Job Overview
The Customer Care Manager, Loyalty is a strategic and people-focused leader responsible for developing, motivating, and driving performance across a team of 15 Loyalty Care Experts and an Associate Manager to deliver exceptional customer experiences. This role blends strategic oversight with advanced hands-on leadership to ensure seamless execution of business objectives, promote premium customer experiences, and enable enhanced customer retention strategies for T-Mobile. This team has a direct impact on the customer experience and T-Mobile's business objective to earn customers for life.

The Customer Care Manager fosters a high-performance culture by developing leaders, coaching frontline teams, and operationalizing performance strategies that drive efficiency, engagement, and customer satisfaction. This role partners closely with senior leadership to analyze trends, implement targeted action plans, and execute strategies that optimize team success and operational excellence. By leading through empowerment, accountability, and recognition, the Customer Care Manager ensures alignment with company goals and reinforces the organization's commitment to being the best in the world at connecting customers to their world.

Job Responsibilities:

• Drive Team and Business Performance:
  Lead and inspire Loyalty Care Experts and an Associate Manager to meet and exceed performance objectives, leveraging data-driven insights, AI tools, and sound business acumen to optimize team outcomes, retain customers, and enhance customer satisfaction.
• Develop and Empower Leaders and Experts:
  Provide continuous coaching, mentorship, and career development to both leaders and frontline experts. Conduct real-time observation, feedback, and skill-building to strengthen leadership capability and frontline excellence.
• Champion the Customer Experience:
  Ensure top performing contact resolution, customer retention strategies and practices, and premim customer experiences across the team, guiding complex case handling, customer escalations, and embedding the organization's service model in all team practices.
• Foster Collaboration and Strategic Alignment:
  Partner cross-functionally with Care, Engineering, Retail, and Support teams to deliver seamless customer experiences and drive operational synergy across shared goals.
• Recognize, Engage, and Retain Top Talent:
  Cultivate a culture of accountability, celebration, and continuous improvement through recognition programs, motivation strategies, and effective performance management practices.
• Lead Change and Continuous Improvement:
  Drive agility and innovation by embracing evolving tools, processes, and business priorities, ensuring teams remain adaptable, high-performing, and focused on delivering best-in-class service.
• Ensure Operational Excellence and Compliance:
  Oversee team scheduling, timekeeping, performance documentation, communications, and adherence to quality and compliance standards, maintaining an efficient and consistent work environment.

Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree (Preferred)
• 3-5 years customer service experience. (Required)
• 2-4 years Leading and developing a customer service team (Preferred)
• 2-4 years Proactive account management and resolution of customer concerns (Preferred)
• 2-4 years Collaboration with fellow leaders to meet organizational objectives (Preferred)
• 9 Months minimum in both Account Care and Tech Care roles. (Preferred)

Knowledge, Skills and Abilities:

• Leadership Capability to inspire and motivate team members, lead by example, and foster a positive and collaborative work environment. (Required)
• Customer Relationship Management (CRM) Skill in building rapport, understanding customer needs, and fostering long-term loyalty through proactive engagement. (Required)
• Problem Solving Aptitude in identifying root causes of customer issues, analyzing complex situations, and implementing effective solutions in a timely manner. (Required)
• Communication Clear and effective communication skills to convey instructions, provide feedback, and collaborate with team members and other departments. (Required)
• T-Mobile Tools & System Knowledge Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, C2, Atlas, NBA, VASA, QuikView, Windows and Microsoft Office (Required)
• Multitasking Ability to manage multiple tasks simultaneously, ensuring effective time management. (Required)
• Coaching Ability to provide personalized feedback, guidance, and support to team members to enhance their performance and development. (Required)
• Conflict Resolution Identifying, addressing, and resolving issues that arise with customers, or within the team, in a timely and effective manner. This includes de-escalating situations with customers by demonstrating empathy, active listening, and technical expertise to restore trust and resolution. (Required)
• Analytics Ability to analyze performance metrics and implement strategies to exceed targets. (Required)
• Adaptability Flexibility to adapt to changing priorities, processes, and customer needs in a dynamic and fast-paced environment. (Required)
• Empathy Ability to understand and empathize with customers' concerns and emotions, ensuring a compassionate and personalized approach to customer interactions. (Required)

Licenses and Certifications:

• Certified Customer Service Manager (CCSM) Certification that demonstrates proficiency in managing customer service operations and teams. (Preferred)
• Certified Professional in Learning and Performance (CPLP) Certification by ATD that indicates proficiency in training, coaching, and developing team members. (Preferred)

• 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

Base Pay Range: $76,700 - $138,200

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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.

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. Most Corporate employees are eligible for a year-end bonus based on company and/or individual 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ360021¶dox=1

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. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!