Job Details

At T-Mobile, we believe in investing in our employees! Our Total Rewards Package offers a competitive base salary and comprehensive compensation, showcasing the same big love we give to our customers. We provide various wealth-building opportunities including an annual stock grant, an employee stock purchase plan, and access to free money coaches year-round-this is how we remain UNSTOPPABLE for our team!

Job Overview
The Technical Customer Care Manager is a strategic and people-oriented leader responsible for nurturing, motivating, and driving performance within a dynamicteam of Technical Care Experts and an Associate Manager. Your goal is to deliver outstanding customer experiences by blending strategic oversight with hands-on leadership. This role emphasizes achieving business objectives, fostering personal technical assistance, and enhancing customer loyalty by utilizing AI tools and deep technical knowledge.

The Customer Care Manager promotes a high-performance environment by coaching, mentoring, and developing leaders while operationalizing performance strategies that enhance efficiency, engagement, and customer satisfaction. You will closely collaborate with senior leadership to analyze performance trends, implement targeted action plans, and execute strategies aimed at optimizing team success and operational excellence. By leading through empowerment, accountability, and recognition, this role ensures alignment with company goals and reinforces T-Mobile's commitment to exceptional customer connectivity.

Key Responsibilities:

• Drive Team and Business Performance: Lead and inspire Technical Care Experts and an Associate Manager to achieve performance objectives, leveraging data insights and business acumen.
• Develop and Empower Leaders and Experts: Provide ongoing coaching and mentorship to enhance the performance and growth of leaders and team members.
• Champion the Customer Experience: Facilitate high-quality customer interactions to ensure one-call resolution and effective technical troubleshooting.
• Foster Collaboration and Strategic Alignment: Work with cross-functional teams to deliver seamless customer experiences and drive operational synergy.
• Recognize, Engage, and Retain Top Talent: Build a culture of accountability and recognition through motivational strategies and performance management.
• Lead Change and Continuous Improvement: Promote agility and innovation by adapting to evolving business tools and processes.
• Ensure Operational Excellence and Compliance: Oversee scheduling, performance documentation, and adherence to quality and compliance standards.

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree (Preferred)
• 3-5 years of customer service experience (Required)

Knowledge, Skills, and Abilities:

• Leadership Capability: Ability to motivate and foster a collaborative work environment.
• Coaching Ability: Provide customized feedback and support to develop team member skills.
• Problem Solving Skills: Analyze complex situations to implement timely solutions.
• Technical Proficiency: Demonstrate knowledge of T-Mobile Customer Care applications and systems.
• Conflict Resolution: Address customer and team issues effectively, focusing on empathy and technical insight.
• Analytics Skills: Analyze performance metrics to devise strategies that exceed targets.
• Adaptability: Flexibility to adjust to changing priorities and customer needs in a fast-paced environment.
• Empathy: Understand and relate to customer concerns to ensure a personalized approach.
• Customer Orientation: Expertise in building strong customer relationships and ensuring satisfaction.

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel: No travel required.

Salary and Benefits:
Base Pay Range: $71,300 - $128,600
Annualized Incentive Target: $12,000
At T-Mobile, our benefits reflect the spirit of teamwork and community! We ensure our benefits meet the diverse needs of our team members, offering medical, dental, and vision insurance, a flexible spending account, 401(k), paid time off, and more. New full-time employees can expect around four weeks of paid time off annually.

We also value continuous development opportunities for our employees. Joining T-Mobile means you're part of a culture that values growth, innovation, and connection. If you're ready to elevate your career in an empowering environment, we encourage you to apply!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All employment decisions are made without regard to personal characteristics protected by law. We celebrate diversity and are committed to creating an inclusive environment for all employees.