Job Overview
The Manager, myHR leads a team of 8-12 myHR Specialists and 1-2 Senior Specialists in an employee-facing Care environment focused on employee issue resolution and satisfaction. This role oversees daily operations, quality assurance, escalation management, team development, and performance management to ensure timely and high-quality support across all employee service channels. The Manager partners cross-functionally with HR Operations, HR Business Partners, and other stakeholders to drive process improvement, identify AI and automation opportunities, and lead system optimization initiatives. Additionally, this role serves as a key partner in crisis management, including natural disaster employee support and other employee-impacting events, ensuring T-Mobile employees receive consistent, compassionate, and effective assistance.

** This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS. **

Job Responsibilities:

• Ensures high quality employee issue resolution through rapid response across phone, email, chat, and ticket channels. Responsible for auditing customer interactions for quality and accuracy. Handles escalations and identifies trending issues, engaging necessary partners and leaders as needed for collaboration, resolution, and visibility.
• People management responsibilities include hiring, onboarding, employee development, performance management, and compensation review and bonus planning for a team of 8-12 myHR Specialists and 1-2 Senior Specialists.
• Proactively and consistently communicates expectations to staff through one-on-ones, real-time coaching and feedback, trainings, team meetings, and other avenues for communication and team building.
• Builds, manages, and reports on team metrics and KPIs as required by the business on a daily, weekly, monthly, and annual basis; benchmarks performance against industry standards and internal targets.
• Identifies AI and automation opportunities and leads process improvement initiatives across employee-facing and back-office systems, partnering with technology and HR Operations to drive innovation and efficiency.
• Partners cross-functionally with HR Operations, HR Business Partners, and process partners on production reviews, relationship building, team and employee accountability, and project work supporting HR organizational initiatives.
• Partners with HR leadership and crisis response teams on natural disaster response and other employee crises, ensuring myHR team readiness, communication protocols, and compassionate employee support during critical events.
• Represents employee experience in organizational initiatives for system and process optimization. Must conceive, initiate, and execute strategic cross-functional improvements to meet customer demands, drive internal process excellence, and support HR operational goals.

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)
• 4-7 years Experience as an HR Generalist with an emphasis in employee relations and organizational development. (Required)
• 2-4 years Previous experience in management in a corporate environment. (Required)
• 4-7 years Experience as an HR Business Partner. (Preferred)

Knowledge, Skills and Abilities:

Required Skills:

• Attention to Detail & Organization
• Coaching & Performance Management
• Communication & Facilitation
• Confidentiality
• Customer Service & Escalation Management
• HR Analytics, Reporting & Dashboards
• HR Case Management & Documentation
• HR Operations & Employee Consultation
• People Leadership & Team Development
• Problem Solving & Operational Excellence
• Project & Cross-functional Program Management
• Service Level Management

Preferred Skills:

• Audit Processes
• HR Policy Development
• Process Design
• Team Building Techniques

Licenses and Certifications:

• Professional in Human Resources (PHR) (Preferred)
• Senior Professional in Human Resources (SPHR) (Preferred)
• Certified Payroll Professional (CPP) (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes - minimal (less than 10%)

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $91,800 - $165,600

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=REQ348290¶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!