MSC Service Mgmt Office Manager

tmobile; Overland Park (KS); Hybrid; USD 80,000 - 166,000; Full time

Job summary

T-Mobile in Overland Park, KS is seeking an MSC - Service Mgmt Office (SMO) Manager to advance performance, integrity, and efficiency of the Magenta Service Center. The SMO Manager develops metrics, drives issue resolution, and delivers advanced reporting and insights for strategic decisions.

This hybrid position requires a Bachelor's degree plus 3 years of related experience (or advanced degree with 1 year) and involves collaboration with multiple internal teams to optimize financial operations

Qualifications

• Bachelor's degree plus 3 years of related work experience, or advanced degree with 1 year of related work experience, or equivalent combination.
• Business Administration, Finance or Accounting background preferred.
• Financial, shared services or operational experience is desirable.

Responsibilities

• Develops and maintains operational KPIs and SLAs, translating complex data into performance trends and actionable insights across value streams.
• Oversees data governance and reconciliation efforts in ERP, CRM, and billing systems to ensure data integrity and compliance.
• Investigates high-impact issues and partners cross-functionally to drive timely, sustainable resolutions.
• Designs and produces dashboards and reporting packages with variance and root-cause analysis for stakeholders.
• Identifies and executes process improvements or automation to enhance efficiency and controls.
• Maintains SOPs and provides guidance on best practices across the team.
• Collaborates with Accounting, Treasury, Sales Ops, Legal, and IT to support OTC execution.

Skills

Financial Statement Analysis

Communication

Cross-Functional Project Management

Data Analysis

Data Governance

Performance Management

Root Cause Identification

Service Operations

Stakeholder Management

18+ years age

Education

Bachelor's Degree + 3 years experience

Advanced degree + 1 year experience

Equivalent combination of education/experience

Business Administration or Finance, Accounting preferred

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!

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 - $166,405

National 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=REQ372518dox=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.