Performance Architect: Lead Coaching & Ops Analytics

AT&T; Orlando (FL); On-site; USD 94,000 - 142,000; 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

Extended sick leave policies

Adoption Reimbursement

Disability Benefits

Life and AD&D Insurance

Supplemental benefit programs

Employee Assistance Programs (EAP)

Wellness programs

Employee discounts on AT&T mobility, 2

Job summary

AT&T is seeking a Lead Performance Architect in Orlando to partner with Customer Care leadership, diagnose performance challenges, and implement targeted interventions that improve employee performance, customer experience, and business results.

The role focuses on performance outcomes beyond training, using coaching, process improvements, and leader enablement strategies. Successful candidates will influence senior leaders and drive cross-functional initiatives in a matrixed organization.

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

Strategic Problem Solving

Data Analysis & Insights

Stakeholder Management

Coaching & Leader Development

Change Management

Learning & Performance Strategy

Executive Communication

Continuous Improvement Mindset

Tools

Microsoft Office

Power BI

Workforce analytics tools

Job description

AT&T is seeking a Lead Performance Architect in Orlando to partner with Customer Care leadership, diagnose performance challenges, and implement targeted interventions that improve employee performance, customer experience, and business results.

The role focuses on performance outcomes beyond training, using coaching, process improvements, and leader enablement strategies. Successful candidates will influence senior leaders and drive cross-functional initiatives in a matrixed organization.