Senior Client Support Operations Manager

Location: Dallas, TX
Work Arrangement: Hybrid — 2 days/week onsite at AT&T Corporate Headquarters

We’re looking for a Senior Client Support Operations Manager to join a seven-person support team responsible for day-to-day support operations and client service for a major enterprise account.

This is a highly collaborative, client-facing role focused on service operations, incident and outage coordination, escalation management, operational stability, and customer experience
. You’ll work across technical and business teams to coordinate issue resolution, communicate with stakeholders, identify service trends, and provide actionable performance insights.

Technical training and support for accessing the required tools will be provided. _Senior Client Support…

• Provide day-to-day operational support for customer outages and service-related issues.
• Monitor outage events and coordinate incident response and resolution efforts.
• Drive escalations based on business impact, urgency, and customer needs
  .
• Coordinate cross-functional teams and resources to support timely issue resolution and service restoration.
• Maintain clear, timely communication with customers and internal stakeholders throughout incidents and ongoing operations.
• Plan and oversee scheduled maintenance activities and ensure operational readiness.
• Monitor service performance, identify trends, and evaluate operational risks.
• Recommend actions to improve service delivery, operational stability, and customer satisfaction.
• Develop customized reporting and provide performance insights to clients and internal stakeholders.
• Determine appropriate communication and escalation strategies based on individual situations and business impact.
• Participate in Quarterly Business Reviews (QBRs) and ensure reporting is accurate, relevant, and aligned with business objectives.
• Manage multiple competing issues and exercise independent judgment when balancing client needs with broader business priorities. _Senior Client Support…

• Strong experience in client support operations, service delivery, account management, or a similar operational environment
  .
• Strong coordination and communication skills, particularly when working across multiple technical and business teams.
• Ability to manage complex or high-impact situations and make sound decisions independently.
• Experience coordinating incidents, outages, escalations, and service restoration
  .
• Ability to interpret complex situations, assess business impact, and determine the appropriate response.
• Strong customer-service mindset with the ability to maintain effective client relationships.
• Experience developing or presenting service performance reporting, operational insights, or business reviews
  .
• Strong organizational skills and the ability to prioritize multiple issues simultaneously. _Senior Client Support…

This position requires working onsite at the AT&T Corporate Headquarters in Dallas, Texas, two days per week
. _Senior Client Support…

The ideal candidate is someone who can take ownership of operational issues, bring the right teams together, communicate clearly with the client, and make practical decisions based on business impact
. This role is less about simply tracking tickets and more about actively managing the overall service experience and keeping operations stable.