Sr Manager, Customer 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
This role manages operational support for call center functions to enhance customer experience and employee engagement. It oversees teams responsible for learning and development, solution support, business operations, and facilities management. The role differentiates by integrating frontline feedback into process improvements and aligning training initiatives with business goals. Success is measured by customer retention, quality and satisfaction metrics, and effective resource management. The work impacts organizational growth by improving operational efficiency and supporting a positive customer and employee environment.

Job Responsibilities:

• Manage operational support to achieve customer retention and satisfaction targets through effective call center processes
• Oversee learning and development initiatives to ensure employee training aligns with business strategies and performance goals
• Deliver analytics and insights on team and individual performance to inform senior leadership decisions
• Lead integration of frontline employee feedback to drive process improvements and enhance customer experience
• Supervise facilities management to maintain service levels and support operational infrastructure
• Coach and develop teams across learning, solution support, business operations, and facilities to improve performance
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• High School Diploma/GED (Required)
• 4-7 years Call center experience. (Preferred)
• 2-4 years Management experience. (Preferred)

Knowledge, Skills and Abilities:

• Business Management (Required)
• Call Center Management (Required)
• Coaching (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Management (Required)
• Customer Retentions (Required)
• Customer Service Management (Required)
• Data Analysis (Required)
• Employee Engagement (Required)
• Operations Management (Required)
• People Management (Required)
• Program Management (Required)
• Project Structuring (Required)
• Service Level Management (Required)
• Strategic Thinking (Required)
• Training Delivery (Required)

• 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
 

Total Target Cash Earnings Opportunity: $119,400 - $215,280

National Base Pay Range: $99,500 - $179,400

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The 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=REQ372603¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

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.