Lead Technical Business Management

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 implemen

Benefits

Additional Information

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

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