ROLE OVERVIEW:

The Human Assist Strategy lead will serve as a strategic advisor to the Assistant Vice President of Digital Strategy, responsible for shaping AT&T’s service delivery and customer support experience across human-assisted touchpoints, both online and in-store. This role will provide data-driven recommendations to enhance the quality and efficiency of interactions involving customer support agents, digital chat, and retail associates. The ideal candidate will champion operational performance, customer satisfaction, and platform improvements that elevate the Human Assist experience. They will work cross-functionally to influence the roadmap for experience enhancements and funnel improvements while tracking key performance indicators such as call volume, completion percentages, resolution rates, and service satisfaction scores.

KEY RESPONSIBILITIES:

• Identify opportunities to optimize human-assisted servicing touchpoints across digital and physical channels.
• Monitor and analyze Human Assist KPIs, including transaction performance, resolution time, and CSAT scores.
• Recommend platform and experience enhancements that reduce customer effort and improve conversion.
• Lead reporting on Human Assist effectiveness across enterprise segments.
• Collaborate with digital product, analytics, customer experience, and operations teams to drive roadmap alignment.
• Champion initiatives that balance self-service automation with high-value Human Assist interactions.