Corporate Services

Manager, TFB Care Business Support

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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 and has possible oversight of other areas such as the Customer Resolution Team, TVoice and Specialized Technical Care. Therefore, the BSM may directly or indirectly lead Coaches, Sr 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. 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 Customer Experience Center operations acting as a Subject Matter Expert in the Profit & Loss Model, interdepartmental operations, national and local initiatives and programs, policy, and process.

  • Subject Matter Expert 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. The BSM is also responsible for ensuring that the Customer Resolution Team effectively utilizes reporting, demonstrates sound logic to derive a conclusion, and can communicate insights in a concise and clear manner to leaders.

  • 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, Sr 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 Customer Experience Center.

  • Other duties as assigned.

‚ÄčTeam Responsibilities

  • Responsible for hiring, training, and developing team such as Customer Resolution Coach, Sr. 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.

The experience you'll bring.

Minimum required
  • 5-7 years of experience
  • 1-3 years management experience
  • SQL experience a must
  • High School Diploma/GED
Position details

Req ID: 145402BR

Department: Corporate Services

Travel Required: No

Position(s) remaining: 1

Position posted for
12 days
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