Lead Digital Customer Growth - Platform & Workflow Automation

This is a full-time onsite role based in the location(s) posted and is performed from the designated work location five days per week. No relocation is offered. Lead 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.

This role leads the platform roadmap, evaluates and improves current intake and workflow processes, and builds 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 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.

Key Responsibilities DRIVE Ownership & Hands-On Delivery 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, developing 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 delivery of new capabilities with platform maintenance, usability, reliability, and ongoing performance.

Intake & Workflow Process Improvement Own the Digital intake process from request submission through triage, assessment, and handoff to execution teams. Evaluate how work is requested, assessed, and managed to eliminate unnecessary steps, handoffs, and duplicate effort.

Define and document future-state intake and workflow processes, standards, and roles in partnership 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 Duplicate detection Pilot and validate AI-assisted and agentic capabilities, including agents that triage, enrich, and route requests using approved internal tools. Establish appropriate human review, guardrails, and monitoring before broader adoption of AI-enabled capabilities.

Data Quality & System Connectivity Establish and maintain DRIVE data definitions, validation rules, and workflow controls that improve data completeness, consistency, and accuracy. Partner cross-functionally with technical and data teams to use APIs and Snowflake data to connect DRIVE with downstream tools.

Build connections supported by 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 Issue resolution Maintain clear accountability for DRIVE while execution and source-system ownership remain with the appropriate downstream teams.

Adoption & Ongoing Performance Gather user feedback and incorporate insights into platform and workflow improvements. Communicate releases and provide practical guidance that helps teams adopt 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. Required Qualifications 5+ years of relevant experience in platform or product ownership, workflow automation, process improvement, digital operations, or a related field, including ownership of a platform, product, or process end to end.

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 around output quality and appropriate review. A traditional software development background is not required. 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 their connections to other systems. Proven ability to coordinate cross-functional delivery, influence partners without direct authority, and clearly communicate tradeoffs, priorities, and results.

Preferred Qualifications Familiarity with HTML, CSS, and JavaScript, including adapting and troubleshooting code with AI assistance. Experience applying approved AI tools to business workflows, including use cases such as: Summarization Classification Routing 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. Measures of Success Success will be evaluated against agreed priorities and established baselines, including: Faster, more consistent intake: Reduced time from request submission to decision, with increased automation of validation, classification, and routing.

Reduced manual effort: Less manual handling, duplicate entry, reconciliation, and avoidable rework. Improved data quality: Greater completeness, accuracy, and consistency of DRIVE data. Strong adoption and visibility: High user adoption and reliable visibility into work across the project lifecycle.

Job Contribution: 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.

Supervisor: No Education/Experience: Bachelor’s degree (BS/BA) desired. 5+ years of related experience. Certification is required in some areas. Our Lead Digital Customer Growth jobs earn between $143,800.00 - $215,800.00 USD Annual. 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 Weekly Hours: 40 Time Type: Regular Location: Dallas, Texas Salary Range: $143,800.00 - $215,800.00 AT&T and its subsidiaries are committed to equal employment opportunity.

All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws.

In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here .