Director, Customer Care

Job Overview

This is a strategic leadership position that inspires a strong culture and results. The Director, Customer Care job aligns to all Customer Care employees, processes, and activities to ensure the delivery of Exceptional Service. Managing a large team, this position is responsible to staff, instruct, schedule, lead, model, motivate, budget, forecast, coach, develop, analyze, and organize to ensure we are exceeding expectations of our customers, employees, and owners. This position is responsible to ensure all employees are committed to delivering flawless execution of T-Mobile's Un-carrier Mission, Vision, Values, and Initiatives.

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.
• Highlight the role's focus on Care People management alongside coordinating site responsibilities, emphasizing the site directors' role in navigating and executing various operational needs, including facilities, training, safety, and partnerships.
• Management of metric performance to ensure profitability of each assigned customer group and overall metrics and goals. Review and deliver of monthly/quarterly trending reports to regional leadership.
• Ensure that employees are applying their knowledge and skills on the job, in the right way, and achieving the desired results. Communicating and educating employees on metrics, best practices, and systems/customer experience tactics.
• Work closely internally and externally to ensure that customer pain points are recognized and addressed and facilitating an ongoing communication strategy.
• Resolving operational and interdepartmental problems quickly and effectively.
• Building solid productive relationships within and outside the Customer Experience Center - community engagement and brand ambassadors for the community.
• Supporting employees’ lifecycle events - ER, LOA, etc.
• Creating and sustaining an exceptional work environment by recruiting, retaining, hiring, training, developing, and ensuring ongoing growth opportunities for employees.
• Providing meaningful career and professional development for all leadership levels. Developing leaders for broader responsibilities, inspiring and building trust across the organization.
• CEC budget and expense management to ensure cost-effective operations.

Job Requirements

Education and Work Experience:

• Bachelor's Degree in Business Management (Preferred)
• Master's/Advanced Degree (Preferred)
• 4-7 years Multi-unit leadership/management experience (Preferably in Customer Experience).

Knowledge, Skills and Abilities

• Ability to complete cost / benefit analysis (Required)
• Ability to effectively impact change across multiple teams (Required)
• Experience managing multi-level staff, leadership, and front-line employees (Required)
• Strong industry knowledge of customer satisfaction drivers (Required)
• Able to lead change and process improvements in a dynamic environment (Required)
• Ability to build strong teams and cultivate teamwork (Required)
• Values inclusion and has ability to create and lead an inclusive workforce (Required)
• Communication: Strong oral and written communication skills (Required)
• Organization: Keen organizational awareness and commitment to developing people (Required)
• Coaching: Effective Coaching and conflict resolution skills (Required)
• Ability to manage multiple priorities. (Required)
• Strong work ethic, commitment, sense of accountability, integrity, and urgency (Required)
• Results-oriented (Required)
• Strong analytical and logic skills (Required)

Licenses and Certifications

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

Travel

Yes

DOT Regulated

No

Safety Sensitive Position

No