Manager Business Support

T-Mobile•Las Vegas, NV

2d•$71,900 - $129,700

About The Position

The Manager, Business Support is a strategic people leader responsible for enabling effective execution across T-Mobile for Business by overseeing backend sales support operations. This role provides internal operational support exclusively to T-Mobile for Business teams, ensuring complex orders, fulfillment issues, billing exceptions, and transaction fallout are resolved accurately and efficiently. The Manager leads a specialized internal operations team that supports Sales, Dedicated Experts, Support Experts, and partner teams through multiple internal channels. This role requires strong operational judgment, adaptability, and cross-functional coordination to address system issues, process gaps, and evolving business priorities that directly impact sales execution and customer outcomes.

Requirements

High School Diploma or GED required
2–4 years of relevant customer service experience required
1+ year of experience leading teams in a customer service or contact center environment required
1+ year of demonstrated people leadership experience required
Strong oral and written communication skills; ability to communicate with all levels of leadership
Effective time management and organizational skills
Advanced decision-making and problem-solving skills, including handling complex scenarios for large accounts
Expertise in de-escalating customers and conflict resolution
Ability to formulate and deliver specific, actionable coaching and feedback
Ability to lead across teams and create and execute aligned plans
Demonstrated competency in Windows-based environment, MS Office Suite, keyboarding, and internet skills
Knowledge of T-Mobile tools, systems, policies, and procedures
Strategic thinking and ability to adapt quickly to unpredictable and varying requests
Cross-functional collaboration skills across Sales, Care, Operations, Billing, Fulfillment, and Technology
Reliable, predictable, and consistent attendance; ability to work varied shifts as assigned
Ability to remember instructions in a variety of formats
Critical thinking and problem-solving capability
Proficiency with technology, instruments, tools, and information systems
Ability to adapt to frequent interruptions and changes in priorities and/or work locations

Nice To Haves

Bachelor's Degree or equivalent work experience preferred
Project management experience preferred
2–4 years of experience in telecommunications (customer support or billing) preferred
Advanced change leadership skills preferred
Team facilitation and training skills preferred
Flexibility for day, afternoon, graveyard, weekend, on-call, and holiday shifts

Responsibilities

Own outcomes for internal sales support operations, including order fallout resolution, fulfillment issues, billing discrepancies, and transaction exceptions.
Ensure timely, accurate backend support that enables Sales and Care teams to deliver seamless customer experience.
Serve as the final escalation authority for complex or high-impact operational issues impacting internal partners.
Directly manage Business Sales Support team members with full authority for hiring, performance management, corrective action, and terminations.
Develop and execute talent plans that support operational expertise, flexibility, and readiness across shifting business demands.
Build a resilient team capable of handling complex operational work and special projects.
Partner closely with TFB Sales teams, Dedicated Experts, Support Experts, and operational partner teams to resolve complex order and system issues.
Collaborate across Care, Operations, Billing, Fulfillment, and Technology teams to drive root cause resolution and prevent recurrence.
Represent Business Support priorities, risks, and insights in cross-functional discussions.
Analyze trends related to order fallout, processing errors, billing issues, and fulfillment breakdowns.
Identify systemic gaps and partner with stakeholders to improve processes, documentation, and execution.
Use data and insights to inform prioritization and continuous improvement efforts.
Lead the team's participation in special projects and operational workstreams in response to evolving business needs.
Balance planned work with urgent operational requests, reallocating resources as priorities shift.
Ensure clear communication of expectations, changes, and priorities to support consistent execution.