About the position
Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won't just imagine the future-you'll create it. The AT&T Guarantee Product Team is responsible for driving product outcomes, metrics, and competitive analysis to ensure the AT&T Guarantee product consistently meets and exceeds customer commitments. The Product Lead owns defining, tracking, and improving key performance indicators related to customer satisfaction, service reliability, and product effectiveness. Responsibilities include managing the product's business case and P&L to maximize value while maintaining dependable service.
Responsibilities
- Own and define the key success outcomes and metrics that reflect customer satisfaction, service reliability, and product effectiveness.
- Establish clear measurement frameworks, track performance against these KPIs, and drive data-driven decision-making to enhance product delivery.
- Continuously monitor and analyze competitor offerings and industry trends related to guaranteed service products.
- Identify differentiators, gaps, and emerging opportunities to position the AT&T Guarantee product as a market leader.
- Conduct targeted market research and competitive analysis focused on customer expectations for guaranteed service levels.
- Build and maintain clear, actionable product roadmaps that prioritize initiatives directly supporting customer commitments and success metrics.
- Partner closely with business units, technology teams, UX designers, and external partners to design, refine, and deliver a seamless and trustworthy customer experience.
- Regularly engage senior leadership and key stakeholders with transparent updates on product performance, risks to customer commitments, success metrics, competitive positioning, and strategic initiatives.
Requirements
- Bachelor's degree (BS/BA) desired.
- 7+ years of related experience in product management or related fields.
- Demonstrated experience launching new products as well as managing mature products.
- Experience includes a focus on customer guarantees, competitive product strategy, success metrics, service-level commitments, or quality assurance in telecommunications or similar industries.
Nice-to-haves
- Master's degree preferred.
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (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
