The Manager, Business Support is a strategic people leader responsible for enabling effective execution across T-Mobile for Business by overseeing backend sales support operations. This role provides internal operational support exclusively to T-Mobile for Business teams, ensuring complex orders, fulfillment issues, billing exceptions, and transaction fallout are resolved accurately and efficiently. The Manager leads a specialized internal operations team that supports Sales, Dedicated Experts, Support Experts, and partner teams through multiple internal channels. This role requires strong operational judgment, adaptability, and cross-functional coordination to address system issues, process gaps, and evolving business priorities that directly impact sales execution and customer outcomes.

RESPONSIBILITIES

• Own outcomes for internal sales support operations, including order fallout resolution, fulfillment issues, billing discrepancies, and transaction exceptions. Ensure timely, accurate backend support that enables Sales and Care teams to deliver seamless customer experience. Serve as the final escalation authority for complex or high-impact operational issues impacting internal partners. (25%)
• Directly manage Business Sales Support team members with full authority for hiring, performance management, corrective action, and terminations. Develop and execute talent plans that support operational expertise, flexibility, and readiness across shifting business demands. Build a resilient team capable of handling complex operational work and special projects. (25%)
• Partner closely with TFB Sales teams, Dedicated Experts, Support Experts, and operational partner teams to resolve complex order and system issues. Collaborate across Care, Operations, Billing, Fulfillment, and Technology teams to drive root cause resolution and prevent recurrence. Represent Business Support priorities, risks, and insights in cross-functional discussions. (20%)
• Analyze trends related to order fallout, processing errors, billing issues, and fulfillment breakdowns. Identify systemic gaps and partner with stakeholders to improve processes, documentation, and execution. Use data and insights to inform prioritization and continuous improvement efforts. (15%)
• Lead the team's participation in special projects and operational workstreams in response to evolving business needs. Balance planned work with urgent operational requests, reallocating resources as priorities shift. Ensure clear communication of expectations, changes, and priorities to support consistent execution. (10%)

MINIMUM QUALIFICATIONS

• High School Diploma or GED required; Bachelor's Degree or equivalent work experience preferred
• 2-4 years of relevant customer service experience required
• 1+ year of experience leading teams in a customer service or contact center environment required
• 1+ year of demonstrated people leadership experience required
• Project management experience preferred
• 2-4 years of experience in telecommunications (customer support or billing) preferred

KNOWLEDGE, SKILLS & ABILITIES

• Strong oral and written communication skills; ability to communicate with all levels of leadership
• Effective time management and organizational skills
• Advanced decision-making and problem-solving skills, including handling complex scenarios for large accounts
• Expertise in de-escalating customers and conflict resolution
• Ability to formulate and deliver specific, actionable coaching and feedback
• Ability to lead across teams and create and execute aligned plans
• Demonstrated competency in Windows-based environment, MS Office Suite, keyboarding, and internet skills
• Knowledge of T-Mobile tools, systems, policies, and procedures
• Strategic thinking and ability to adapt quickly to unpredictable and varying requests
• Cross-functional collaboration skills across Sales, Care, Operations, Billing, Fulfillment, and Technology
• Reliable, predictable, and consistent attendance; ability to work varied shifts as assigned
• Advanced change leadership skills preferred
• Team facilitation and training skills preferred

ADDITIONAL REQUIREMENTS

• Ability to remember instructions in a variety of formats
• Critical thinking and problem-solving capability
• Proficiency with technology, instruments, tools, and information systems
• Ability to adapt to frequent interruptions and changes in priorities and/or work locations
• Flexibility for day, afternoon, graveyard, weekend, on-call, and holiday shifts

Base Pay Range: $71,900 - $129,700

Corporate Bonus Target: 15%

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=REQ360532¶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!