MSC Intelligent Operations Manager

tmobile; Overland Park (KS); On-site; USD 120,000 - 180,000; Full time

Job summary

T-Mobile's Magenta Services Center (MSC) seeks a Manager to build and operate the digital foundation powering MSC operations, embedding AI as a default, not an option. This role bridges AI platforms with governance, enterprise architecture, and service management to drive MSC maturity.

The Manager will coordinate AI enablement with the AI Center of Excellence and IT, ensure guardrails and data readiness, and lead the evaluation of AI initiatives to realize measurable value across MSC value

Qualifications

• Managerial leadership experience in scalable IT or AI-enabled service delivery.
• Experience aligning AI initiatives with governance and policy frameworks.
• Knowledge of data governance, enterprise architecture, and service management.

Responsibilities

• AI Enablement Coordination & CoE Partnership: liaison to AI CoE and IT for MSC AI initiatives, manage intake, alignment, and governance checkpoints.
• Enterprise AI Governance & Guardrail Compliance: ensure AI usage adheres to guardrails and policies, translate into MSC standards.
• AI Data Readiness & Digital Foundation: define data requirements for Data Strategy and Analytics, ensure data dependencies and platform readiness for AI.
• Initiative Evaluation & Value-Benefits Estimation: support business cases, estimate effort, cost, risk, and value for AI projects.
• Technology, Platform Proficiency & Agentic AI Design: maintain proficiency with AI platforms and design agentic workflows across MSC.

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!

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 manage MSC's AI strategy, coordinate enablement with IT and CoE partners, maintain enterprise compliance, and drive individual productivity adoption, the MSC might just fall in consum ing 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 platforms for 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 a