Responsible for enhancement and improvement of ATT web site (service and support) for Home Solutions (Wireline).
This position is viewed as the foremost expert within e-Commerce discipline and as an acknowledged authority within the organization. Plays a key role in defining the business requirements and representing the business case for business-critical projects designed to enhance and improve the customer experience within myAT&T (service) and eSupport within att.com.
Manages assigned projects from idea generation, requirements definition, development and implementation representing the business and all key stakeholders.
Analyzes historical web performance, customer satisfaction data and call center/call driver information to inform decisions on functionality and enhancements.
Keeps up to date on industry best practices in web design and delivery of customer-facing support and account management functionality on desktop, laptop and mobile device.
Manages project milestones and deliverables, works with delivery teams to plan and review usability or focus group results, presents status to leadership.
Responsible for improving key business metrics such as customer satisfaction, call shed, feature revenue and churn for those customers acquired using projects and programs described above
Work directly with team members from other businesses within att.com as well as various call center/customer facing contact entities
Seven or more years of digital experience
Three or more years of online marketing experience
Experience within the wireless industry
Proficient in Microsoft Word, Excel, and PowerPoint
Excellent interpersonal and teamwork skills to work effectively across a multi-organization team structure
Advanced knowledge of company products/services
Understanding of segmentation, creative development, and results tracking and analysis
Knowledgeable about Online Marketing Tactics: search engine marketing, multi-media and content management
Specific experience writing business requirements and business cases for eCommerce applications
Experience with internet merchandising tasks including: pricing, inventory management, banner advertisement, and landing page creation
Knowledge of web development processes and technology
Working knowledge of operations management principles and IT applications
Bachelors degree in Marketing, Business or IT preferred
AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
Jan 15, 2013, 12:02:28 PM
Mar 1, 2013, 11:59:59 PM
Senior Associate/Second Level Manager
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