Sr Manager, Customer Care Operations

T-Mobile USA • Birmingham, AL

2d • Onsite

About The Position

This role manages operational support for call center functions to enhance customer experience and employee engagement. It oversees teams responsible for learning and development, solution support, business operations, and facilities management. The role differentiates by integrating frontline feedback into process improvements and aligning training initiatives with business goals. Success is measured by customer retention, quality and satisfaction metrics, and effective resource management. The work impacts organizational growth by improving operational efficiency and supporting a positive customer and employee environment.

Requirements

• High School Diploma/GED (Required)
• Business Management (Required)
• Call Center Management (Required)
• Coaching (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Management (Required)
• Customer Retentions (Required)
• Customer Service Management (Required)
• Data Analysis (Required)
• Employee Engagement (Required)
• Operations Management (Required)
• People Management (Required)
• Program Management (Required)
• Project Structuring (Required)
• Service Level Management (Required)
• Strategic Thinking (Required)
• Training Delivery (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 4-7 years Call center experience. (Preferred)
• 2-4 years Management experience. (Preferred)

Responsibilities

• Manage operational support to achieve customer retention and satisfaction targets through effective call center processes
• Oversee learning and development initiatives to ensure employee training aligns with business strategies and performance goals
• Deliver analytics and insights on team and individual performance to inform senior leadership decisions
• Lead integration of frontline employee feedback to drive process improvements and enhance customer experience
• Supervise facilities management to maintain service levels and support operational infrastructure
• Coach and develop teams across learning, solution support, business operations, and facilities to improve performance
• Also responsible for other duties/projects as assigned by business management as needed

Benefits

• competitive base salary and compensation package
• annual stock grant
• employee stock purchase plan
• 401(k)
• free, year-round money coaches
• medical, dental and vision insurance
• a flexible spending account
• paid time off
• up to 12 paid holidays
• paid parental and family leave
• family building benefits
• back-up care
• enhanced family support
• childcare subsidy
• tuition assistance
• college coaching
• short- and long-term disability
• voluntary AD&D coverage
• voluntary accident coverage
• voluntary life insurance
• voluntary disability insurance
• voluntary long-term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED