Lead Tech Business Mgmt - Flair Ops & Escalation Support

Lead Tech Business Mgmt - FLAIR Ops & Escalation Support L2 Business Management   ---------------------------------------------------------------------------------------- **Role Summary** The L2 Business Management – Frontline Continuity Operations role provides second-level business and operational support for the FLAIR (Front Line Access & Issue Resolution) intake model. This position ensures complex escalations, policy exceptions, and system-related issues are reviewed, governed, and resolved in alignment with enterprise standards. The role focuses on issue management, root-cause analysis, escalation governance, and operational insight generation rather than transactional ticket handling.   **Key Responsibilities**   * Provide L2 intake and governance support for FLAIR MyTickets submissions, including credit and activation escalations, promotion and VPGM-approved exceptions, fraud and GFMO reviews, and high-level adjustment requests. * Validate escalations for proper routing, required approvals, and completeness before engaging downstream partners. * Identify and resolve misrouted or invalid requests while providing clear guidance back to frontline teams. * Conduct root-cause analysis on repeat or systemic issues to identify process gaps, training opportunities, or system defects. * Partner with technology, credit, fraud, and operations teams to investigate and resolve complex issues. * Analyze MyTicket operational data to identify trends, volume drivers, and opportunities for automation or process improvement. * Produce operational insights and reporting to support leadership decision-making and workforce planning. * Maintain escalation governance standards and contribute to knowledge artifacts, guidance documentation, and response templates. * Represent Frontline Continuity operations in cross-functional working sessions, intake calls, and process reviews.   **Required Qualifications**   * Experience in business operations, escalation management, or program support roles. * Strong analytical skills with the ability to interpret operational data and identify actionable insights. * Working knowledge of enterprise ticketing, escalation, or support systems. * Ability to interpret policy and apply governance standards consistently. * Strong written and verbal communication skills. * Demonstrated ability to work across multiple functional teams in a matrixed environment.   **Success Measures**   * Reduction in misrouted or invalid FLAIR submissions. * Improved quality and consistency of escalation reviews. * Identification and mitigation of systemic issue drivers. * Decreased repeat escalations through education, automation, or process correction. **Job Contribution:** 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 **TCP Career Step Differentiator:** Manages very complex tech business management processes such as analyzing data and reporting, managing financials, Front Door, etc. **Education/Experience:** Bachelor’s degree (BS/BA) desired in Computer Science or Business. 5+ years of related experience.   **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.** Our Lead Tech Business Mgmt jobs earn between $118,800.00 - $178,200.00 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 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 **Weekly Hours:** 40 **Time Type:** Regular **Location:** Dallas, Texas **Salary Range:** $118,800.00 - $178,200.00 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.