Job Overview The Manager, Inbound Business Care leads a skilled team responsible for delivering consistent, high-quality service outcomes for business customers. This role is accountable for business performance, employee experience, and talent outcomes, leading through frontline Experts and Lead individual contributors. The Manager sets direction, makes informed trade-off decisions, and ensures performance, quality, and experience standards are achieved through others. This role partners cross-functionally to align priorities and remove barriers impacting customer and employee success. Job Responsibilities: • Own performance outcomes for the team, including efficiency, resolution, revenue, retention, and customer satisfaction. Analyze business data and trends to identify risks, set priorities, and adjust strategy to protect customer trust and long-term value. Serve as the final escalation point for complex or high-risk customer issues, exercising sound judgment to resolve situations with potential financial or reputational impact. • Directly manage frontline Experts and Lead (IC) roles with full authority for hiring, performance management, corrective action, and terminations. Develop and execute talent plans that include onboarding, skill development, performance improvement, and succession planning. Coach and develop Lead ICs to effectively support frontline execution while maintaining clear boundaries around people leadership authority. • Set clear expectations, operating standards, and performance priorities that align customer experience, business outcomes, and employee engagement. Ensure a consistent employee and customer experience across shifts by reinforcing standards and addressing gaps in execution. Use recognition, engagement strategies, and performance routines to drive accountability, retention, and sustained results. • Partner closely with Sales, Engineering, Retail, and other support teams serving T-Mobile for Business customers to ensure aligned execution and a seamless customer experience. Communicate business strategies, changes, and expectations clearly and consistently to frontline teams. Balance competing priorities across customer needs, operational capacity, and employee experience to deliver effective outcomes at scale. Education and Work Experience: • High School Diploma/GED (Required) • Bachelor's Degree Equivalent Work Experience (Preferred) • 2-4 years 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 (Required) • Less than 2 years Project management experience (Preferred) • 4-7 years Experience in telecommunications, preferably in areas such as customer support, provisioning, or billing (Preferred) Knowledge, Skills and Abilities: • Communication Strong oral and written communication skills. Ability to communicate with all levels of leadership across internal sales and support teams as well as external customers. (Required) • Organization Effective time management & organization skills (Required) • Problem Solving Advanced decision making & problem-solving skills. Ability to handle unique and challenging scenarios for large accounts. (Required) • T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required) • Conflict Resolution Expertise in de-escalating customers; conflict resolution skills (Required) • Coaching Ability to formulate and deliver specific, actionable feedback (Required) • Team Leadership Ability to lead across teams and create and execute aligned plans (Required) • Organization Effective time management & organization skills (Required) • MS Office Suite Demonstrated competency in a Windows-based environment, keyboarding and internet skills (Required) • Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple tasks. (Required) • Time & Attendance Ability to work varied shifts as assigned. This job requires reliable, predictable, and consistent attendance (Required) • At least 18 years of age • Legally authorized to work in the United States Travel: Travel Required (Yes/No): Yes DOT Regulated: DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No Base Pay Range: $68,300 - $123,300 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=REQ359172¶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!