Lead Tech Business Mgmt FLAIR Ops & Escalation Support

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: Bachelors 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.

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:

Time Type:

Location:

Salary Range:

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 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.