Onsite Performance Architect for Customer Care

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

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