Lead Performance Architect, Orlando, FL
About The Position
The Performance Architect serves as a strategic partner to Customer Care center leadership, helping identify performance opportunities and align business needs with effective solutions. This role works closely with General Managers, Operations Leaders, Learning Design, and Delivery teams to diagnose performance challenges, recommend targeted interventions, and improve employee performance, customer experience, and business results. Performance Architects focus on performance outcomes—not just training—by evaluating root causes and implementing solutions that may include coaching, learning, communications, process improvements, performance support tools, and leader enablement strategies.
Requirements
- Business Acumen
- Performance Consulting & Root Cause Analysis
- Strategic Problem Solving
- Data Analysis & Insights
- Stakeholder Management & Influencing Skills
- Coaching & Leader Development
- Change Management
- Learning & Performance Strategy
- Executive Communication
- Continuous Improvement Mindset
Nice To Haves
- 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.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
