Service Management Office Manager
T-Mobile • Overland Park, KS55d • Hybrid
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MSC Service Mgmt Office Manager
T-Mobile•Overland Park, KS
•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. This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS.
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.
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
- 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
- annual bonus or periodic sales incentive or bonus
- year-end bonus based on individual and/or company performance
- monthly bonuses based on individual and/or team performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Job Search Resources
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