Sr Manager, Business Care Operations

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview
As a Sr. Manager, Business Care Operations you will lead and support operations teams, acting as the primary point of contact for Senior Leadership, employees, and other partners. You will oversee multiple teams and segments, sometimes across different locations, and must be adept at leading remotely. This role involves customer-facing interactions with T-Mobile for Business (TFB) customers and the local community. You will be responsible for driving and delivering performance for the overall T-Mobile for Business group by crafting strategic plans to achieve goals, while improving employee and customer satisfaction.
You will frequently get along with Sr. Managers and Directors within the T-Mobile Business Group, including Customer Support, Sales, and back-office teams, to drive strategic plans, improve performance, and resolve customer critical issues. Additionally, this position involves front-facing interactions with T-Mobile for Business and Government customers, representing the customer support arm to strengthen and/or repair customer relationships.

Job Responsibilities:

Operational Leadership:

• Act as the main point of contact for operational experience and performance within the customer experience center.
• Develop and implement plans to improve customer experience, optimize operational expenses, and drive overall revenue for the company.
• Hold leaders accountable for implementing these plans and serve as a subject matter expert in the segments you support.
• Be responsible for all aspects of customer support as leader in T-Mobile Business Group (TBG)
• Supports team in driving resolution for customer critical issues, holding support teams accountable when vital and is front facing with the sales team and customers while working through resolution.
• Collaboration with other senior leaders across the organization to align customer service initiatives with broader business objectives.
• Understands and drives segment specific difficulties for TFB customers
• Represents customer support through face-to-face customer meetings and executive briefings, which may require travel.
• Demonstrate strong eye for business by deeply understanding various scorecards and metrics across different segments, and their impact on both employee and customer experiences. Apply this information to drive performance improvements and enhance the overall experience.
• Responsible for ensuring teams are customer facing ready through training and feedback
• Serve as proxy for call center Director in key critical business meetings/projects in relation to operational issues, projects, team progress and risk-related issues.

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree Business or related college degree (Required)
• 4-7 years Call center experience. Required
• 2-4 years Management experience. Required
• 2-4 years Telecommunications call center management Preferred

Knowledge, Skills and Abilities:

• Organization Strong interpersonal skills, detail oriented with an ability to multitask, prioritize, and meet deadlines in a fast-paced environment. (Required)
• Microsoft Office Proficiency in MS Office Suite (Required)
• Strategy Implementation Ability to translate company strategies into interpersonal initiatives/activities. Proven track record to align Customer Service initiatives with interpersonal goals (Required)
• Leadership Proven track record forming team and interpersonal strength through leadership, partnership, and a high level of integrity. (Required)
• Communication Strong verbal and written communication skills. Proven track record to effectively connect with and work well with layers and organizations both internal and external to T-Mobile. (Required)
• Data Driven Decision Making: Experience in analyzing operational metrics and translating insights into actionable strategies. (Required)
• Problem Solving Demonstrated ability in problem-solving and analysis identifies issues, analyzes information to assess root cause, improvement opportunities, and associated risk. Demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups and team members. (Required)
• Call Center Operations Understanding of staffing, queues and how performance impacts headcount needs (Required)
• Cross Functional Relationships Collaboration with cross-functional teams, including sales and back-office functions, to align objectives and get results. (Required)
• Project Management Ability to handle multiple initiatives simultaneously (Required)
• Financial Acumen: Familiarity with budget management and optimizing operational expenses (Preferred)

Licenses and Certifications:

At least 18 years of age

Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $110,200 - $198,800

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ313321¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.