MSC Service Mgmt Office Manager

T-Mobile•Overland Park, KS

56d•$80,200 - $144,700•Hybrid

About The Position

The MSC – Service Mgmt Office (SMO) Manager plays a critical role in advancing the performance, integrity, and efficiency of T-Mobile's Magenta Service Center. The SMO Manager is responsible for developing and managing performance metrics, driving issue resolution, enhancing system and data accuracy, and providing advanced reporting and insights that guide strategic decisions. This role regularly partners with internal stakeholders and vendors to ensure alignment and excellence in financial operations and service delivery.

Requirements

Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
Financial Statement Analysis (Required)
Communication (Required)
Cross-Functional Project Management (Required)
Data Analysis (Required)
Data Governance (Required)
Performance Management (PM) (Required)
Root Cause Identification (Required)
Service Operations (Required)
Stakeholder Management (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Acceptable areas of study include Business Administration or Finance, Accounting (Preferred)
4-7 years Related experience within a financial, shared services or operational setting (Preferred)

Responsibilities

Manages Performance Metrics & Insights: Develops and maintains operational KPIs and SLAs, translating complex data into performance trends and actionable insights across value streams
Ensures Data Integrity and System Accuracy: Oversees data governance and reconciliation efforts in enterprise platforms (ERP, CRM, and billing systems), ensuring data integrity and compliance
Resolves High-Impact Operational Issues: Investigates complex issues affecting service or financial performance and partners cross-functionally to drive timely and sustainable resolutions
Supports Reporting and Analytics Activities: Designs and produces dashboards and reporting packages for internal stakeholders, incorporating detailed variance and root cause analysis
Contributes to Process Improvements and Projects: Identifies and executes process improvements or automation opportunities to enhance operational efficiency and internal controls.
Maintains Standard Operating Procedures and Documentation: Maintains and updates standard operating procedures and provides guidance on best practices across the team
Collaborates Across Teams: Builds strong working relationships with internal partners such as Accounting, Treasury, Sales Ops, Legal, and IT to support seamless OTC execution.