District Manager

DSI Systems • Boston, MA

1d • $100,000 - $100,000

About The Position

The District Manager (DM) will oversee a team of Retail Support Specialist (RSS) who support AT&T customers within national retail locations. In this leadership role, you are responsible for driving operational excellence, elevating customer experience, and ensuring your team delivers expert guidance on account inquiries, device troubleshooting, billing issues, order support, and escalated service concerns.
You will lead, develop, and coach RSS to provide accurate information, resolve customer issues efficiently, and build strong working relationships with retail staff and third-party labor partners. The District Manager ensures consistent execution of AT&T standards across all stores, maintains alignment with store leadership, and upholds a culture of professionalism, partnership, and best in class customer experience.

Requirements

• 3+ years of experience leading teams in retail, customer service, or wireless communications.
• Exceptional coaching, communication, and team-development skills.
• Strong ability to manage escalated situations with professionalism and composure.
• Proficiency in navigating multiple systems and analyzing performance data.
• Highly organized, detail-oriented, and capable of managing operations across several locations.
• Ability to travel between stores throughout the district as required.
• Ability to work flexible hours including evenings, weekends, and holidays.

Nice To Haves

• Previous district or multi-site leadership experience.
• Background in wireless communications, retail customer service, or technical support.
• Experience partnering with third-party labor or working within a national retail environment.

Responsibilities

• Team Leadership & Development
• Lead, mentor, and support RSS across multiple national retail locations.
• Conduct regular field visits, side-by-side coaching, performance evaluations, and ongoing training.
• Build a high-performing team culture grounded in empathy, professionalism, and solution-oriented customer support.
• Ensure team members meet or exceed KPIs, including customer satisfaction, quality, compliance, and efficiency metrics.
• Identify skill gaps and develop individualized coaching plans to drive employee growth and performance.
• Customer Experience Excellence
• Ensure RSS deliver professional, friendly, and accurate support to AT&T customers.
• Oversee resolution of escalated customer issues involving billing, account changes, device troubleshooting, and service concerns.
• Champion best practices in de-escalation, customer engagement, and technical support.
• Monitor customer experience trends and deploy corrective coaching or process improvements as needed.
• Retail Partner Engagement
• Act as the senior AT&T specialist for store leadership across your district.
• Strengthen partner relationships by maintaining clear communication, visiting stores consistently, and ensuring alignment on customer experience standards.
• Guide RSS on building strong relationships with retail staff and third-party labor.
• Address partner escalations quickly and professionally to preserve trust and operational flow.
• Operational Excellence
• Oversee adherence to AT&T policies, compliance requirements, and privacy standards across all assigned locations.
• Review and validate RSS documentation, system usage, and accuracy of customer account handling.
• Ensure smooth operational execution—including scheduling, coverage, and workflow efficiency.
• Analyze performance reports to identify trends, opportunities, and areas for operational improvement.
• Cross-Functional Collaboration
• Collaborate with internal teams including customer care, billing, fraud, technical support, workforce management, and escalation teams.
• Provide feedback to corporate partners on recurring issues, system limitations, or customer pain points.
• Communicate policy updates, process changes, and performance expectations to your district in a timely and clear manner.

Benefits

• Competitive Salary of $100,000 annually
• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees