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.

As Lead Service Management, you will be responsible for supporting AT&Ts complex Mobility account modules, customer satisfaction, and retention by effectively managing service inquiries and resolving issues using industry-standard practices.

What you’ll do

Typical tasks may include, but are not limited to, the following:

Customer Issue Resolution and Communication: Acting as the primary point of contact for escalated customer issues and resolving them promptly & effectively. Maintaining clear, professional communication with customers and executive staff.

Service Quality and Process Improvement: Monitoring and assessing service quality, developing and implementing strategies for process improvement.

Data Analysis and Reporting: Utilizing online tools to extract, analyze, and customize performance data for stewardship reports, driving actionable items to support customer needs.

Customer Training and Tool Promotion: Educating customers on the use of online servicing and billing tools, leading training sessions to improve customer self-service capabilities and promoting the use of these tools as alternative solutions.

Relationship Management and Policy Implementation: Fostering strong relationships with key customers and stakeholders, developing and maintaining customer-specific service guides, and implementing comprehensive programs to minimize churn and ensure compliance with service policies.

What you’ll need

Bachelor’s degree (BS/BA) desired.

5+ years of related experience.

Certification is required in some areas.

What you’ll bring

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

Our Lead Service Management earns between $94,300 - $141,500. Not to mention all the other amazing rewards that working at AT&T offers. In0dividual 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

If you’re ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. 

Apply today!

Weekly Hours:

40

Time Type:

Regular

Location:

USA:GA:Alpharetta / 300 North Point Pkwy - Dat (owned):300 North Point Pkwy

Salary Range:

$94,300.00 - $169,800.00

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-91961-3 Date posted 12/09/2025