Lead Tech Business Mgmt - FLAIR Ops & Escalation Support
Dallas, Texas
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:
40Time Type:
RegularLocation:
Dallas, TexasSalary Range:
$118,800.00 - $178,200.00It 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.
Job ID R-116469 Date posted 07/23/2026
Benefits
Your needs? Met. Your wants? Considered. Take a look at our comprehensive benefits.
- Paid Time Off
- Tuition Assistance
- Medical and dental plans
- Discounts
- Training & Development
Our hiring process
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