Performance Architect: Elevate Customer Care & Ops

att; Orlando (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

Additional sick leave

Adoption Reimbursement

Disability Benefits

Life and AD&D Insurance

Supplemental benefit programs

Employee Assistance Programs (EAP)

Wellness programs

Employee discounts

Job summary

AT&T in Orlando is seeking a Lead Performance Architect to partner with Customer Care leadership, diagnosing performance challenges and delivering targeted interventions that boost employee effectiveness and customer experience.

You will apply data analytics, coaching, and process improvements to drive business results, collaborating with Learning Design and Delivery teams and influencing leaders across a matrixed environment.

Qualifications

• Experience in customer care, contact center operations, learning and development, 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 and Power BI; 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.

Skills

Performance consulting

Root cause analysis

Data analysis

Stakeholder management

Coaching & leader development

Change management

Learning & performance strategy

Executive communication

Continuous improvement

Tools

Power BI

Microsoft Office

Job description

AT&T in Orlando is seeking a Lead Performance Architect to partner with Customer Care leadership, diagnosing performance challenges and delivering targeted interventions that boost employee effectiveness and customer experience.

You will apply data analytics, coaching, and process improvements to drive business results, collaborating with Learning Design and Delivery teams and influencing leaders across a matrixed environment.