Director, Customer Care

T-Mobile is in pursuit of exceptional talent to join our executive team. We’re committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

Job Overview
This is a strategic leadership position that inspires a strong culture and results. The Director, Customer Care job aligns to all Customer Care employees, processes and activities to ensure the delivery of Exceptional Service. Managing a large team, this position is responsible to staff, instruct, schedule, lead, model, motivate, budget, forecast, coach, develop, analyze and organize to ensure we are exceeding expectations of our customers, employees and owners. This position is responsible to ensure all employees are committed to delivering flawless execution of T-Mobile's Un-carrier Mission, Vision Values and Initiatives. Achieving results, the Right way. Role also drives participation related to the site's EC&E activities.

Job Responsibilities:

• Provide leadership, vision, and direction for Customer Care teams while supporting operational partners (Facilities, IT, Training, etc.). Develop and drive strategies for exceptional customer service, support, and sales. Highlight the role's focus on Care People management alongside coordinating site responsibilities, emphasizing the site directors' role in navigating and executing various operational needs, including facilities, training, safety, and partnerships.
• Management of metric performance to ensure profitability of each assigned customer group and overall metrics and goals. Review and delivery of monthly/quarterly trending reports to regional leadership.
• Ensure that employees are applying their knowledge and skills on the job, in the right way, and achieving the desired results. Communicating and educating employees on metrics, best practices and systems/customer experience tactics.
• Work closely internally and externally to ensure that customer pain points are recognized and addressed and facilitating an ongoing communication strategy.
• Resolving operational and interdepartmental problems quickly and effectively.
• Building solid productive relationships within and outside the Customer Experience Center - community engagement and brand ambassadors for the community.
• Supporting employees’ lifecycle events - ER, LOA, etc.
• Creating and sustaining an exceptional work environment by recruiting, retaining, hiring, training, developing and ensuring ongoing growth opportunities for employees.
• Provides meaningful career and professional development for all leadership levels. Develop leaders for broader responsibilities, inspires and builds trust across the organization.
• CEC budget and expense management to ensure cost effective operations.

Education and Work Experience:

• Bachelor's Degree Business Management (Preferred)
• Master's/Advanced Degree (Preferred)
• 4-7 years Multi-unit leadership/management experience (Preferably in Customer Experience). (Required)

Knowledge, Skills and Abilities:

• Ability to complete cost / benefit analysis (Required)
• Ability to effectively impact change across multiple teams (Required)
• Experience managing multi level staff, leadership and front line employees (Required)
• Strong industry knowledge of customer satisfaction drivers (Required)
• Able to lead change and process improvements in a dynamic environment (Required)
• Ability to build strong teams and cultivate teamwork (Required)
• Values inclusion and has ability to create and lead an inclusive workforce (Required)
• Communication Strong oral and written communication skills (Required)
• Organization Keen organizational awareness and commitment to developing people (Required)
• Coaching Effective Coaching and conflict resolution skills (Required)
• Ability to manage multiple priorities. (Required)
• Strong work ethic, commitment, sense of accountability, integrity and urgency (Required)
• Results oriented (Required)
• Strong analytical and logic skills (Required)

Licenses and Certifications:

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

Travel:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $151,900 - $205,500

Corporate Bonus Target: 25%

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 qualifications and experience, so the actual starting pay will vary within this range. 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.

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.