Senior Performance Architect, Customer Care

AT&T; Tustin (CA); On-site; USD 106,000 - 158,000; 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

Adoption Reimbursement

Disability Benefits

Life Insurance

Employee Discounts

Job summary

AT&T is seeking a Lead Performance Architect in Cerritos, CA to partner with Customer Care leadership, diagnose performance gaps, and drive targeted interventions. The role emphasizes coaching, data analytics, and cross-functional collaboration to enhance employee performance and customer experience.

Responsibilities include identifying root causes, informing solutions, and supporting change management to sustain improvements across the 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

Performance Consulting

Root Cause Analysis

Data Analysis

Coaching & Leader Development

Change Management

Executive Communication

Continuous Improvement

Stakeholder Management

Tools

Power BI

Microsoft Office

Job description

AT&T is seeking a Lead Performance Architect in Cerritos, CA to partner with Customer Care leadership, diagnose performance gaps, and drive targeted interventions. The role emphasizes coaching, data analytics, and cross-functional collaboration to enhance employee performance and customer experience.

Responsibilities include identifying root causes, informing solutions, and supporting change management to sustain improvements across the organization.