Collyde

<p><strong>Location:</strong> Dallas, TX</p>
<p><strong>Work Arrangement:</strong> Hybrid — 2 days/week onsite at AT&amp;T Corporate Headquarters</p>
<h3><strong>About the Role</strong></h3>
<p>We’re looking for a <strong>Senior Client Support Operations Manager</strong> to join a seven-person support team responsible for day-to-day support operations and client service for a major enterprise account.</p>
<p>This is a highly collaborative, client-facing role focused on <strong>service operations, incident and outage coordination, escalation management, operational stability, and customer experience</strong> . You’ll work across technical and business teams to coordinate issue resolution, communicate with stakeholders, identify service trends, and provide actionable performance insights.</p>
<p>Technical training and support for accessing the required tools will be provided. JD_ATTCPS_Senior Client Support…</p>
<h3><strong>What You’ll Do</strong></h3>
<ul>
<li>Provide day-to-day operational support for customer outages and service-related issues.</li>
<li>Monitor outage events and coordinate incident response and resolution efforts.</li>
<li>Drive escalations based on <strong>business impact, urgency, and customer needs</strong> .</li>
<li>Coordinate cross-functional teams and resources to support timely issue resolution and service restoration.</li>
<li>Maintain clear, timely communication with customers and internal stakeholders throughout incidents and ongoing operations.</li>
<li>Plan and oversee scheduled maintenance activities and ensure operational readiness.</li>
<li>Monitor service performance, identify trends, and evaluate operational risks.</li>
<li>Recommend actions to improve service delivery, operational stability, and customer satisfaction.</li>
<li>Develop customized reporting and provide performance insights to clients and internal stakeholders.</li>
<li>Determine appropriate communication and escalation strategies based on individual situations and business impact.</li>
<li>Participate in <strong>Quarterly Business Reviews (QBRs)</strong> and ensure reporting is accurate, relevant, and aligned with business objectives.</li>
<li>Manage multiple competing issues and exercise independent judgment when balancing client needs with broader business priorities. JD_ATTCPS_Senior Client Support…</li>
</ul>
<h3><strong>What We’re Looking For</strong></h3>
<ul>
<li>Strong experience in <strong>client support operations, service delivery, account management, or a similar operational environment</strong> .</li>
<li>Strong coordination and communication skills, particularly when working across multiple technical and business teams.</li>
<li>Ability to manage complex or high-impact situations and make sound decisions independently.</li>
<li>Experience coordinating <strong>incidents, outages, escalations, and service restoration</strong> .</li>
<li>Ability to interpret complex situations, assess business impact, and determine the appropriate response.</li>
<li>Strong customer-service mindset with the ability to maintain effective client relationships.</li>
<li>Experience developing or presenting <strong>service performance reporting, operational insights, or business reviews</strong> .</li>
<li>Strong organizational skills and the ability to prioritize multiple issues simultaneously. JD_ATTCPS_Senior Client Support…</li>
</ul>
<h3><strong>Work Location</strong></h3>
<p>This position requires working <strong>onsite at the AT&amp;T Corporate Headquarters in Dallas, Texas, two days per week</strong> . JD_ATTCPS_Senior Client Support…</p>
<h3><strong>What Success Looks Like</strong></h3>
<p>The ideal candidate is someone who can <strong>take ownership of operational issues, bring the right teams together, communicate clearly with the client, and make practical decisions based on business impact</strong> . This role is less about simply tracking tickets and more about actively managing the overall service experience and keeping operations stable.</p>


_Senior Client Support Operations Manager

_Senior Client Support Operations Manager

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