MSC Service Management Office Manager

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
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. **

Job 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.

Education and Work Experience:

• 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 Business Administration or Finance, Accounting (Preferred)

• 4-7 years Related experience within a financial, shared services or operational setting (Preferred)

Knowledge, Skills and Abilities:

• 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

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=REQ372518&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.