Miami On-Site Performance Architect — Customer Care

att; Miami (FL); On-site; USD 94,300 - 141,500; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits

Life Insurance

Job summary

AT&T is seeking a Performance Architect to partner with Customer Care leadership and other operations teams in Miami, on site, to diagnose performance gaps and implement targeted interventions. The role focuses on coaching, process improvements, and leveraging data analysis to drive business results.

The position requires strong analytical and influence skills, with the aim of improving employee performance and customer experience while supporting change initiatives and leader enablement.

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.

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.

Skills

Business Acumen

Performance Consulting

Strategic Problem Solving

Data Analysis

Stakeholder Management

Coaching

Change Management

Learning Strategy

Executive Communication

Continuous Improvement

Tools

Power BI

Microsoft Office

Job description

AT&T is seeking a Performance Architect to partner with Customer Care leadership and other operations teams in Miami, on site, to diagnose performance gaps and implement targeted interventions. The role focuses on coaching, process improvements, and leveraging data analysis to drive business results.

The position requires strong analytical and influence skills, with the aim of improving employee performance and customer experience while supporting change initiatives and leader enablement.