The base salary range begins at $96,100, there's a 15% annual bonus opportunity, $10,000 in an annual stock grant plus AMAZING benefits! (Medical, 3.5 Weeks PTO, Free Tuition and so much more!)
The Manager, Care Business Support (BSM) has a passion for the customer experience and a significant level of knowledge of Customer Experience Center (operations, reporting to the Operations Director). The BSM plays an integral role in Customer Care operations and leads and develops a team of Sr. Analysts, TVoice and Specialized Technical Care. Therefore, the BSM may directly or indirectly lead Coaches, Elite Experts, and Experts. The BSM architects the execution of projects and initiatives at the site or national level by collaborating and communicating with cross-functional partners, stakeholders, and leadership to deliver an Un-carrier experience to every customer both internal and external. The BSM is responsible for managing numerous competing priorities & deliverables in a fast-paced, deadline-oriented environment. This role is also responsible for delivering insights and reporting for site-level, regional level, and national initiatives as assigned. Acts as liaison between the Customer Experience Center and Headquarters as well as Subject Matter Expert (SME) for a broad range of programs and initiatives. Is ultimately responsible for all changes that impact the Customer Experience Center and/or Customers.
What you'll do in your role.
Customer Experience Center/National Responsibilities
- Serves as one of the Director's primary points of contact regarding operational support management and effectiveness for the Customer Experience Center (CEC). May be required to serve as proxy for Director or Senior Manager(s) in key critical business meetings/projects in relation to operational issues, projects, team progress and risk-related issues.
- Achieves and maintains a significant level of knowledge of CEC operations acting as a Subject Matter Expert (SME) in the Profit & Loss Model, interdepartmental operations, national and local initiatives and programs, policy, and process.
- SME for new product/service and Uncarrier launches ensuring site readiness and execution before, during and after launch. Responsible for continuous monitoring of evolving customer experience and strategic recommendations for course corrections as needed.
- Accountable for continually monitoring high priority projects within CS organization and responsible to keep the senior leadership team abreast of all matters of significance requiring immediate attention. Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
- Direct liaison with national teams (Customer Experience, Customer Delivery, Compensation, Rewards & Recognition, etc.). Builds strong partnership with national SMEs and serves as department liaison across other functional groups regarding process change, policy change, compliance issues, and department-wide communications. Works cross functionally to ensure clear understanding of the key customer and frontline experience issues. Responsible for communicating all changes to operations leveraging various forms of communication.
- Responsible for ensuring that the Business Support team effectively identifies process gaps and risks, gathering examples of issues so national teams can solution, communicating findings to national teams, and are responsible for communicating implementation of solutions to operations.
- Responsible for ensuring that the Business Support team effectively extracts data from a variety of sources, utilize facts/data to derive a conclusion, and can communicate insights in a concise and clear manner.
Team Responsibilities
- Responsible for hiring, training, and developing team such as Community Expert, Elite Expert, Customer resolution, Sr. Analyst(s) Business Support.
- Responsible for developing departmental strategy that supports operations and aligns with business objectives.
- Responsible for making changes as appropriate and ensure flawless execution on strategic objectives.
- Responsible for identifying, manage, and align departmental staffing to meet Operational needs.
Customer Experience Center Responsibilities
- The BSM is responsible for informing Sr. Leadership on key insights to influence performance improvement.
- Responsible for ensuring that the Business Support team effectively validates monthly national incentives/data to include but not limited to; promotional criteria (Associate Expert, Elite Expert), reward and recognition (Winners Circle: In The Zone), revenue (Add-A-Line, accessories), monthly bonus, and ADHOC validations.
- Responsible for overseeing day-to-day departmental operations including recurring daily reporting production and communication. This requires the utilization of various forms of media including e-mail, SharePoint, projectors, SCALA, and manually updated visuals around the CEC.
The experience you'll bring.
People Management experience required.
5+ years of leadership experience (leading directly or indirectly).
Proven experience in problem and root cause analysis - includes information gathering to understand business need and process mapping fundamentals structured problem-solving skills.
Ability to identify information gaps, source solutions, and develop reporting using MS Office tools. Must be highly proficient in MS Excel and Visual Basic (VBA) with experience creating reporting in those tools, including macros and pivot tables.
Must be able to analyze, package and present results to a variety of audiences, including strong presentation skills and MS PowerPoint proficiency.
Expertise in cross-functional partnerships and strong communication skills in multiple methods and for multiple audiences.
Desired
Education
- High School Diploma/GED
#LI-CSTA
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 192059BR
Department: Customer Service
Travel Required: No
