Performance Architect for Customer Care Excellence

att; Mesa (AZ); 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

Adoption Reimbursement

Disability Benefits

Life Insurance

Employee Discounts

Job summary

AT&T is hiring a Lead Performance Architect in Mesa, AZ to partner with Customer Care leadership and drive performance improvements. You will diagnose root causes, implement targeted interventions, and work across Learning Design and Delivery teams to elevate employee performance, customer experience, and business results.

The role emphasizes coaching, change management, and data-driven insights to guide strategic decisions.

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.

Skills

Business Acumen

Performance Consulting

Root Cause Analysis

Strategic Problem Solving

Data Analysis

Stakeholder Management

Coaching & Leadership

Change Management

Learning & Performance Strategy

Executive Communication

Tools

Power BI

Workforce analytics tools

Microsoft Office

Job description

AT&T is hiring a Lead Performance Architect in Mesa, AZ to partner with Customer Care leadership and drive performance improvements. You will diagnose root causes, implement targeted interventions, and work across Learning Design and Delivery teams to elevate employee performance, customer experience, and business results.

The role emphasizes coaching, change management, and data-driven insights to guide strategic decisions.