Lead Digital Customer Growth - Platform & Workflow Automation

AT&T•Dallas, TX

2d•$143,800 - $215,800•Onsite

About The Position

The Lead Digital Customer Growth role leads the evolution of intake and workflow capabilities within DRIVE (Digital Repository for Integration, Visibility, and Enablement), the single source of truth where Digital teams submit requests and track work across the project lifecycle. The role owns the platform roadmap, evaluates and improves intake and workflow processes, and delivers practical improvements using low-code capabilities and approved automation and AI tools. Key priorities include automating intake and workflow processes, reducing manual effort and unnecessary handoffs, improving data integrity and visibility, and expanding the practical use of AI, automation, and agentic workflows. This is a hands-on, high-visibility opportunity to shape how a large Digital organization works. The position is full-time and onsite in Dallas, Texas, five days per week at the designated work location. Relocation is not offered. The role is an experienced professional position involving complex problem solving, strategic autonomy, leadership of significant projects, influence on executive decisions, mentoring less experienced staff, and collaboration with senior leadership. It has no supervisory responsibility.

Requirements

At least 5 years of relevant experience in platform or product ownership, workflow automation, process improvement, digital operations, or a related field, including end-to-end ownership of a platform, product, or process.
Experience managing a platform roadmap or prioritized improvement backlog from requirements through delivery and adoption.
Hands-on experience building and improving low-code applications or workflow solutions, including testing, troubleshooting, and maintaining deployed capabilities.
Ability to use AI-assisted tools to create, adapt, and validate solutions, with sound judgment about output quality and appropriate review.
Working understanding of APIs, Snowflake, and data structures sufficient to define requirements and partner effectively with technical teams; hands-on implementation experience is not required.
Demonstrated experience mapping, redesigning, and improving intake, request-management, or workflow processes, including work-management platforms and connections to other systems.
Proven ability to coordinate cross-functional delivery, influence partners without direct authority, and communicate tradeoffs, priorities, and results clearly.
Bachelor’s degree (BS/BA) desired.
Certification is required in some areas.

Nice To Haves

Familiarity with HTML, CSS, and JavaScript, including adapting and troubleshooting code with AI assistance.
Experience applying approved AI tools to business workflows, including summarization, classification, routing, and data enrichment.
Experience designing or piloting AI agents, including appropriate guardrails and human-in-the-loop review.
Experience working in a large, matrixed digital, technology, or telecommunications organization.

Responsibilities

Lead DRIVE product direction and maintain a single prioritized roadmap covering platform enhancements, workflow improvements, automation, AI and agentic workflows, and system connectivity.
Prioritize opportunities based on business value, feasibility, effort, and dependencies, and develop business cases when needed.
Build, test, release, and maintain low-code solutions, using AI-assisted development where appropriate.
Translate business needs and user feedback into clear requirements, practical solutions, and manageable releases.
Balance new capability delivery with platform maintenance, usability, reliability, and ongoing performance.
Own the Digital intake process from request submission through triage, assessment, and handoff to execution teams.
Evaluate and improve request, assessment, and work-management processes to eliminate unnecessary steps, handoffs, and duplicate effort.
Define and document future-state intake and workflow processes, standards, and roles with business and delivery teams, and drive adoption.
Design and implement automation and agent-assisted steps for activities such as request validation, classification, routing, summarization, and duplicate detection.
Pilot and validate AI-assisted and agentic capabilities, including agents that triage, enrich, and route requests using approved internal tools.
Establish human review, guardrails, and monitoring before broader adoption of AI-enabled capabilities.
Establish and maintain DRIVE data definitions, validation rules, and workflow controls to improve data completeness, consistency, and accuracy.
Partner with technical and data teams to use APIs and Snowflake data to connect DRIVE with downstream tools.
Build connections using approved low-code capabilities and partner with technical teams on more complex integrations.
Define information-sharing requirements with downstream system owners, including data ownership, update frequency, and issue resolution.
Maintain clear accountability for DRIVE while execution and source-system ownership remain with the appropriate downstream teams.
Gather user feedback and incorporate insights into platform and workflow improvements.
Communicate releases and provide practical guidance to support adoption of new capabilities.
Monitor workflow performance and data quality.
Resolve issues within DRIVE and coordinate with partners when issues originate in other systems.
Maintain solution documentation and change controls.
Communicate progress, results, risks, and decisions needed to stakeholders.

Benefits

Medical, dental, and vision coverage
401(k) plan
Tuition reimbursement program
Paid time off and holidays, including at least 23 vacation days each year and 9 company-designated holidays, based on date of hire
Paid parental leave
Paid caregiver leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption reimbursement
Short-term and long-term disability benefits
Life and accidental death insurance
Supplemental benefit programs, including critical illness, accident hospital indemnity, and group legal
Employee Assistance Programs (EAP)
Employee wellness programs
Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available), and AT&T phone