Sr. Manager, myHR

T-Mobile • Overland Park, KS

2d • $116,900 - $210,900 • Hybrid

About The Position

This role leads a team responsible for delivering employee support services with a focus on customer satisfaction and timely resolution. It manages the operations of Tier 1 and Tier 2 employee support teams to ensure effective service delivery. The role includes oversight of quality assurance, issue resolution, and collaboration with partners to address trending concerns. Success is measured by service quality, response times, team performance, and effective communication of operational metrics. The work impacts the organization by enhancing employee experience and supporting HR operational initiatives through process improvements. This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS.

Requirements

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• Confidentiality (Required)
• Problem Solving (Required)
• Communication (Required)
• Analytics (Required)
• Customer Service (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 7-10 years Leadership experience in HR, Business or Call Center environment. (Preferred)
• 4-7 years Previous experience in management in a corporate environment. (Preferred)
• 7-10 years Experience as an HR Business Partner. (Preferred)
• Professional in Human Resources (PHR) (Preferred)
• Senior Professional in Human Resources (SPHR) (Preferred)
• Certified Payroll Professional (CPP) (Preferred)

Responsibilities

• Lead and develop employee support teams to achieve high-quality service and timely resolution of inquiries
• Accountable for Metrics and KPI creation, management and reporting
• Audit customer interactions to ensure accuracy and maintain service quality standards
• Manage escalated employee issues to facilitate prompt and effective resolution
• Identify and address trending issues by collaborating with relevant partners and leaders
• Oversee hiring, onboarding, employee development, performance management, and compensation planning
• Communicate expectations and provide coaching, training, and team engagement activities
• Also responsible for other duties/projects as assigned by business management as needed

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees