Manager, SMB Business Care

T-Mobile•Las Vegas, NV

6d•$66,560 - $120,160

About The Position

The Manager, SMB Business Care is a strategic people leader accountable for delivering strong customer and business outcomes for a defined portfolio of Small and Medium Business customers. This role operates in a commercially driven support environment where frontline interactions directly influence quota attainment, net account growth, churn reduction, and long-term customer value. The Manager leads teams supporting customers who expect efficient service and informed guidance aligned to their business needs, requiring sound business judgment, sales awareness, and the ability to balance customer experience, revenue outcomes, and operational execution. The role leads through frontline Experts and a Lead (IC), retaining full ownership of performance, talent, and customer outcomes while leveraging the Lead role for execution support. The Manager, SMB Business Care works closely with Sales-aligned partners and peer Business support leaders to ensure Care execution supports growth strategies and delivers a consistent experience across customer touchpoints.

Requirements

High School Diploma/GED (Required)
2-4 Years: Relevant customer experience (Required)
1+ years of experience leading teams in a customer service or contact center environment (Required)
1+ years of demonstrated people leadership experience required (Required)
Communication: Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)
Sales & Revenue Leadership: Demonstrates strong business acumen and ownership of quota-driven outcomes within an SMB environment. (Required)
Organization: Effective time management & organization skills (Required)
Problem Solving: Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)
T-Mobile Tools & System Knowledge: Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
Conflict Resolution: Expertise in de-escalating customers; conflict resolution skills (Required)
Coaching: Ability to formulate and deliver specific, actionable feedback (Required)
Team Leadership: Ability to lead across teams and create and execute aligned plans (Required)
MS Office Suite: Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required)
Strategic Thinking:Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)
Time & Attendance: Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Bachelor's Degree: Equivalent work experience (Preferred)
Less Than 2 Years: Project management experience (Preferred)
4-7 Years: Experience in telecommunications, preferably in areas such as customer support, provisioning, or billing (Preferred)
1+ years of comfort operating in quota-influenced environments (Preferred)
Training Facilitation: Team facilitation and training skills (Preferred)
Change Leadership: Advanced change leadership skills (Preferred)

Responsibilities

Own performance outcomes for an assigned SMB customer portfolio, including customer experience, retention, churn reduction, and growth. Balance customer needs, sales priorities, and operational capacity to drive consistent, high-quality results.
Serve as the final escalation authority for complex or high-impact customer situations, exercising sound judgment to protect customer trust and business outcomes.
Lead teams whose customer interactions directly influence quota attainment and net account growth. Reinforce consultative, value-based customer engagement behaviors aligned to SMB sales motions and growth strategies.
Identify and mitigate risks to revenue and long-term customer relationships through proactive leadership and prioritization.
Directly manage frontline Experts and Lead (IC) roles with authority for hiring, performance management, corrective action, and terminations.
Develop and execute talent plans that include onboarding, skill development, performance improvement, and succession planning.
Build team capability aligned to the complexity and commercial expectations of SMB customers.
Establish clear operating standards, priorities, and performance expectations that align customer experience with business objectives.
Ensure a consistent employee and customer experience across shifts and work types by reinforcing standards and addressing execution gaps.
Use recognition, coaching, and engagement strategies to drive performance, accountability, and retention.
Partner closely with Sales and sales-adjacent teams to align Care execution with SMB growth strategies and account priorities.
Ensure customer interactions are consistent regardless of entry point, whether through Sales or Support.
Represent SMB Care priorities, risks, and insights in cross-functional discussions to remove barriers and support coordinated execution.