Customer Care Manager, Loyalty

T-Mobile•Kingsburg, CA

3d•$76,700 - $138,200•Onsite

About The Position

The Customer Care Manager, Loyalty is a strategic and people-focused leader responsible for developing, motivating, and driving performance across a team of 15 Loyalty Care Experts and an Associate Manager to deliver exceptional customer experiences. This role blends strategic oversight with advanced hands-on leadership to ensure seamless execution of business objectives, promote premium customer experiences, and enable enhanced customer retention strategies for T-Mobile. This team has a direct impact on the customer experience and T-Mobile's business objective to earn customers for life. The Customer Care Manager fosters a high-performance culture by developing leaders, coaching frontline teams, and operationalizing performance strategies that drive efficiency, engagement, and customer satisfaction. This role partners closely with senior leadership to analyze trends, implement targeted action plans, and execute strategies that optimize team success and operational excellence. By leading through empowerment, accountability, and recognition, the Customer Care Manager ensures alignment with company goals and reinforces the organization's commitment to being the best in the world at connecting customers to their world.

Requirements

High School Diploma/GED (Required)
3-5 years customer service experience. (Required)
Leadership Capability to inspire and motivate team members, lead by example, and foster a positive and collaborative work environment. (Required)
Customer Relationship Management (CRM) Skill in building rapport, understanding customer needs, and fostering long-term loyalty through proactive engagement. (Required)
Problem Solving Aptitude in identifying root causes of customer issues, analyzing complex situations, and implementing effective solutions in a timely manner. (Required)
Communication Clear and effective communication skills to convey instructions, provide feedback, and collaborate with team members and other departments. (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)
Multitasking Ability to manage multiple tasks simultaneously, ensuring effective time management. (Required)
Coaching Ability to provide personalized feedback, guidance, and support to team members to enhance their performance and development. (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)
Analytics Ability to analyze performance metrics and implement strategies to exceed targets. (Required)
Adaptability Flexibility to adapt to changing priorities, processes, and customer needs in a dynamic and fast-paced environment. (Required)
Empathy Ability to understand and empathize with customers' concerns and emotions, ensuring a compassionate and personalized approach to customer interactions. (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Bachelor's Degree (Preferred)
2-4 years Leading and developing a customer service team (Preferred)
2-4 years Proactive account management and resolution of customer concerns (Preferred)
2-4 years Collaboration with fellow leaders to meet organizational objectives (Preferred)
9 Months minimum in both Account Care and Tech Care roles. (Preferred)
Certified Customer Service Manager (CCSM) Certification that demonstrates proficiency in managing customer service operations and teams. (Preferred)
Certified Professional in Learning and Performance (CPLP) Certification by ATD that indicates proficiency in training, coaching, and developing team members. (Preferred)

Responsibilities

Lead and inspire Loyalty Care Experts and an Associate Manager to meet and exceed performance objectives, leveraging data-driven insights, AI tools, and sound business acumen to optimize team outcomes, retain customers, and enhance customer satisfaction.
Provide continuous coaching, mentorship, and career development to both leaders and frontline experts. Conduct real-time observation, feedback, and skill-building to strengthen leadership capability and frontline excellence.
Ensure top performing contact resolution, customer retention strategies and practices, and premim customer experiences across the team, guiding complex case handling, customer escalations, and embedding the organization’s service model in all team practices.
Partner cross-functionally with Care, Engineering, Retail, and Support teams to deliver seamless customer experiences and drive operational synergy across shared goals.
Cultivate a culture of accountability, celebration, and continuous improvement through recognition programs, motivation strategies, and effective performance management practices.
Drive agility and innovation by embracing evolving tools, processes, and business priorities, ensuring teams remain adaptable, high-performing, and focused on delivering best-in-class service.
Oversee team scheduling, timekeeping, performance documentation, communications, and adherence to quality and compliance standards, maintaining an efficient and consistent work environment.