MSC Intelligent Operations Manager

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The Magenta Services Center is T-Mobile's multi-tower Shared Services Organization (SSO) spanning HR, Finance, and Accounting operations. This Manager role exists to build and operate the digital foundation that powers how the MSC works, not as a technology project, but as a permanent operating discipline. As the MSC matures from successful migration into governed, scalable service delivery, the function ensures that technology intelligence is embedded into operations, not bolted on after the fact.

The person who thrives here bridges two worlds: deep fluency with commercial AI platforms and automation tooling on one side, and the structured thinking of data governance, enterprise architecture, and service management on the other. You will operate at the intersection of IT partnership, Centers of Excellence alignment, and MSC operations, translating AI possibility into MSC practice. This is not a role for someone who experiments with AI as a hobby. It is for someone who can design the system by which an entire shared services organization operates with AI embedded as a default, not an option.

The Magenta Services Center (MSC) has built its operational foundation and is working to unlock the use of AI as a core capability alongside with other Service Management practices. Across its five value streams, the MSC processes high-volume, structured, repeatable work, exactly the conditions where AI-enabled automation, decision support, and productivity will amplify the value of the organization. Without a dedicated function to manageMSC’s AI strategy, coordinate enablement with IT and CoE partners, maintain enterprise compliance, and drive individual productivity adoption, the MSC might just fall in consuming AI tools reactively and inconsistently, leaving significant capacity and quality opportunity on the table. This Manager closes that gap and builds the capability from which the MSC's next phase of maturity begins.

Job Responsibilities:

• AI Enablement Coordination & CoE Partnership: Serve as the MSC's formal liaison to T-Mobile's AI Center of Excellence (CoE) and IT functions for all AI enablement initiatives across value streams. This is not an informal relationship, this role owns the intake, alignment, and governance checkpoint for every AI initiative touching MSC operations, including agentic workflow deployments, commercial tool adoption, and platform integrations. Ensures proper coordination in deployment of AI within an established CoE and IT coordination model. Maintain a structured portfolio of MSC AI initiatives, track dependencies with CoE and IT, ensure sequencing is governed, and represent the MSC's priorities within enterprise AI planning forums.

• Enterprise AI Governance & Guardrail Compliance: Ensure that all AI usage within the MSC, whether system-level automation or individual productivity tooling, adheres to T-Mobile's enterprise AI guardrails, data classification standards, and acceptable use policies. Act as the MSC's governance checkpoint for new AI tool adoption, maintaining a coherent and compliant approach across teams. Translate enterprise policy into MSC-level operating standards that are practical, enforced, and updated as the policy landscape evolves.

• AI Data Readiness & Digital Foundation:Translate MSC AI and automation needs into clear data requirements for the Data Strategy, Reporting & Analytics team. Identify gaps between current data availability and AI readiness, and maintain a living view of AI data dependencies (inputs, features, pipeline requirements, and quality thresholds) to feed into the Analytics team's roadmap. Ensure the digital tooling and platform layer supporting MSC operations is coherent, accessible, and fit for AI-enabled use.

• Initiative Evaluation & Value-Benefits Estimation: Support the evaluation and business case development for AI and digital initiatives within the MSC. Apply structured frameworks to estimate effort, cost, risk, and expected benefit for each initiative under consideration. Maintain transparency on the portfolio of investments, their projected returns, and their actual outcomes post-implementation. Ensure the MSC is not accumulating AI experiments without accountability for value realization.

• Technology, Platform Proficiency & Agentic AI Design:Maintain hands-on proficiency with AI platformsfor use across the MSC, and design, specify, and govern agentic AI workflows (multi-step automated processes where an AI model takes sequential actions across systems). This includes scoping appropriate use cases, documenting workflow logic, defining human-in-the-loop checkpoints and failure handling, and specifying oversight controls for processes with SOX or compliance exposure. Works with IT and the AI CoE to implement, test, and monitor agentic workflows in production.

• AI Productivity Amplification: Drive systematic adoption of commercial AI tools (including Claude, Microsoft Copilot, and equivalent platforms) across MSC roles, with a focus on measurable productivity outcomes. Identify high-value use cases by role type and service activity, design adoption pathways, and support enablement efforts that move teams from occasional use to embedded practice. Track and report on productivity impact in terms the business can act on, not usage statistics.

