Overall Purpose: Strategically direct and lead large teams, ensuring the development, delivery, and optimization of operations across various technical sub-families to align with organizational goals and drive innovation. Sub-family areas may include Agile, Software Design and Delivery, Tech Business Support for IT orgs, Database, Systems Architecture and Engineering, Systems Technical Support, and Software Delivery Proj/Prog Mgmt. This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. Relocation is offered.

Job Contribution: Develops the organization’s philosophy, departmental strategies and defines long-term goals and alignment with overall business objectives. Typically leads large teams, directly supervising supervisors as well as senior staff within the organization. Plays a significant part in cross-functional initiatives across AT&T. Responsible for influencing decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates. Supervisor: Yes

Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:

• Team Leadership: Leads staff in developing, supporting, and maintaining new and existing applications or systems, ensuring system integrity.

• Software Development Lifecycle: Oversees the software development lifecycle process, ensuring efficient and effective delivery of solutions.

• Vendor and Consultant Coordination: Coordinates with technology vendors, outside consultants, and internal resources for project support and evaluation.

• Strategic Collaboration: Works across business areas and IT organizations to identify business issues, develop strategies, and set technical direction.

• Project Leadership: Provides leadership for projects, including business case development, requirement definition, detailed planning, resource allocation, and budget tracking.

• Lead the execution of the Customer Contact Transformation strategy, driving large-scale change initiatives designed to reduce customer effort, accelerate digital adoption, and enable AI-powered customer experiences.
• Define and execute the AI transformation strategy and multi-year roadmap, translating customer, business, and technology priorities into a sequenced portfolio of scalable AI capabilities.
• Partner across Technology, Product, Digital, Data, Architecture, and Operations to establish the platforms, reusable capabilities, integration patterns, and data foundations required to accelerate AI delivery and avoid fragmented point solutions.
• Evaluate emerging AI technologies, platforms, and strategic partners, guiding build-versus-buy decisions and using disciplined experimentation, measurable success criteria, and clear scale-or-stop decisions to advance the roadmap.
• Own strategic programs focused on contact elimination, real-time AI assistance, and customer experience transformation, ensuring alignment to enterprise goals and commitments.
• Establish governance structures, operating rhythms, performance management processes, and executive reporting mechanisms to drive accountability and accelerate decision-making across transformation workstreams.
• Drive strategy development, gap analysis, and roadmap creation to achieve long-term customer contact, containment, and AI-assist objectives.
• Partner with senior executives to evaluate opportunities, prioritize investments, define resource requirements, and secure organizational alignment for transformational initiatives.
• Lead identification and removal of systemic customer contact drivers through upstream process improvements, policy changes, technology enhancements, and cross-functional partnerships.
• Oversee development of future-state operating models that enable customer-problem-centric workstreams, rapid experimentation, and scalable execution.
• Partner with Technology, Digital, and Product organizations to assess capability gaps, evaluate future-state technology investments, and accelerate delivery of high-impact transformation initiatives.
• Build executive business cases and funding recommendations, ensuring investment decisions are aligned to enterprise priorities, customer experience outcomes, and measurable business value.
• Lead enterprise change management efforts, including communication strategy, organizational readiness, stakeholder alignment, process adoption, and workforce transformation activities.
• Foster a culture of innovation, experimentation, and continuous improvement by challenging legacy processes, identifying breakthrough opportunities, and scaling successful outcomes across the organization.

Education/Experience: Bachelor’s degree (BS/BA) desired in Technology-related field. 10+ years of related experience and technical acumen.

Requirements:

• Proven experience leading large-scale business transformation, operating model redesign, AI enablement, digital modernization, or customer experience transformation programs.
• Demonstrated ability to influence across organizational boundaries and drive alignment among senior executives and cross-functional stakeholders.
• Strong strategic planning, organizational design, governance, and portfolio management expertise.
• Experience translating ambitious enterprise objectives into actionable roadmaps, measurable outcomes, and sustainable operating models.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
• Long Term Grants and Deferred Compensation
• Paid Time Off and Holidays (based on date of hire, at least 28 days of vacation each year and 9 company-designated holidays

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AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.