Manager, LER Case Management

T-Mobile•Overland Park, KS

7d•$93,900 - $169,300•Onsite

About The Position

The Manager, LER Case Management leads Legal & Emergency Response Specialists and Senior Specialists who respond to legal demands for customer information. The manager guides and develops personnel handling complex subpoenas, court orders, compliance matters, and other legal issues. The role oversees performance management and workforce planning, including scheduling, hours allocation, and overtime budgets, and regularly reports on team performance, productivity, efficiency, and quality. With support from LER leadership, the manager makes decisions regarding hiring, termination, promotions, and performance management. The position manages escalated issues through phone, mail, email, and in-person interactions with law enforcement, attorneys, government officials, and business partners. It leads projects affecting the LER team and T-Mobile’s legal obligations, and supports department policy and procedure development. The role may also serve as a Custodian of Records, providing foundational witness testimony about customer records, company policy, and telecommunications technology, and leading subordinate records custodians. This position is required to work onsite at least three days per week and is not available remotely. U.S. citizenship is required, and employees must provide documentation proving citizenship within the first seven days of hire. The role requires willingness and ability to apply for and receive DOJ Top Secret Security Clearance. Total Target Cash Earnings Opportunity is $107,985–$194,695, and the National Base Pay Range is $93,900–$169,300; actual compensation depends on factors including location, qualifications, experience, performance, and company results.

Requirements

Bachelor's degree plus 3 years of related work experience, or an advanced degree plus 1 year of related work experience, or an equivalent combination of education and experience.
Skills in analytical thinking, decision making, development coaching, law enforcement, leadership, legal compliance, performance management, problem solving, project management, and risk management.
U.S. citizenship.
Must be willing and able to apply for and receive DOJ Top Secret Security Clearance.
At least 18 years of age.
Legally authorized to work in the United States.

Nice To Haves

4–7 years of law enforcement, legal, compliance, or customer service experience.
2–4 years of supervisory or leadership experience.
Knowledge of CALEA, ECPA, CPNI, and other LER-related laws and regulations.
Prior experience dealing with law enforcement agencies, courts, and/or attorneys.
Proficiency in T-Mobile systems used to fulfill legal demands served on the company for customer information.
Knowledge of T-Mobile systems used for Customer Care, Fraud Management, and/or Engineering.

Responsibilities

Guide, develop, and manage personnel handling complex subpoenas, court order compliance, and legal issues.
Manage team performance, workforce planning, hours allocation, overtime budget, and scheduling.
Report regularly on team performance, productivity, efficiency, and quality.
Make hiring, termination, promotion, and performance-management decisions with support from LER leadership.
Analyze productivity reports and team procedures, practices, and processes; recommend and implement action plans to improve efficiency, effectiveness, and customer and employee satisfaction.
Manage escalated issues by phone, mail, email, and in person, working with law enforcement, attorneys, government officials, and business partners.
Assist in developing, implementing, and modifying department policies and procedures through internal LER projects involving quality, efficiency, and productivity.
Recruit, select, orient, and train employees; maintain a legal work environment; develop employees and provide personal growth opportunities.
Represent T-Mobile in dealings with the legal community, including serving as a Custodian of Records in courts as needed and leading a team of subordinate records custodians.
Maintain awareness of industry standards, trends, and best practices to strengthen organizational and technical knowledge and team processes.
Perform other duties and projects as assigned by business management.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to free, year-round money coaches.
Annual bonus or periodic sales incentive or bonus, depending on role and eligibility.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family building benefits, back-up care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care coverage.
Mobile service and home internet discounts for eligible employees.
Pet insurance for eligible employees.
Commuter and transit programs for eligible employees.