Education:

• 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)

• Acceptable areas of study include Information Systems, Computer Science, Data Science or related field (Preferred)

Work Experience:

• 4-6 years Experience in a GBS, Shared Services, or enterprise operations environment with direct involvement in digital transformation, AI enablement, or technology-driven process improvement (Required)

• 3+ years Hands-on proficiency with commercial AI platforms (GPT, Claude, or equivalent) in an operational or automation context, not limited to personal productivity (Required)

• 2+ years Designing or governing a data architecture, data domain structure, or analytics foundation in a multi-function or multi-process environment (Required)

• 2+ years Coordinating AI or digital enablement work across IT, business, and Centers of Excellence stakeholders, including intake, prioritization, and delivery management (Required)

• 2+ years Building and presenting value-benefits estimates or business cases for technology investments, with accountability for post-implementation outcome tracking (Required)

• 1+ years Hands-on experience designing or deploying agentic AI workflows. Experience working with AI CoE, IT, or platform engineering teams to define, test, and govern agentic deployments. Includes experience scoping appropriate use cases, documenting workflow logic, and establishing human oversight and fallback mechanisms. (Required)

• Direct experience with enterprise AI governance or acceptable use frameworks, including data classification compliance in an AI context (Preferred)

• Automation tooling beyond AI (RPA, workflow automation, integration platforms) in a finance or operations context (Required)

• Telecom, large-scale enterprise, or highly regulated industry environment (Preferred)

Knowledge, Skills and Abilities:

• AI Data Requirements & Readiness - Able to identify and articulate what data AI systems, agentic workflows, and automation initiatives need to function: inputs, features, quality thresholds, pipeline dependencies. Translates those requirements into clear, actionable inputs for the Data Strategy, Reporting & Analytics team's roadmap. Does not design data architecture or own data domains. Assesses AI readiness gaps, surfaces them to the right owners, and tracks resolution. Understands data as an enabler of AI outcomes, and advocates for the AI perspective within data planning forums. (Required)

• AI Governance & Compliance - Understands enterprise AI guardrail frameworks and can translate policy into MSC-level standards. Has working knowledge of data classification implications for AI tool use, including what can and cannot be fed into commercial models. (Required)

• Technology Coordination - Experienced managing AI or digital initiatives that span IT, business operations, and Centers of Excellence. Can align stakeholders with different incentives, sequence dependencies, and maintain momentum without direct authority over delivery teams. (Required)

• Value-Benefits Estimation - Applied structured thinking to estimate the cost, effort, risk, and expected return of technology initiatives. 

• Adoption Enablement - Has designed and executed AI or digital tool adoption programs for operational teams. Understands the difference between launching access to a tool and embedding it into daily practice. Builds pathways that make good behavior the path of least resistance. (Required)

• GBS / SSO Delivery Knowledge - Understands how shared services operations work end-to-end: tiered delivery, value stream structure, service ownership, and applies that context when identifying and designing AI use cases. Does not treat AI as a standalone capability. (Required)

• Independent Execution - Capable of defining structure, setting priorities, and delivering outcomes in an environment where the function is still being built. Self-directed, resourceful, and comfortable operating without a full team for extended periods. (Required)

• Executive Communication - Translates technical AI and data concepts into clear, stakeholder-appropriate narratives. Comfortable presenting to senior leadership in a way that enables decisions, not just awareness. (Required)

• Automation Architecture Awareness - Familiarity with how AI integrates with automation platforms (RPA, API-based workflows, integration middleware). Does not need to build systemintegrations, but must be able to design requirements and assess feasibility. (Preferred)

• Agentic AI & Workflow Design - Understands agentic AI architectures and can design multi-step autonomous workflows for operational use cases: defining trigger conditions, decision logic, action sequences, system interactions, and human-in-the-loop oversight checkpoints. Critically, understands where agentic deployment is appropriate and where it is not, particularly in processes with SOX, compliance, or financial control exposure. Coordinates all agentic workflow design and deployment with the AI CoE and IT to ensure enterprise architecture alignment, data security compliance, and auditability. (Required)

• ITIL / Service Management Awareness - Familiarity with service management principles: Program Management, Continual Service Improvement,Change management, as they apply to embedding AI into operational service delivery. (Preferred)

Licenses / Certifications:

• AI / ML Specialization or Certification - Demonstrates structured understanding of AI/ML concepts, capabilities, and limitations beyond tool familiarity (Required)

• ITIL Foundation (v3 or v4) - Supports integration of AI enablement into a service management governance context (Preferred)

• Lean Six Sigma (any level) - Supports structured approach to process analysis and AI use case identification within continuous improvement frameworks (Preferred)

• Data Governance or Analytics Certification - Demonstrates foundational knowledge of data management principles applicable to structuring data domains for AI readiness (e.g., DAMA CDMP, Coursera Data Governance, or equivalent) (Preferred)

• 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

Total Target Cash Earnings Opportunity: $92,230 - $166,405National Base Pay Range: $80,200 - $144,700

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ364046&paradox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

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, genetic information, 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 [email protected] 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.