Performance Architect: Data-Driven Coaching & Ops (Onsite)

Minority Professional Network, Inc.; Cerritos, Northern (CA, KY); Hybrid; USD 106,000 - 158,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Paid Time Off and Holidays

Tuition reimbursement program

Paid Parental Leave

Adoption Reimbursement

Life Insurance

Job summary

AT&T is hiring a Performance Architect to partner with Customer Care leadership, diagnose performance challenges, and implement targeted interventions. The role emphasizes coaching, change management, and data-driven improvements to employee performance and customer experience.

Location is Cerritos, CA with 5 days on-site work and a 40-hour week. Relocation is not offered; annual salary ranges from $105,600 to $158,400 with comprehensive benefits.

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.

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.

Job description

AT&T is hiring a Performance Architect to partner with Customer Care leadership, diagnose performance challenges, and implement targeted interventions. The role emphasizes coaching, change management, and data-driven improvements to employee performance and customer experience.

Location is Cerritos, CA with 5 days on-site work and a 40-hour week. Relocation is not offered; annual salary ranges from $105,600 to $158,400 with comprehensive benefits.