Lead Product Technology

AT&T•Dallas, TX

23d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. The Continuous Product Improvement team is dedicated to creating lovable products that customers actively choose and advocate for. Our mission is to elevate customer experience across Fiber, Fixed Wireless, and Wireless by driving Net Promoter Score (NPS) to 50 through relentless friction removal and cross-functional collaboration. This program management role is pivotal in identifying pain points, initiating targeted workstreams, and aligning stakeholders across Product, Care, Retail, Technology, Digital, and more. The successful candidate will lead with customer obsession, using insights from Customer Experience (CX) testing, research, and analytics to uncover root causes, size opportunities, and realize benefits. As the CX face of a product, this leader will manage inbound requests—from escalations to churn mitigation—and coordinate resolution efforts. They will champion a flywheel effect of continuous improvement, embedding wins into future roadmaps and inspiring a culture of accountability and customer-centricity. Overall Purpose: Design, develop, operate technology solutions in support of a Marketing or Product Organization.

Requirements

An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge.
Leads significant projects with strategic autonomy, influencing executive decisions.
Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.
Bachelor’s degree (BS/BA) desired.
5+ years of related experience.
Certification is required in some areas.

Responsibilities

Drive NPS improvements across Fiber, Wireless, and Fixed Wireless through quick wins and bold initiatives.
Lead cross-functional collaboration to deliver measurable CX outcomes.
Evangelize customer obsession and build a culture of accountability.
Leverage CX insights to identify root causes and size opportunities.
Act as the central CX point of contact for one product, managing escalations and coordinating solutions.
Create a self-sustaining improvement cycle that feeds future product roadmaps.
Coordinate Cross-Functional Teams: Define strategy, technical roadmap, and business cases for rapid delivery of new applications and enhancements, including products, pricing, offers, and promotions.
Customer Advocacy and Expertise: Serve as the voice of the customer, providing subject matter expertise on marketing technology platforms, CX solutions, billing systems, and other technical applications.
Technical Project Leadership: Lead technical projects using Agile methodology, including planning, execution, use of standard Agile tools, Epic creation, and User Story development.
Development and Testing: Define requirements, write code, document, create user stories, execute test cases, debug applications, and interact with users for system requirements and modifications.
Training and Support: Provide training and support to marketing and sales teams, manage system settings, plan and execute testing, and prepare channel readiness documentation.

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