1+ months

LEAD MANAGER ECOMMERCE

Bothell, WA 98021
About the Company


At AT&T, were connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, youll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.


About the Team


The Digital Self-Service online business team is responsible for driving key performance indicators including contact shed, task completion and improved KPIs throughout the online customer's lifecycle. This role is part of Digital Relevance team, responsible for driving Personalization and Navigation enhancements to self-service journeys for existing mobility and broadband customers across.


About the Job


This position is responsible for improving existing customer Navigation and Personalization experiences throughout AT&T digital properties including att.com and the myAT&T app. The business owner will track and understand Relevance performance indicators, identify opportunities, initiate ideas, influence solutions, and measure the results to ensures business outcomes. This role develops business cases and influences the Relevance strategy to impact future experiences. The business owner will partner with the digital product in delivering new digital solutions and designs to meet online business commitments: call shed, improved Customer Experience KPIs, and reduced Post Online Calling Rate. To succeed in the role, the business owner will research Best in Class processes from the industry, challenge business processes and drive changes that matter to customers.


Responsibilities and Day-to-Day View


Identify customer experience opportunities, develop business cases, ensure buy-in from all stakeholders, track project deliverables, and measure outcomes. Work closely with marketing, sales, service/support, Web design and development teams to ensure that eCommerce solutions support business strategy. Monitor and track existing experiences and newly launched capabilities for Relevance effectiveness, by analyzing data from customer satisfaction surveys, click stream data, web analytics, and cross channel data. Optimize existing Navigation and Personalization technologies in production. This position requires knowledge of website design to translate business needs into an online experience that ensures a high-quality customer interaction in all customer touch points. May create website strategy, design online promotional programs for digital products or services to support existing customers or to acquire new customers. Work without supervision on highly complex projects. Expert knowledge of the digital marketing, digital relevance, personalization, and navigation.


Qualifications


5 or more years of ecommerce or marketing experience required


Education: Bachelors degree required


Competencies to include,


Analytical Thinking


Business Assessment


Customer Experience Management


Customer Support Function


Deliver customer-focused results


Ignite innovation and change


Online Marketing


Requirements Analysis


User Experience Design


AT&T is leading the way to the future for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, weve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.

Categories

Posted: 2021-12-10 Expires: 2022-06-04

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LEAD MANAGER ECOMMERCE

AT&T
Bothell, WA 98021

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