Responsible for simplifying the customer experience for complex business solutions, including multi-product and multi-site environments. This role applies systems thinking and end-to-end process reinvention to design the future-state B2B telecom experience with an AI- and agentic-first mindset. The position will define reference models for how customer jobs get done across product archetypes, enabling reusable and modular systems, processes, and tools. This role will help shape the future of business customer experience.

What you'll do

• Simplify the end-to-end customer experience for complex solutions across multiple products and sites.

• Lead transformation initiatives focused on end-to-end process reinvention, not incremental optimization.

• Apply systems thinking to identify pain points, eliminate complexity, and improve how customer needs are fulfilled with attention to the end-to-end customer journey.

• Establish reference models for how customer jobs are completed across product archetypes.

• Enable the design of reusable, modular systems, tools, and processes that scale across the business.

• Identify opportunities to apply AI, automation, and agentic capabilities to improve customer and employee experiences.

• Partner across product, technology, operations, CX, and service delivery teams to implement future-state solutions.

What you’ll need

• Experience in product management, process transformation, customer experience, and/or business transformation.

• Strong systems thinking and end-to-end process design capabilities.

• Experience simplifying complex customer journeys or operating models.

• Ability to define scalable frameworks and future-state models in ambiguous environments.

• Familiarity with AI-enabled, automated, and/or agentic workflows.

• Strong communication, collaboration, and stakeholder management skills.

What you’ll bring

• Bachelor’s degree preferred.

• 5+ years of related experience preferred.

• Broad experience of fiber, wireless, and value-added services is key.

• GenAI expertise

• Agentic AI expertise -Ideally has built or led development of AI agents in a commercial context

Role Impact

This is a high-impact leadership role for an experienced professional who will help define how complex business customer solutions are delivered in the future. The person in this role will shape new models for customer interaction, process design, and business execution, enabling more modular, intelligent, and scalable ways to serve customers and support growth.

Supervisor: No

Our Lead Product Management & Develop managers earn between $143,800 - $215,800. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.  

Joining our team comes with amazing perks and 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

If you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility.  Apply today!

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.