Manager, LER Case Management

T-Mobile • Overland Park, KS

4d • Hybrid

About The Position

The Manager, LER Case Management leads Legal & Emergency Response (LER) Legal and Emergency Response Specialists and Senior Specialists who respond to legal demands for customer information. The manager guides and manages staff handling complex subpoenas, court-order compliance, and legal issues, and is responsible for employee development, performance management, and workforce management, including scheduling, hours allocation, and overtime budgets. The role regularly reports on team performance, productivity, efficiency, and quality, and—with support from LER leadership—makes decisions concerning hiring, termination, promotions, and performance management.

The manager handles escalated issues by phone, mail, email, and in person, working with law enforcement, attorneys, government officials, and business partners. The position leads projects affecting the LER team and T-Mobile’s legal obligations, and contributes to department policies and procedures. It may occasionally require serving as a Custodian of Records, providing foundational witness testimony about customer records, company policy, and telecommunications technology. The manager may serve in courts throughout the United States, its territories, and other areas where T-Mobile services are used, and leads subordinate records custodians.

This role is required to work on site at least three days per week and is not available remotely. It requires U.S. citizenship and the ability and willingness to apply for and receive a DOJ Top Secret Security Clearance. Employees hired into this role must submit documentation proving U.S. citizenship within the first seven days of hire.

Requirements

• Bachelor’s degree and at least 3 years of related work experience, or an advanced degree and at least 1 year of related work experience, or an equivalent combination of education and experience.
• Skills in analytical thinking, decision-making, employee development and coaching, law enforcement, leadership, legal compliance, performance management, problem-solving, project management, and risk management.
• U.S. citizenship; documentation proving citizenship must be submitted within the first 7 days of hire.
• Willingness and ability 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 experience in law enforcement, legal, compliance, or customer service.
• 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

• Lead and develop a team of Legal & Emergency Response Specialists and Senior Specialists responding to legal demands for customer information.
• Guide and manage personnel handling complex subpoenas, court-order compliance, and legal issues.
• Manage employee development, performance, and workforce planning, including hours allocation, overtime budgets, and scheduling.
• Report regularly on team performance, productivity, efficiency, and quality.
• Make decisions concerning hiring, firing, promotions, and performance management with support from LER leadership.
• Manage escalated issues through phone, mail, email, and in-person communication with law enforcement, attorneys, government officials, and business partners.
• Lead projects affecting the LER team and T-Mobile’s legal obligations.
• Review productivity reports, team procedures, practices, and processes; recommend and implement action plans to improve efficiency, effectiveness, and customer and employee satisfaction.
• Assist in developing, implementing, and modifying department policies and procedures through internal LER projects focused on quality, efficiency, and productivity.
• Recruit, select, orient, and train employees; maintain a legal work environment; develop employees and provide opportunities for personal growth.
• Represent T-Mobile in dealings with the legal community, including serving as a Custodian of Records as needed and leading subordinate records custodians.
• Provide foundational witness testimony concerning customer records, company policy, and telecommunications technology when serving as a Custodian of Records.
• Maintain awareness of industry standards, trends, and best practices and apply them to team standards and processes.
• Perform other duties or projects 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 for eligible employees; corporate employees may receive a year-end bonus based on individual and/or company performance.
• 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, backup 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 insurance.
• Mobile service and home internet discounts for eligible employees.
• Pet insurance for eligible employees.
• Commuter and transit programs for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager