Manager, Leave of Absence

T-Mobile•Overland Park, KS

1d•Onsite

About The Position

The Manager, Leave of Absence leads a team of HR operations professionals within a single HTR function — this team relates to leaves of absence and accommodations — in T-Mobile's Magenta Service Center. The Manager, LOA is accountable for the day-to-day operational performance of the team, ensuring accurate, timely, and compliant HR service delivery while developing team members and maintaining a positive, high-performing work environment. The Manager serves as the functional leader and primary escalation point for the team, applying deep subject matter knowledge to resolve complex issues, uphold compliance standards, and drive continuous improvement. By aligning team performance with organizational goals and service level expectations, the Manager directly supports T-Mobile's commitment to an exceptional employee and manager experience. This role plays a critical part in building operational capability and sustaining a culture of accountability and excellence within the Magenta Service Center.

Requirements

Bachelor's Degree OR combination of education and experience deemed equivalent.
5-7 years of progressive experience in HR operations or shared services, including a minimum of 2 years in a people management or team lead role.
Advanced knowledge of HR processes and systems such as Workday, ADP Vantage, Kronos, or case management platforms, with the ability to serve as a functional resource and guide team members on complex operational matters.
Deep expertise in one or more HTR functions including applicable laws, regulations, and company policy, with the ability to serve as the team's primary escalation point and functional authority.
Ability to establish performance standards, monitor individual and team performance against expectations, and take appropriate action to address gaps or recognize achievement.
Proficiency in analyzing team performance data, operational metrics, and compliance indicators to assess service quality, identify trends, and support informed decision-making.
Ability to independently evaluate complex or sensitive operational situations, perform root cause analysis, and develop practical solutions that address both immediate needs and systemic issues.
Strong verbal and written communication skills with the ability to set clear direction for the team, translate complex policy and regulatory guidance, and engage effectively with cross-functional partners and leadership.
In-depth understanding of HR regulatory requirements and internal governance standards, with accountability for team-level compliance and the ability to lead audit preparation and corrective action.
Experience identifying operational inefficiencies and leading the implementation of process improvements that enhance team accuracy, efficiency, and service quality.
Ability to build effective working relationships with cross-functional partners and represent the team's interests and expertise in shared initiatives and process design efforts.
Committed to delivering a high-quality experience for employees and managers, and instilling a service-oriented mindset within the team.
Applies emotional intelligence in managing team dynamics, navigating sensitive employee matters, and building trust with team members, peers, and cross-functional partners.
Ability to manage through change, shifting priorities, and evolving business needs while maintaining team focus, morale, and operational performance.
Proficiency in Excel including formulas, pivot tables, and reporting tools to monitor team performance and support operational and compliance reporting.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Experience leading a team responsible for administering leave of absence (FMLA, state leave, military leave) and/or ADA/disability accommodation programs.
Knowledge of leave of absence programs, eligibility rules, and case management processes, including FMLA and state leave equivalents.
Familiarity with disability and leave-related employment law, including the ADA/ADAAA and applicable state equivalents.
Experience overseeing leave of absence case management in accordance with regulations and company policies; from intake through return-to-work, including tracking, documentation, and stakeholder communication.
Working knowledge of LEAN or continuous improvement methodologies and the ability to apply them to drive team-level efficiency and process consistency.
Professional in Human Resources (PHR)
Sr. Professional in Human Resources (SPHR)
Certifications in Disability Management Specialist (CDMS/CPDM/CLMS)

Responsibilities

Leads the day-to-day operations of a team responsible for executing Leave of Absence and Accommodations processes and transactions — including leave eligibility determinations, medical documentation review, and coordination of the ADA interactive process — ensuring work is completed accurately, timely, and in compliance with applicable laws, policies, and service level expectations.
Manages, coaches, and develops a team of HR operations professionals by setting clear performance expectations, delivering regular feedback, conducting performance reviews, and supporting individual growth and career development in alignment with T-Mobile's talent practices.
Serves as the functional subject matter expert and primary escalation point for complex, sensitive, or high-risk operational matters within the assigned function, applying advanced knowledge of HR policy and employment law to guide resolution and ensure compliant outcomes.
Monitors team performance, operational metrics, and compliance indicators to assess service quality, identify trends and risks, and implement corrective actions or process improvements that sustain and enhance team effectiveness.
Partners with HR Centers of Excellence, Legal, Finance, and other cross-functional stakeholders to resolve escalated issues, align on process changes, and ensure the team's work reflects current policy, regulatory requirements, and business priorities.
Supports hiring, onboarding, and retention of team members, and contributes to workforce planning activities to ensure the team has the capacity and capability to meet operational demands.