Government Care Ops Leader — Frontline Excellence

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

Benefits offered by this job

Annual bonus

Employee stock purchase plan

401(k)

Job summary

T-Mobile is seeking a Manager, Government Business Care to lead a frontline customer support group for Government customers and aligned sales partners. You will drive performance, employee experience, and talent outcomes by guiding frontline Experts and Lead ICs while navigating complex customer needs and cross-functional dependencies.

You will own service outcomes, prioritize work across shifts, and partner with Sales and internal teams to ensure consistent customer experience.

Qualifications

• High School Diploma or GED required.
• Bachelor’s degree equivalent preferred.
• 2–4 years in customer service required.
• 1+ year leading teams in a customer service or contact center environment required.
• 1+ year leadership experience required.
• 4–7 years telecom experience preferred.

Responsibilities

• Own performance outcomes for assigned Government customers, including resolution, efficiency, quality, and customer satisfaction.
• Directly manage frontline Experts and Lead roles including hiring, performance management, and corrective action.
• Develop and execute talent plans: onboarding, skill development, performance improvement, succession planning.
• Establish operating standards and prioritization frameworks for project-based work.

Skills

Leadership

Customer service

Communication

Problem solving

MS Office

Education

High School Diploma/GED

Bachelor's Degree Equivalent

Tools

MS Office Suite

Job description

T-Mobile is seeking a Manager, Government Business Care to lead a frontline customer support group for Government customers and aligned sales partners. You will drive performance, employee experience, and talent outcomes by guiding frontline Experts and Lead ICs while navigating complex customer needs and cross-functional dependencies.

You will own service outcomes, prioritize work across shifts, and partner with Sales and internal teams to ensure consistent customer experience.