Hire to Retire Ops Manager

T-Mobile•Overland Park, KS

10d•$75,300 - $135,800•Onsite

About The Position

The MSC- Hire to Retire Ops Manager is a senior individual contributor role within T-Mobile's Magenta Service Center that provides expert-level program leadership, operational oversight, and strategic advisory support across the HTR (Hire to Retire) Employee Commission and Incentives functions for the Customer Care channel. This role drives program integrity, compliance, and continuous improvement without direct people management responsibilities, serving as a trusted subject matter expert and functional authority for the HTR team and its cross-functional partners. The MSC HTR Ops Manager leads complex program development and lifecycle management, manages intake processes and conducts operational assessments, manages vendor relationships, administers the team's ticketing and case management systems, and represents the HTR function in enterprise initiatives. By combining deep operational expertise with strong stakeholder partnership and a strategic perspective, this role ensures the reliability, scalability, and compliance of HR service delivery across the employee lifecycle. Their work directly enables organizational and people strategy by advancing operational excellence and fostering a high-quality employee and manager experience.

Requirements

Bachelor's Degree or combination of education and experience deemed equivalent.
5-7 years of progressive experience in HR operations, program management, or a related field, with demonstrated expertise in one or more HTR functions (Required)
Advanced knowledge of HR processes and systems such as Workday, ADP Vantage, Varicent, Kronos, or case management platforms, with the ability to serve as a functional authority, evaluate system configurations, and guide resolution of complex operational issues.
Deep expertise in one or more HTR functions including applicable laws, regulations, and company policy, with the ability to interpret complex situations, provide authoritative guidance, and represent the function in enterprise programs and initiatives.
Demonstrated ability to lead complex program development, implementation, and lifecycle management across multiple workstreams, ensuring alignment with organizational objectives and sustained program effectiveness.
Advanced proficiency in analyzing operational data, compliance metrics, and audit results to identify trends, assess organizational risk, and develop actionable recommendations that drive program and process improvement
Demonstrated ability to independently evaluate complex, ambiguous, or sensitive situations, synthesize information, conduct root cause analysis, and develop well-reasoned solutions with broad operational or organizational impact.
Exceptional verbal and written communication skills including the ability to translate complex HR, regulatory, and operational concepts for varied audiences, deliver effective training and presentations, and influence decisions at a senior level.
Ability to build and sustain trusted working relationships with cross-functional partners and senior business leaders, aligning priorities, coordinating workstreams, and serving as a credible advisor across organizational levels.
Comprehensive understanding of employment law, HR regulatory requirements, and internal governance standards, with demonstrated accountability for program-level compliance and the ability to lead compliance initiatives and audits.
Proven experience leading process improvement and optimization efforts including operational assessment, workflow redesign, controls development, and change management, using structured methodologies such as LEAN or Six Sigma.
Ability to assess organizational impact, develop change management plans, and communicate program changes effectively to ensure successful adoption across HR and business teams.
Advanced proficiency in Microsoft Excel including complex formulas, pivot tables, and data modeling for operational reporting, compliance monitoring, and decision support.
Committed to delivering a high-quality employee and manager experience, balancing operational rigor and compliance with a service-oriented approach that reflects T-Mobile's values.
Applies emotional intelligence when navigating sensitive or complex HR matters and building trust with employees, managers, and cross-functional partners at all levels of the organization.
Operates with a high degree of autonomy, self-direction, and ownership, consistently delivering quality program and operational outcomes with minimal supervision in a complex environment.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Project Management Professional (PMP)
Professional in Human Resources (PHR)
Sr Professional in Human Resources (SPHR)
Certified Payroll Specialist (CPP)
Lean Six Sigma Certification

Responsibilities

Leads the development, implementation, and ongoing lifecycle management of complex HR operational programs within the assigned HTR function — which may include payroll processing, commission validation, leave and accommodation administration, HR data management, or employee and manager inquiry resolution — applying sophisticated subject matter expertise to ensure programs are compliant, effective, and aligned with organizational objectives.
Serves as a functional authority and primary escalation point for complex, sensitive, or high-risk operational matters, interpreting HR policy, employment law, and regulatory requirements to deliver authoritative guidance and well-reasoned determinations that balance employee needs, legal obligations, and organizational risk.
Conducts operational assessments to identify risks, gaps, and systemic issues within the assigned function, develops data-driven recommendations, and leads the design and implementation of process improvements and controls that enhance compliance, efficiency, and scalability.
Represents the HTR function in enterprise initiatives such as system implementations, organizational changes, and compensation programs, serving as a subject matter expert who evaluates configurations, validates data, performs testing, and ensures operational requirements are reflected in project outcomes.
Builds and sustains trusted partnerships with cross-functional stakeholders including Legal, Finance, HR Centers of Excellence, and senior business leaders to align program strategy, resolve complex escalations, coordinate workstreams, and advance shared organizational goals.
Develops and delivers training, communications, and standard operating procedures for HR teams, managers, and operational partners to advance functional knowledge, support program adoption, and maintain consistent and compliant service delivery.