Lead Performance Architect

Job Description - ExternalThis position requires 5 days a week on site., 40 hours per weekThe position is only offered in the locations providedLocation: Charlotte, NCRelocation is not offered for this positionPosition SummaryThe Performance Architect serves as a strategic partner to Customer Care center leadership, helping identify performance opportunities and align business needs with effective solutions. This role works closely with General Managers, Operations Leaders, Learning Design, and Delivery teams to diagnose performance challenges, recommend targeted interventions, and improve employee performance, customer experience, and business results.Performance Architects focus on performance outcomes—not just training—by evaluating root causes and implementing solutions that may include coaching, learning, communications, process improvements, performance support tools, and leader enablement strategies.Key ResponsibilitiesPartner with Customer Care leaders to understand business priorities, operational goals, and performance challenges.Identify root causes of performance gaps through analysis, observations, call listening, and stakeholder engagement.Recommend and implement solutions that improve employee effectiveness and operational results.Collaborate with Learning Design and Delivery teams to develop and deploy performance solutions.Equip leaders with tools, insights, and strategies to strengthen coaching, accountability, and team performance.Utilize data, analytics, and operational metrics to identify trends, measure impact, and inform recommendations.Support change initiatives and reinforce adoption of new skills, behaviors, and processes.Share best practices and identify opportunities to drive continuous improvement across the organization.Core CompetenciesBusiness AcumenPerformance Consulting & Root Cause AnalysisStrategic Problem SolvingData Analysis & InsightsStakeholder Management & Influencing SkillsCoaching & Leader DevelopmentChange ManagementLearning & Performance StrategyExecutive CommunicationContinuous Improvement MindsetPreferred QualificationsExperience in customer care, contact center operations, learning and development, organizational effectiveness, or performance consulting.Strong analytical skills with the ability to translate data into actionable recommendations.Proven ability to influence leaders and drive results in a matrixed environment.Experience leading cross-functional initiatives and managing multiple priorities.Proficiency with Microsoft Office applications; experience with Power BI and workforce analytics tools preferred. Our Lead Performance Architect jobs earn between $94,300.00 - $141,500.00 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 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 phoneWeekly Hours:40Time Type:RegularLocation:Charlotte, North CarolinaSalary Range: $94,300.00 - $141,500.00AT&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.