Director, Customer Care

Job Overview T-Mobile is in pursuit of exceptional talent to join our executive team. We’re committed to excellence and innovation, and we are looking for a leader who can steer our company towards new heights of success. In this pivotal role, you will lead strategic initiatives and inspire a talented team. The ideal candidate will have a proven record of navigating complex challenges and capitalizing on emerging opportunities, shaping and executing organizational strategy to drive continued growth and market leadership. Job Responsibilities Provide leadership, vision, and direction for Customer Care teams while supporting operational partners (Facilities, IT, Training, etc.). Develop and drive strategies for exceptional customer service, support, and sales. Manage metric performance to ensure profitability of each assigned customer group and overall metrics and goals. Ensure employees apply knowledge and skills effectively, communicating best practices and system tactics. Work closely internally and externally to address customer pain points and facilitate communication strategies. Resolve operational and interdepartmental problems quickly and effectively. Build solid relationships within the Customer Experience Center and the community. Support employees’ lifecycle events. Recruit, retain, hire, train, develop, and create growth opportunities for employees. Provide meaningful career development and inspire trust across the organization. Manage the CEC budget and expenses to ensure cost‑effective operations. Education and Work Experience Bachelor’s Degree in Business Management (Preferred) Master’s or Advanced Degree (Preferred) 4-7 years of multi‑unit leadership/management experience, preferably in Customer Experience (Required) Knowledge, Skills, and Abilities Ability to complete cost/benefit analysis (Required) Empowering change across multiple teams (Required) Experience managing multi‑level staff and front‑line employees (Required) Strong industry knowledge of customer satisfaction drivers (Required) Lead change and process improvements in a dynamic environment (Required) Build strong teams and cultivate teamwork (Required) Create and lead an inclusive workforce (Required) Strong oral and written communication skills (Required) Organizational awareness and commitment to developing people (Required) Effective coaching and conflict resolution skills (Required) Manage multiple priorities (Required) Strong work ethic, accountability, integrity, and urgency (Required) Results oriented (Required) Strong analytical and logical skills (Required) Licenses and Certifications At least 18 years of age Legally authorized to work in the United States Travel Travel Required: Yes DOT Regulated DOT Regulated Position: No Safety Sensitive Position No Compensation Base Pay Range: $151,900 - $205,500. Corporate Bonus Target: 25%. Benefits T-Mobile offers a comprehensive benefits package that includes medical, dental, and vision insurance, a flexible spending account, 401(k), employee stock grants and purchase plan, paid time off and holidays, paid parental and family leave, tuition assistance, and more. Eligible employees can also receive mobile service and home internet discounts, pet insurance, and commuter and transit program discounts. Learn more at Equal Opportunity Employer Statement T-Mobile USA, Inc. is an Equal Opportunity Employer. All employment decisions are made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, disability, or any other protected characteristic. Discrimination, retaliation, or harassment is not tolerated. If you need reasonable accommodation during the application process, please contact View email address on click.appcast.io. #J-18808-Ljbffr