Manager, LER Case Management

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 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!

*This position is required to work on site at least 3 days a week. It is not available for remote opportunity.*

The Manager LER Case Management leads a team of Legal & Emergency Response Specialists and Sr. Specialists who respond to legal demands for customer information. Provides guidance to and effectively manages personnel involved in complex subpoena court order compliance and legal issues. Responsible for the development performance management and workforce management (including hours allocation overtime budget responsibility and scheduling) of team and regularly reports on team performance productivity efficiency and quality. With support from the LER leadership team manager makes decisions on hiring firing promotions and performance management. The incumbent manages escalated issues via phone mail email and in person. This includes work with law enforcement attorneys government officials and business partners. Leads projects with impact on the entire LER team and T-Mobiles legal obligations. This role may require occasional duties as a Custodian of Records for T-Mobile providing foundational witness testimony concerning customer records company policy and telecommunications technology.

What youll do in your role.

• Maintains awareness of industry standards trends and best practices in order to strengthen organizational and technical knowledge and application to the standards and processes for the team. Provide guidance to and effectively develop and manage personnel involved in complex subpoena court order compliance and legal issues.
• Analyze productivity reports and team procedures practices and processes on a regular basis for use as basis for recommendations to improve team efficiency and effectiveness and increase customer and employee satisfaction; create and implement action plans to achieve objectives.
• Manages escalated issues via phone mail email and in person. This includes work with law enforcement attorneys government officials and business partners.
• Assists in the development implementation and modification of department policy and procedure through management of internal LER projects involving quality efficiency and productivity.
• Maintains staff by recruiting selecting orienting and training employees; maintaining a legal work environment; developing employees and providing personal growth opportunities.
• Act as a representative of T-Mobile in dealings with the legal community including but not limited to acting as a Custodian of Records as necessary in courts throughout the U.S. its territories and other areas where company services are utilized while also leading a team of subordinate records custodians.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Required Education and Experience:

• Bachelors 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)
• Analytical Thinking
• Decision Making
• Development Coaching
• Law Enforcement
• Leadership
• Legal Compliance
• Performance Management
• Problem Solving
• Project Management
• Risk Management

Preferred Experience:

• 4-7 years Law enforcement legal compliance or customer service experience.
• 2-4 years Supervisory or leadership experience
• This role requires you to be a US Citizen.
• Knowledge of CALEA ECPA CPNI and other LER related laws and regulations.
• Must be willing and able to apply for and receive DOJ Top Secret Security Clearance.
• Prior experience dealing with Law Enforcement Agencies the courts and/or attorneys
• Preferred proficiency in T-Mobile systems required to fulfill legal demands served on the Company for customer information.
• Preferred knowledge of T-Mobile systems used for Customer Care Fraud Management and/or Engineering.

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

T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

Total Target Cash Earnings Opportunity: $107985 - $194695

National Base Pay Range: $93900 - $169300

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 candidates 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. To find the pay range for this role based on hiring location T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

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 dont 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-Mobiles amazing benefits check out .

Never stop growing! As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre 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 or calling 1-. 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.

Required Experience:

Manager

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