Manager, Government Business Care

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The Manager, Government Business Care leads a frontline customer support group responsible for delivering differentiated service outcomes for Government customers and aligned sales partners. This role is accountable for business performance, employee experience, and talent outcomes, leading through frontline Experts and Lead individual contributors. The Manager sets direction, makes judgment-based decisions, and ensures performance, quality, and experience standards are achieved through others while navigating complex customer needs and cross-functional dependencies.

Job Responsibilities:

Own performance outcomes for assigned Government customers, including resolution, efficiency, quality, and customer satisfaction. Balance customer expectations, sales requests, and operational capacity through effective prioritization to ensure consistent delivery. Serve as the final escalation point for complex or sensitive customer and seller issues, applying sound judgment in high-impact situations. Use business and P&L concepts to inform decisions and manage trade-offs that protect long-term account health.

Directly manage frontline Experts and Lead (IC) roles with authority for hiring, performance management, corrective action, and terminations. Develop and execute talent plans that include onboarding, skill development, performance improvement, and succession planning. Coach and develop Lead ICs to enable frontline execution while maintaining clear boundaries around people leadership responsibilities.

Establish operating standards and prioritization frameworks for project-based, non-linear, and relationship-driven work. Ensure a consistent employee and customer experience across work types and shifts by reinforcing expectations and addressing execution gaps. Use recognition and engagement strategies to drive performance, accountability, and retention.

Partner closely with Sales, and other internal support teams serving the same customer base to ensure aligned execution and continuity of experience. Communicate priorities, expectations, and changes clearly and consistently to frontline teams. Represent Government support needs, risks, and insights in cross-functional discussions to remove barriers and protect customer outcomes.

Education:

High School Diploma/GED (Required)

Bachelor's Degree: Equivalent Work Experience (Preferred)

Work Experience:

2-4 Years: Relevant customer service experience (Required)

1+ Years of experience leading teams in a customer service or contact center environment (Required)

1+ Years Of Demonstrated People Leadership Experience (Required)

Less Than 2 Years: Project Management Experience (Preferred)

4-7 Years: Experience in telecommunications, preferably in areas such as customer support, provisioning, or billing  (Preferred)

Training Facilitation: Team facilitation and training skills

Knowledge, Skills and Abilities:

Communication: Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required)

Organization: Effective time management & organization skills. (Required)

Problem Solving: Advanced decision making & problem solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required)

Change Leadership: Advanced change leadership skills. (Required)

Windows: Demonstrated competency in a Windows-based environment, keyboarding and internet skills. (Required)

T-Mobile Tools & System Knowledge: Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)

Conflict Resolution: Expertise in de-escalating customers; conflict resolution skills. (Required)

Coaching: Ability to formulate and deliver specific, actionable feedback. (Required)

Team Leadership: Ability to lead across teams and create and execute aligned plans. (Required)

MS Office Suite: Demonstrated competency in a Windows-based environment, keyboarding and internet skills. (Required)

Strategic Thinking: Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required)

USGCI Certification: Certification Required For Handling Any Federal Government Customers

At least 18 years of age

Legally authorized to work in the United States

Travel:

Travel Required (Yes/No): No

DOT Regulated:

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Base Pay Range: $72,600 - $131,000

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ351613&paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.