Hire to Retire Ops Manager

T-Mobile; Overland Park (KS); On-site; USD 90,000 - 130,000; Full time

Job summary

T-Mobile in Overland Park, KS is seeking a Senior Program Manager for Hire to Retire (HTR) Ops within the Magenta Service Center. This on-site role provides expert-level program leadership, operational oversight, and strategic advisory support for the HTR Employee Commission and Incentives functions across the Customer Care channel.

You will drive program integrity, compliance, and continuous improvement without direct people management, serving as a trusted SME and functional authority for the

Responsibilities

• Leads the development, implementation, and ongoing lifecycle management of complex HR operational programs within the assigned HTR function - which may include payroll processing, commission validation, leave and accommodation administration, HR data management, or employee and manager inquiry resolution - applying sophisticated subject matter expertise to ensure programs are compliant, effective, and aligned with organizational objectives.
• Serves as a functional authority and primary escalation point for complex, sensitive, or high‑risk operational matters, interpreting HR policy, employment law, and regulatory requirements to deliver authoritative guidance and well‑reasoned determinations that balance employee needs, legal obligations, and organizational risk.
• Conducts operational assessments to identify risks, gaps, and systemic issues within the assigned function, develops data‑driven recommendations, and leads the design and implementation of process improvements and controls that enhance compliance, efficiency, and scalability.
• Represents the HTR function in enterprise initiatives and ensures alignment with organizational strategy and stakeholder expectations.

Job description

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!

This position is required to work on site 3 days a week at our Overland Park, KS office. It is not available for remote opportunity.

Job Overview

The MSC- Hire to Retire Ops Manager is a Sr Program Manager role within T-Mobile's Magenta Service Center that provides expert-level program leadership, operational oversight, and strategic advisory support across the HTR (Hire to Retire) Employee Commission and Incentives functions for the Customer Care channel. This role drives program integrity, compliance, and continuous improvement without direct people management responsibilities, serving as a trusted subject matter expert and functional authority for the HTR team and its cross‑functional partners. The MSC HTR Ops Manager leads complex program development and lifecycle management, manages intake processes and conducts operational assessments, manages vendor relationships, administers the team's ticketing and case management systems, and represents the HTR function in enterprise initiatives. By combining deep operational expertise with strong stakeholder partnership and a strategic perspective, this role ensures the reliability, scalability, and compliance of HR service delivery across the employee lifecycle. Their work directly enables organizational and people strategy by advancing operational excellence and fostering a high-quality employee and manager experience.

Job Responsibilities

• Leads the development, implementation, and ongoing lifecycle management of complex HR operational programs within the assigned HTR function - which may include payroll processing, commission validation, leave and accommodation administration, HR data management, or employee and manager inquiry resolution - applying sophisticated subject matter expertise to ensure programs are compliant, effective, and aligned with organizational objectives.
• Serves as a functional authority and primary escalation point for complex, sensitive, or high‑risk operational matters, interpreting HR policy, employment law, and regulatory requirements to deliver authoritative guidance and well‑reasoned determinations that balance employee needs, legal obligations, and organizational risk.
• Conducts operational assessments to identify risks, gaps, and systemic issues within the assigned function, develops data‑driven recommendations, and leads the design and implementation of process improvements and controls that enhance compliance, efficiency, and scalability.
• Represents the