Job Description:

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.

This leadership role delivers the highest level of support for AT&T customers and managed services worldwide, with teams located in the US, AP, and EMEA regions operating on a Follow-the-Sun model to ensure continuous coverage.

This position combines advanced technical expertise with strategic vision, people leadership, and cross‑functional collaboration to deliver exceptional customer support at scale. Serving as a critical bridge between deep technical capability and broad organizational leadership, the role drives technical excellence, resolves complex escalations, and shapes support strategies within a dynamic, large‑scale technology environment.

The Director will lead and develop high‑performing teams while establishing standards, processes, and operating models that ensure consistently high‑quality customer outcomes. With a strong passion for customer service and innovation, the ideal candidate will champion agentic process reinvention—leveraging automation and modern technologies to transform support experiences, improve efficiency, and elevate how customers are served across the organization.

What you’ll do

Customer Focus:Accountable for driving customer‑centric execution across your domain, ensuring customer needs and outcomes are consistently reflected in priorities, roadmaps, and delivery. You will partner closely with operations, technology, and business stakeholders to understand customer pain points, translate insights into actionable initiatives, and improve the end‑to‑end customer experience. You will lead teams responsible for designing and delivering solutions that enhance reliability, responsiveness, and overall customer satisfaction. By leveraging customer feedback, performance metrics, and operational data, you will continuously assess experience gaps and guide improvements that balance customer expectations with business efficiency and scalability. Through strong leadership and cross‑functional collaboration, you will embed a customer‑first mindset into daily execution and decision‑making.Automation & Agentic Workflows:Define and operationalize the automation and agentic workflow strategy for their portfolio, translating enterprise vision into executable roadmaps that modernize the end‑to‑end customer journey. They will lead cross‑functional teams to deploy intelligent automation at scale, driving measurable efficiency gains and directly improving business‑aligned OKRs. Accountable for prioritization, investment alignment, and change adoption—ensuring automation initiatives deliver sustainable improvements in customer experience, operational performance, and organizational scalability.Strategic Management and Planning: Develop and implement strategies to optimize network performance, reliability, and security, ensuring compliance with company and regulatory policies. Shape and drive the vision and strategy for GT3/TCOE, ensuring alignment with broader business and technology objectives. Guide decisions on process optimization, policy development, service enhancements, and resource allocation.Team Leadership and Development:Drive measurable improvements in reliability, responsiveness, and customer satisfaction while balancing operational efficiency and scalability. This position plays a key role in embedding a customer‑first mindset into daily decision‑making, execution, and performance management—ensuring teams consistently deliver experiences that strengthen trust and long‑term value for customers.Direct, mentor, and develop teams of managers, technicians, and engineers through regular huddles, training, coaching, performance evaluations, and handling recruitment and grievances.Performance Monitoring and Incident Response: Conduct surveillance and analysis of network systems, proactively addressing issues and efficiently resolving incidents to minimize downtime. Define and monitor KPIs such as resolution times and customer satisfaction. Ensure consistent, high-quality, and reliable 24/7 support. Oversee the integrity of documentation, knowledge bases, and escalation procedures.Stakeholder and Resource Management: Communicate with stakeholders, manage budget and resources, and ensure the attainment of operational and strategic objectives.Cross-Functional Collaboration: Partner with engineering, product, operations, and vendor teams to address systemic challenges and enhance service delivery. Represent service assurance support perspectives in product improvement discussions and design reviews.Continuous Improvement and Best Practices:Identify and implement support process improvements and technical tools to increase efficiency. Stay current with industry trends and emerging technologies, applying them to enhance AT&T’s support capabilities.

What you’ll need

Bachelor’s degree (BS/BA) desired.10+ years of related experience.

What you’ll bring

Designs and executes strategies that support the overarching philosophy of the organization.Oversees departmental programs and is often hands-on with the design and implementation of applicable strategies.Deep knowledge of telecommunications networks, software systems, operating systems and cloud infrastructure.Typically leads large teams, supervising supervisors as well as career-level staff within the organization.Leadership experience — proven ability managing large teams and complex technical programs.Strong analytical and problem-solving skills - ability to guide teams through ambiguity and complex outages.Responsible for influencing decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.Strong communication and collaboration skills - ability to work across technical and business functions.

Supervisor:Yes

Environmental Requirements:

This position may be responsible for contributing to compliance by AT&T with environmental laws and regulations as applicable to its job function.This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, manholes and vaults, water wells, linear and other construction projects, water discharge or air emissions.

Our Director-Network Ops Center, earns between $174,100 - $261,100. 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 coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotectedAdoption ReimbursementDisability Benefits (short term and long term)Life and Accidental Death InsuranceSupplemental benefit programs: critical illness/accident hospital indemnity/group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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Weekly Hours:

40

Time Type:

Regular

Location:

Dallas, Texas

Salary Range:

$174,100.00 - $261,100.00

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.

Job ID R-100370 Date posted 02/06/2026