Enterprise Care Manager — Lead Strategic CX & Teams

T-Mobile; Las Vegas (NV); On-site; USD 73,000 - 131,000; Full time

Benefits offered by this job

Annual bonus

Stock grant

Employee stock purchase plan

401(k)

Medical, dental and vision insurance

Paid time off

Paid holidays

Job summary

T-Mobile in Las Vegas is seeking a Manager, Enterprise Business Care to lead a frontline team delivering differentiated service for Strategic and Enterprise customers and aligned sales partners. You will drive business performance, employee experience, and talent outcomes, setting direction and ensuring quality and customer outcomes through Experts and Lead ICs.

Responsibilities include owning outcomes, guiding hiring and coaching, establishing operating standards, and partnering with Sales and

Qualifications

• High School Diploma/GED required.
• Bachelor’s Degree or equivalent work experience required.
• 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 customer support or billing preferred.
• Training facilitation and change leadership skills preferred.

Responsibilities

• Own performance outcomes for Strategic and Enterprise customers and act as final escalation point.
• Directly manage frontline Experts and Lead ICs with hiring, performance management, and terminations.
• Establish operating standards and prioritization frameworks for project-based and relationship-driven work.
• Partner with Sales and internal support teams to ensure aligned execution and protect customer outcomes.

Skills

People leadership

Team management

Customer service

Communication

Problem solving

Strategic thinking

Change leadership

Coaching

Decision making

MS Office Suite

Education

High School Diploma/GED

Bachelor’s Degree: Equivalent Work Experience

Tools

MS Office Suite

T-Mobile Tools

Job description

T-Mobile in Las Vegas is seeking a Manager, Enterprise Business Care to lead a frontline team delivering differentiated service for Strategic and Enterprise customers and aligned sales partners. You will drive business performance, employee experience, and talent outcomes, setting direction and ensuring quality and customer outcomes through Experts and Lead ICs.

Responsibilities include owning outcomes, guiding hiring and coaching, establishing operating standards, and partnering with Sales and