type

Regular

Location

Dallas, Texas

Salary Range

$158,200.00 - $237,400.00

Our Director-Call Center Operations jobs earn between $158,200.00 - $237,400.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Why This Role is Exciting: This position offers the opportunity to lead AT&T's digital platform evolution and shape the future of customer experiences in the telecommunications industry. As a key leader, you will play a pivotal role in driving innovation, operational excellence, and customer satisfaction while contributing to AT&T's long-term success

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.