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.
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. Must have a thorough knowledge of the technical organization (processes, procedures, tools, applications, systems, etc.)
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
Provide L2 intake review and governance for FLAIR MyTickets submissions including credit/activation escalations, promotion and VPGM-approved exceptions, fraud/GFMO reviews, and high-level adjustment requests
Support broadband network escalation pathways — validate, triage, and coordinate 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; provide 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; 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 — 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 a plus
Job Contribution: An expert in their 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/implements innovative business strategies. Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions. Serves as a mentor and assists others with challenging issues.
TCP Career Step Differentiator: Manages very complex tech business management processes such as analyzing data and reporting, managing financials, Front Door, etc. for the largest most complex segments. Makes recommendations for major improvements.
Education/Experience: Bachelor’s degree (BS/BA) desired in Computer Science or Business. 7+ years of related experience. Certification is required in some areas.
Our Principal Tech Business Mgmt earn between $130,700 - $196100 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
- 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
