Principal Tech Business Mgmt
About The Position
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. The overall purpose of this role is to implement, improve, support, and lead processes, strategies, communications, and tools for technical organizations to enhance operational efficiency and competitive advantage in technical business areas. A thorough knowledge of the technical organization (processes, procedures, tools, applications, systems, etc.) is essential. As an expert in their field, the Principal Tech Business Mgmt applies broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results. This role leads critical, high-impact projects and designs/implements innovative business strategies, working with minimal oversight, frequently consulting senior leadership and influencing executive decisions. The individual also serves as a mentor and assists others with challenging issues. The TCP Career Step Differentiator for this role involves managing very complex tech business management processes such as analyzing data and reporting, managing financials, and Front Door operations for the largest and most complex segments, making recommendations for major improvements.
Requirements
- Bachelor’s degree (BS/BA) desired in Computer Science or Business
- 7+ years of related experience
- Certification is required in some areas
- Thorough knowledge of the technical organization (processes, procedures, tools, applications, systems, etc.)
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 — 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 a plus
Responsibilities
- Provide L2 intake review and governance for FLAIR MyTickets submissions including credit/activation escalations, promotion and VPGM-approved exceptions, fraud/GFMO reviews, and high-level adjustment requests
- Support broadband network escalation pathways — validate, triage, and coordinate 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; provide 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; 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
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Number of Employees
5,001-10,000 employees
