P-Customer Care Manager, Account

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, Puerto Rico Tax-Deferred Savings Plan, and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The P-Customer Care Manager is a strategic and people-focused leader responsible for developing, motivating, and driving performance across a team of 15 Account Care Experts and an Associate Manager to deliver exceptional customer experiences. This role blends strategic oversight with hands-on leadership to ensure seamless execution of business objectives, promote one-call resolution, and strengthen customer loyalty.

The P-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 P-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 Account 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 and 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 one-call resolution and high-quality customer interactions by minimizing escalations, guiding complex case handling, 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)

Knowledge, Skills and Abilities:

• Leadership Capability to inspire and motivate team members, lead by example, and foster a positive and collaborative work environment. (Required)
• Coaching Ability to provide personalized feedback, guidance, and support to team members to enhance their performance and development. (Required)
• Problem Solving Aptitude in identifying root causes of customer issues, analyzing complex situations, and implementing effective solutions in a timely manner. (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)
• 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)
• Customer Oriented Expertise in building and maintaining strong customer relationships, understanding customer needs, and ensuring a high level of customer satisfaction. (Required)
• Communication Clear and effective communication skills to convey instructions, provide feedback, and collaborate with team members and other departments. (Required)
• Multitasking Ability to manage multiple tasks simultaneously, ensuring effective time 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: $79,800 - $103,800

National Base Pay Range: $67,800 - $91,800

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.

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.

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, Puerto Rico Tax-Deferred Savings Plan, employee stock grants, employee stock purchase plan, vacation and sick time and up to 12 paid holidays, paid parental and family leave, family building benefits, back-up care, enhanced family support, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, and voluntary life insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts.

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!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com">ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.