Manager, SMB Business Care

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!

The Manager, SMB Business Care is a strategic people leader accountable for delivering strong customer and business outcomes for a defined portfolio of Small and Medium Business customers. This role operates in a commercially driven support environment where frontline interactions directly influence quota attainment, net account growth, churn reduction, and long-term customer value.

The Manager leads teams supporting customers who expect efficient service and informed guidance aligned to their business needs, requiring sound business judgment, sales awareness, and the ability to balance customer experience, revenue outcomes, and operational execution. The role leads through frontline Experts and a Lead (IC), retaining full ownership of performance, talent, and customer outcomes while leveraging the Lead role for execution support.

The Manager, SMB Business Care works closely with Sales-aligned partners and peer Business support leaders to ensure Care execution supports growth strategies and delivers a consistent experience across customer touchpoints.

Job Responsibilities:

• Own performance outcomes for an assigned SMB customer portfolio, including customer experience, retention, churn reduction, and growth. Balance customer needs, sales priorities, and operational capacity to drive consistent, high-quality results. Serve as the final escalation authority for complex or high-impact customer situations, exercising sound judgment to protect customer trust and business outcomes.
• Lead teams whose customer interactions directly influence quota attainment and net account growth. Reinforce consultative, value-based customer engagement behaviors aligned to SMB sales motions and growth strategies. Identify and mitigate risks to revenue and long-term customer relationships through proactive leadership and prioritization.
• Directly manage frontline Experts and Lead (IC) roles with authority for hiring, performance management, corrective action, and terminations. Develop and execute talent plans that include onboarding, skill development, performance improvement, and succession planning. Build team capability aligned to the complexity and commercial expectations of SMB customers.
• Establish clear operating standards, priorities, and performance expectations that align customer experience with business objectives. Ensure a consistent employee and customer experience across shifts and work types by reinforcing standards and addressing execution gaps. Use recognition, coaching, and engagement strategies to drive performance, accountability, and retention.
• Partner closely with Sales and sales-adjacent teams to align Care execution with SMB growth strategies and account priorities. Ensure customer interactions are consistent regardless of entry point, whether through Sales or Support. Represent SMB Care priorities, risks, and insights in cross-functional discussions to remove barriers and support coordinated execution.

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree: Equivalent work experience (Preferred)
• 2-4 Years: Relevant customer service experience (Required)
• : 1+ years of experience leading teams in a customer service or contact center environment (Required)
• : 1+ years of demonstrated people leadership experience required (Required)
• Less Than 2 Years: Project management experience (Preferred)
• 4-7 Years: Experience in telecommunications, preferably in areas such as customer support, provisioning, or billing (Preferred)
• : 1+ years of comfort operating in quota-influenced environments (Preferred)

Knowledge, Skills and Abilities:

• Communication: Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)
• Sales & Revenue Leadership: Demonstrates strong business acumen and ownership of quota-driven outcomes within an SMB environment. (Required)
• Organization: Effective time management & organization skills (Required)
• Training Facilitation: Team facilitation and training skills (Preferred)
• Problem Solving: Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
• Change Leadership: Advanced change leadership skills (Preferred)
• T-Mobile Tools & System Knowledge: Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
• Conflict Resolution: Expertise in de-escalating customers; conflict resolution skills (Required)
• Coaching: Ability to formulate and deliver specific, actionable feedback (Required)
• Team Leadership: Ability to lead across teams and create and execute aligned plans (Required)
• MS Office Suite: Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
• Strategic Thinking:Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
• Time & Attendance: Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:

• Travel Required (Yes/No): No

DOT Regulated:

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

Total Target Cash Pay Range: $83,200 - $150,200, inclusive of target incentives

Base Pay Range: $66,560 - $120,160

The pay range above is the general base pay range for a successful candidate in this 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. To find the pay range for this role based on hiring location,  https://paylookup.t-mobile.com/paylookup?reqID=REQ368375¶dox=1

At T-Mobile, employees in regular, non-temporary Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. 

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, genetic information, 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 [email protected] 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.