Onsite Performance Architect Elevate Customer Care

att; Tulsa (OK); On-site; USD 94,300 - 141,500; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Adoption Reimbursement

Disability Benefits

Life and AD&D Insurance

Employee discounts

Job summary

AT&T is seeking a Lead Performance Architect in Tulsa, OK, to partner with Customer Care leadership and diagnose performance gaps. You will design targeted interventions and work with Learning Design and Delivery teams to close gaps and improve customer outcomes.

This role emphasizes data-driven analysis, coaching, and scalable solutions across the organization. Requires strong stakeholder influence and cross-functional collaboration to drive measurable improvements.

Qualifications

• Experience in customer care or contact center operations or performance consulting.
• Strong analytical skills with data-driven recommendations.
• Ability to influence leaders in a matrixed environment.
• Experience leading cross-functional initiatives; proficiency with Office apps; Power BI preferred.

Responsibilities

• Partner with Customer Care leaders to understand priorities and performance challenges.
• Identify root causes of gaps via analysis, observations, and stakeholder engagement.
• Recommend and implement solutions to improve effectiveness and results.
• Collaborate with Learning Design and Delivery to deploy performance solutions.
• Equip leaders with coaching tools, accountability, and team performance strategies.
• Use data and metrics to identify trends, measure impact, and inform decisions.
• Support change initiatives and adoption of new skills and processes.
• Share best practices to drive continuous improvement across the organization.

Skills

Performance consulting

Data analysis

Stakeholder management

Coaching

Change management

Executive communication

Tools

Power BI

MS Office

Job description

AT&T is seeking a Lead Performance Architect in Tulsa, OK, to partner with Customer Care leadership and diagnose performance gaps. You will design targeted interventions and work with Learning Design and Delivery teams to close gaps and improve customer outcomes.

This role emphasizes data-driven analysis, coaching, and scalable solutions across the organization. Requires strong stakeholder influence and cross-functional collaboration to drive measurable improvements.