Job Description

Why Join AT&T

This is an opportunity to help shape how large-scale customer care initiatives are delivered at AT&T. If you are a strong project leader who thrives in complex, cross-functional environments and enjoys driving operational improvement, we encourage you to apply.

AT&T is looking for candidates who think differently, challenge respectfully, communicate transparently, collaborate effectively, and are ready to lead change in a fast-moving environment.

Lead Technical Business Management –
FLAIR Operations & Escalation Support role provides second-level business and operational support for Mass Markets frontline continuity. This position governs and resolves complex escalations, policy exceptions, and system-related issues requiring advanced review and cross-functional coordination.

This role is not transactional. It is analytical, governance-driven, and technically focused — designed to improve escalation quality, reduce repeat issue drivers, and align operational outcomes with enterprise policy and customer experience standards.

Overall Purpose

Responsible for implementing, improving, supporting, and leading the processes, strategies, communications, and tools for technical organizations to enhance operational efficiency and competitive advantage in technical business areas. This role requires thorough knowledge of the technical organization, including processes, procedures, tools, applications, and systems.

Key Roles and Responsibilities

• Provide L2 intake review and governance for FLAIR MyTickets submissions, including credit and activation escalations, promotion and VPGM-approved exceptions, fraud and GFMO reviews, and high-level adjustment requests
• Support broadband network escalation pathways by validating, triaging, and coordinating resolution for service-impacting issues affecting Mass Markets customers, including connectivity, provisioning, and network-related escalations requiring structured intake and downstream partner engagement
• Validate escalations for accuracy, completeness, and required approvals before engaging downstream or network operations partners
• Identify and resolve misrouted, incomplete, or invalid requests, while providing clear guidance and corrective feedback to frontline teams
• Conduct root-cause analysis on repeat or systemic issues to identify process gaps, training opportunities, system defects, or network anomalies driving escalation volume
• Partner with Technology, Network Operations, Credit, Fraud, and Operations teams to investigate and resolve complex escalations requiring cross-functional coordination
• Analyze MyTicket operational data to identify trends, volume drivers, and opportunities for automation or process improvement
• Develop operational insights and reporting to support leadership decision-making and workforce planning
• Maintain escalation governance standards and contribute to knowledge artifacts, SOPs, guidance documentation, and response templates
• Represent Frontline Continuity in cross-functional working sessions, intake calls, and process design reviews
• Support process improvement initiatives, compliance documentation, and operational readiness efforts as assigned

Preferred / Technical Skills

• Familiarity with AT&T Mass Markets systems, including provisioning, address validation, service qualification, or order management platforms
• Experience with broadband or wireline network escalation triage in fiber, wireless, or fixed wireless environments
• Proficiency with PowerBI, Tableau, or equivalent analytics platforms for operational reporting and trend analysis
• Background in Agile methodology or structured project-based operational support
• Knowledge of BCP/Frontline Continuity frameworks or incident management and response processes
• Understanding of FLAIR, SDP, UDAS, or equivalent AT&T provisioning and support systems is a plus
  

Requirements

• Experience validating escalations for accuracy, completeness, and required approvals before engaging downstream or network operations partners
• Ability to identify and resolve misrouted, incomplete, or invalid requests and provide clear guidance and corrective feedback to frontline teams
• Experience conducting root-cause analysis on repeat or systemic issues to identify process gaps, training opportunities, system defects, or network anomalies
• Ability to partner cross-functionally with Technology, Network Operations, Credit, Fraud, and Operations teams to investigate and resolve complex escalations
• Experience analyzing operational data to identify trends, volume drivers, and opportunities for automation or process improvement
• Bachelor’s degree in Computer Science or Business desired
• 7+ years of related experience in a large corporate environment
  

Job Contribution / Experience

An expert in the field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results. Leads critical, high-impact projects and designs and implements innovative business strategies. Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions. Serves as a mentor and assists others with challenging issues.

TCP Career Step Differentiator: Manages very complex tech business management processes such as analyzing data and reporting, managing financials, Front Door, and related activities for the largest, most complex segments. Makes recommendations for major improvements.

Education / Experience: Bachelor’s degree (BS/BA) desired in Computer Science or Business. 7+ years of related experience. Certification is required in some areas.

Our Lead Tech Business Mgmt earn between $130,700 - $196100 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 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

• 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

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups. And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions. With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

Ready to close the deal on a career with AT&T? Apply today.

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.

Weekly Hours:

40

Time Type:

Regular

Location:

Dallas, Texas

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.