Onsite Performance Architect — Elevate Customer Care

AT&T; Cerritos (CA); On-site; USD 106,000 - 158,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays (based on F

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits

Life and Accidental Death Insurance

Supplemental benefit programs

Employee Assistance Programs (EAP)

Wellness programs

Employee discounts

Job summary

AT&T in Cerritos, CA is seeking a Lead Performance Architect to partner with Customer Care leadership to diagnose performance challenges and drive targeted interventions. You will work with operations, learning design, and delivery to improve employee performance, customer experience, and business results.

The role emphasizes solving root causes beyond training, including coaching, process improvements, and change enablement.

Qualifications

• Experience in customer care, contact center ops, learning and development, or performance consulting.
• Strong ability to translate data into actionable recommendations.
• Proven ability to influence leaders in a matrixed environment.

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

Root Cause Analysis

Data Analysis

Stakeholder Management

Coaching & Leader Development

Change Management

Learning & Performance Strategy

Executive Communication

Continuous Improvement

Tools

Power BI

Job description

AT&T in Cerritos, CA is seeking a Lead Performance Architect to partner with Customer Care leadership to diagnose performance challenges and drive targeted interventions. You will work with operations, learning design, and delivery to improve employee performance, customer experience, and business results.

The role emphasizes solving root causes beyond training, including coaching, process improvements, and change enablement.