Manager, Government Business Care

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The Manager, Government Business Care leads a frontline customer support group responsible for delivering differentiated service outcomes for Government customers and aligned sales partners. 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 judgment-based decisions, and ensures performance, quality, and experience standards are achieved through others while navigating complex customer needs and cross-functional dependencies.

• Own performance outcomes for assigned Government customers, including resolution, efficiency, quality, and customer satisfaction. Balance customer expectations, sales requests, and operational capacity through effective prioritization to ensure consistent delivery. Serve as the final escalation point for complex or sensitive customer and seller issues, applying sound judgment in high-impact situations. Use business and P&L concepts to inform decisions and manage trade-offs that protect long-term account health.
• Directly manage frontline Experts and Lead (IC) roles with 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 enable frontline execution while maintaining clear boundaries around people leadership responsibilities.
• Establish operating standards and prioritization frameworks for project-based, non-linear, and relationship-driven work. Ensure a consistent employee and customer experience across work types and shifts by reinforcing expectations and addressing execution gaps. Use recognition and engagement strategies to drive performance, accountability, and retention.
• Partner closely with Sales, and other internal support teams serving the same customer base to ensure aligned execution and continuity of experience. Communicate priorities, expectations, and changes clearly and consistently to frontline teams. Represent Government support needs, risks, and insights in cross-functional discussions to remove barriers and protect customer outcomes.

• High School Diploma/GED (Required)
• Bachelor’s Degree Equivalent work experience (Preferred)
• 2-4 years Relevant customer service experience (Required)
• 1+ years of experience leading teams in a customer service or contact center environment (Required)
• 1+ years 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)

• 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)
• Change Leadership Advanced change leadership skills (Required)
• Windows Demonstrated competency in a Windows-based environment, keyboarding and internet skills (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)
• MS Office Suite Demonstrated competency in a…