Manager, myHR

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!

Job Overview
The Manager myHR leads a team of 812 myHR Specialists and 12 Senior Specialists in an employee-facing Care environment focused on employee issue resolution and satisfaction. This role oversees daily operations quality assurance escalation management team development and performance management to ensure timely and high-quality support across all employee service channels. The Manager partners cross-functionally with HR Operations HR Business Partners and other stakeholders to drive process improvement identify AI and automation opportunities and lead system optimization initiatives. Additionally this role serves as a key partner in crisis management including natural disaster employee support and other employee-impacting events ensuring T-Mobile employees receive consistent compassionate and effective assistance.

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

Job Responsibilities:

• Ensures high quality employee issue resolution through rapid response across phone email chat and ticket channels. Responsible for auditing customer interactions for quality and accuracy. Handles escalations and identifies trending issues engaging necessary partners and leaders as needed for collaboration resolution and visibility.

• People management responsibilities include hiring onboarding employee development performance management and compensation review and bonus planning for a team of 812 myHR Specialists and 12 Senior Specialists.

• Proactively and consistently communicates expectations to staff through one-on-ones real-time coaching and feedback trainings team meetings and other avenues for communication and team building.

• Builds manages and reports on team metrics and KPIs as required by the business on a daily weekly monthly and annual basis; benchmarks performance against industry standards and internal targets.

• Identifies AI and automation opportunities and leads process improvement initiatives across employee-facing and back-office systems partnering with technology and HR Operations to drive innovation and efficiency.

• Partners cross-functionally with HR Operations HR Business Partners and process partners on production reviews relationship building team and employee accountability and project work supporting HR organizational initiatives.

• Partners with HR leadership and crisis response teams on natural disaster response and other employee crises ensuring myHR team readiness communication protocols and compassionate employee support during critical events.

• Represents employee experience in organizational initiatives for system and process optimization. Must conceive initiate and execute strategic cross-functional improvements to meet customer demands drive internal process excellence and support HR operational goals.

Education and Work 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)
• 4-7 years Experience as an HR Generalist with an emphasis in employee relations and organizational development. (Required)
• 2-4 years Previous experience in management in a corporate environment. (Required)
• 4-7 years Experience as an HR Business Partner. (Preferred)

Knowledge Skills and Abilities:

Required Skills:

• Attention to Detail & Organization
• Coaching & Performance Management
• Communication & Facilitation
• Confidentiality
• Customer Service & Escalation Management
• HR Analytics Reporting & Dashboards
• HR Case Management & Documentation
• HR Operations & Employee Consultation
• People Leadership & Team Development
• Problem Solving & Operational Excellence
• Project & Cross-functional Program Management
• Service Level Management

Preferred Skills:

• Audit Processes
• HR Policy Development
• Process Design
• Team Building Techniques

Licenses and Certifications:

• Professional in Human Resources (PHR) (Preferred)
• Senior Professional in Human Resources (SPHR) (Preferred)
• Certified Payroll Professional (CPP) (Preferred)

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

Travel:
Travel Required (Yes/No): Yes - minimal (less than 10%)

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $91800 - $165600

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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.

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. Most Corporate employees are eligible for a year-end bonus based on company and/or individual 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. To find the pay range for this role based on hiring location 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 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.