Manager, Team of Experts

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!

• Drive Performance and Business Outcomes:Ensure that Coaches, Associate Coaches, and Account Care Experts meet or exceed performance objectives and key organizational initiatives. Effectively manage escalated calls and complex situations to achieve optimal outcomes while maintaining a customer-focused approach.
• Leverage Data and Digital Tools for Strategic Decision-Making:Utilize key performance metrics, AI tools, data analytics, and reporting systems to drive informed decision-making. Apply sound business acumen and judgment to balance employee and customer experiences while effectively managing KPIs across teams.
• Develop and Coach Leaders for Success:Provide meaningful career and professional development for Coaches and Associate Coaches, ensuring they are equipped to lead effectively. Conduct regular inspections, real-time observations, and hands-on coaching within the work environment to reinforce expected behaviors and drive performance.
• Foster Cross-Functional Collaboration:Build and maintain strong relationships with leaders across engineering, retail, and other supporting departments to enhance team effectiveness and customer solutions.
• Communicate Vision and Inspire Action:Translate business strategies, expectations, and challenges into clear direction for the team. Stay informed on competitive marketplace trends and leverage that knowledge to drive innovation and improve customer experiences.
• Recognize, Motivate, and Retain Talent:Use recognition programs, coaching, and training to inspire world-class performance and ensure high employee engagement and retention. Create a culture of accountability, celebration, and continuous improvement.
• Ensure Operational Excellence and Compliance:Manage timekeeping, performance documentation, quality service and compliance audits, team communications, employee relations, performance improvement plans, and scheduling to maintain an efficient and compliant work environment.
• Champion the Customer Experience:Develop and maintain a deep understanding of customer needs within the Dedicated Care program and ensure that every interaction aligns with the organization's BEST service model. Execute special projects, strategic initiatives, or other responsibilities as directed by leadership.
• Adapt to Change and Drive Innovation:Lead the team through change by fostering agility, adaptability, and a solutions-focused mindset. Ensure seamless adoption of new processes and digital tools that enhance efficiency and performance.

• High School Diploma/GED (Required)
• Bachelor's Degree Related Field (Preferred)
• 4-7 years Relevant customer service experience. Required
• Less than 2 years 2 Years leadership experience. Required

• Communication The ability to ensure that information is passed on to others who should be kept informed. Express self clearly in conversations and interactions with others. Clear business and technical writing skills. The ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences. (Required)
• People Management Ability and desire to lead teams, including cross-functionally. Develop, maintain, and strengthen partnerships that can provide information, assistance, and support. (Required)
• Customer Oriented Expertise in building and maintaining strong customer relationships, understanding customer needs, and ensuring a high level of customer satisfaction. (Required)
• Technical Architecture The ability to demonstrate depth of knowledge and skill in a technical area. The ability to tackle a problem by using a logical, systematic, sequential approach. (Required)
• Conflict Resolution Identifying, addressing, and resolving issues that arise with customers, or within the team, in a timely and effective manner. This includes de-escalating situations with customers by demonstrating empathy, active listening, and technical expertise to restore trust and resolution. (Required)
• T-Mobile Tools & System Knowledge Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, C2, Atlas, NBA, VASA, QuikView, Windows and Microsoft Office (Required)
• Motivation Self-motivated and able to work well under pressure. Able to simultaneously support multiple strategically significant tasks under fixed/accelerated deadlines. (Required)
• Adaptability Flexibility to adapt to changing priorities, customer needs, and business environments in a fast-paced setting. (Required)

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

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, 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.