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.