Retire Ops Manager

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. That’s how we’re UNSTOPPABLE for our employees!

This position is required to work on site 3 days a week at our Overland Park, KS office. It is not available for remote opportunity.

The MSC
- Hire to Retire Ops Manager is a senior individual contributor role within T-Mobile's Magenta Service Center that provides expert-level program leadership, operational oversight, and strategic advisory support across the HTR (Hire to Retire) Employee Commission and Incentives functions for the Customer Care channel. This role drives program integrity, compliance, and continuous improvement without direct people management responsibilities, serving as a trusted subject matter expert and functional authority for the HTR team and its cross-functional partners.

The MSC HTR Ops Manager leads complex program development and lifecycle management, manages intake processes and conducts operational assessments, manages vendor relationships, administers the team's ticketing and case management systems, and represents the HTR function in enterprise initiatives. By combining deep operational expertise with strong stakeholder partnership and a strategic perspective, this role ensures the reliability, scalability, and compliance of HR service delivery across the employee lifecycle.

Their work directly enables organizational and people strategy by advancing operational excellence and fostering a high-quality employee and manager experience.

• Leads the development, implementation, and ongoing lifecycle management of complex HR operational programs within the assigned HTR function — which may include payroll processing, commission validation, leave and accommodation administration, HR data management, or employee and manager inquiry resolution — applying sophisticated subject matter expertise to ensure programs are compliant, effective, and aligned with organizational objectives.
• Serves as a functional authority and primary escalation point for complex, sensitive, or high‑risk operational matters, interpreting HR policy, employment law, and regulatory requirements to deliver authoritative guidance and well‑reasoned determinations that balance employee needs, legal obligations, and organizational risk.
• Conducts operational assessments to identify risks, gaps, and systemic issues within the assigned function, develops data‑driven recommendations, and leads the design and implementation of process improvements and controls that enhance compliance, efficiency, and scalability.
• Represents the HTR function in enterprise initiatives such as system implementations, organizational changes, and compensation programs, serving as a subject matter expert who evaluates configurations, validates data, performs testing, and ensures operational requirements are reflected in project outcomes.
• Builds and sustains trusted partnerships with cross‑functional stakeholders including Legal, Finance, HR Centers of Excellence, and senior business leaders to align program strategy, resolve complex escalations, coordinate work streams, and advance shared organizational goals.
• Develops and delivers training, communications, and standard operating procedures for HR teams, managers, and operational partners to advance functional knowledge, support program adoption, and maintain consistent and compliant service delivery.