About this role
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.