MSC Service Mgmt Office Manager

MSC – Service Mgmt Office (SMO) Manager

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Job Overview:
The MSC – Service Mgmt Office (SMO) Manager plays a critical role in advancing the performance, integrity, and efficiency of T-Mobile's Magenta Service Center. The SMO Manager is responsible for developing and managing performance metrics, driving issue resolution, enhancing system and data accuracy, and providing advanced reporting and insights that guide strategic decisions. This role regularly partners with internal stakeholders and vendors to ensure alignment and excellence in financial operations and service delivery.

This is a hybrid role (3 days/week in the office) and will be based in Overland Park, KS.

• Manages Performance Metrics & Insights:
  Develops and maintains operational KPIs and SLAs, translating complex data into performance trends and actionable insights across value streams
• Ensures Data Integrity and System Accuracy:
  Oversees data governance and reconciliation efforts in enterprise platforms (ERP, CRM, and billing systems), ensuring data integrity and compliance
• Resolves High-Impact Operational Issues:
  Investigates complex issues affecting service or financial performance and partners cross-functionally to drive timely and sustainable resolutions
• Supports Reporting and Analytics
  
  Activities:
  
  Designs and produces dashboards and reporting packages for internal stakeholders, incorporating detailed variance and root cause analysis
• Contributes to Process Improvements and Projects:
  Identifies and executes process improvements or automation opportunities to enhance operational efficiency and internal controls.
• Maintains Standard Operating Procedures and Documentation:
  Maintains and updates standard operating procedures and provides guidance on best practices across the team
• Collaborates Across Teams:
  Builds strong working relationships with internal partners such as Accounting, Treasury, Sales Ops, Legal, and IT to support seamless OTC execution.

• Bachelor's 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)
• Acceptable areas of study include Business Administration or Finance, Accounting (Preferred)
• 4-7 years Related experience within a financial, shared services or operational setting (Preferred)

• Financial Statement Analysis (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Data Analysis (Required)
• Data Governance (Required)
• Performance Management (PM) (Required)
• Root Cause Identification (Required)
• Service Operations (Required)
• Stakeholder Management (Required)

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

Travel:
Travel Required (No) DOT Regulated:
Not DOT Regulated Safety Sensitive Position (No) Total Target Cash Earnings Opportunity: $92,230 - $166,405 National Base Pay Range: $80,200 - $144,700

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. 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 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.

The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual…