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 Lead Tech Business Mgmt earn between $118,800 - $178,200 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

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