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.

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: