Lead Performance Architect

att; Richardson (TX); On-site; USD 105,600 - 158,400; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays (23+ days)

Paid Parental Leave

Paid Caregiver Leave

Disability Benefits

Life and AD&D Insurance

Employee discounts on AT&T plans and 


Wellness programs

Job summary

AT&T in Richardson, TX seeks a Lead Performance Architect to partner with Customer Care leadership, diagnose performance gaps, and design interventions that boost employee performance and customer experience. You will work with operations, learning design, and delivery teams to deploy coaching, change management, and process improvements, using data and analytics to drive results.

This on-site, full-time role offers a comprehensive benefits package and salary range shown, with relocation not

Qualifications

• Experience in customer care, contact center operations, or performance consulting.
• Strong analytical skills; translate data into actionable recommendations.
• Proven ability to influence leaders and drive results in matrixed environments.
• Experience leading cross-functional initiatives and managing multiple priorities.
• Proficiency with Microsoft Office; Power BI preferred.

Responsibilities

• Partner with Customer Care leaders to understand business priorities and performance challenges.
• Identify root causes through analysis, observations, and stakeholder engagement.
• Recommend and implement solutions to improve employee effectiveness and outcomes.
• Collaborate with Learning Design and Delivery teams to deploy performance solutions.
• Equip leaders with tools to strengthen coaching and accountability.
• Use data and metrics to measure impact and inform recommendations.
• Support change initiatives and adoption of new skills and processes.
• Share best practices to drive continuous improvement.

Skills

Performance Consulting

Root Cause Analysis

Data Analysis

Change Management

Executive Communication

Coaching & Leader Development

Continuous Improvement

Tools

Power BI

Workforce Analytics Tools

Job description

This position requires 5 days a week on site., 40 hours per week

The position is only offered in the locations provided

Location: Richardson, TX

Relocation is not offered for this position

Position Summary

The Performance Architect serves as a strategic partner to Customer Care center leadership, helping identify performance opportunities and align business needs with effective solutions. This role works closely with General Managers, Operations Leaders, Learning Design, and Delivery teams to diagnose performance challenges, recommend targeted interventions, and improve employee performance, customer experience, and business results.

Performance Architects focus on performance outcomes—not just training—by evaluating root causes and implementing solutions that may include coaching, learning, communications, process improvements, performance support tools, and leader enablement strategies.

Key Responsibilities

• Partner with Customer Care leaders to understand business priorities, operational goals, and performance challenges.
• Identify root causes of performance gaps through analysis, observations, call listening, and stakeholder engagement.
• Recommend and implement solutions that improve employee effectiveness and operational results.
• Collaborate with Learning Design and Delivery teams to develop and deploy performance solutions.
• Equip leaders with tools, insights, and strategies to strengthen coaching, accountability, and team performance.
• Utilize data, analytics, and operational metrics to identify trends, measure impact, and inform recommendations.
• Support change initiatives and reinforce adoption of new skills, behaviors, and processes.
• Share best practices and identify opportunities to drive continuous improvement across the organization.

Core Competencies

• Business Acumen
• Performance Consulting & Root Cause Analysis
• Strategic Problem Solving
• Data Analysis & Insights
• Stakeholder Management & Influencing Skills
• Coaching & Leader Development
• Change Management
• Learning & Performance Strategy
• Executive Communication
• Continuous Improvement Mindset

Preferred Qualifications

• Experience in customer care, contact center operations, learning and development, organizational effectiveness, or performance consulting.
• Strong analytical skills with the ability to translate data into actionable recommendations.
• Proven ability to influence leaders and drive results in a matrixed environment.
• Experience leading cross-functional initiatives and managing multiple priorities.
• Proficiency with Microsoft Office applications; experience with Power BI and workforce analytics tools preferred.

Our Lead Performance Architect jobs earn between $105,600.00 - $158,400.00 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.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• 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

Weekly Hours:

40

Time Type:

Regular

Location:

Richardson, Texas

Salary Range:

$105,600.00 - $158,400.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.

AT&T is a fair chance employer and does not initiate a background check until an offer is made.