Lead Technical Business Management

AT&T•Dallas, TX

2d•$130,700 - $196,100•Onsite

About The Position

The 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.

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

Nice To Haves

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

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

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