Sr Manager, Wholesale Operations

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The Wholesale business unit is responsible for using T-Mobile's network for MVNO (Mobile Virtual Network Operators), IoT (Internet of Things), and M2M (Machine to Machine) Partners to increase net contribution to T-Mobile. This position is part of the Wholesale Operations Team and is responsible for the efficiency and cost effectiveness of the support model for our established Wholesale partnerships. In this position, the Senior Manager will lead and coach a team of Operations Managers responsible for the day-to-day management of established accounts. The role requires handling day to day priorities of individual contributors and resolving partners escalation. The scope of this position includes regular executive leadership status on SOX controls, Usage, Fraud and Business Reconcillatio., The Senior Manager will also ensure that contract terms and agreed upon processes are completed appropriately. The Senior Manager is the primary liaison for Wholesale product/project teams and for internal operational centers (Mediations, Engineering, Fraud, Business Assurance, etc.) in the implementation of new and/or enhanced functionality for the partners ensuring proper communication and readiness. The Senior Manager plays a key role in advocating for Wholesale Partners across the enterprise. By professionally leading the support organizations, the Senior Manager brings our line of business closer to our mission of being the network operator of choice.

This position can be in either of our HQ locations - Bellevue WA or Overland Park KS. This is a hybrid role with expectations to be in office at least 3 days a week.

Responsibilities

• Monitor and report Wholesale operational performance as it relates to service objectives for our customers and T-Mobile strategy.  

• Exercises approval authority and fFocuses a team to common goals.

• Lead, develop and coach a team responsible for specific functions and metrics related to day to day execution including but not limited to: contract terms, reconciliation, fraud, missing usage or usage spikes, and SOX controls

• Work cross-functionally with T-Mobile’s supporting departments and champion the resolution of day-to-day operational issues, as well as develop and deliver on long term roadmap planning.  

• Work with T-Mobile’s legal, Business Development, and other partners to ensure compliance and support of Wholesale Agreements

• Monitor and ensure the availability of operational capacity (systems, process, people, and network) to meet the needs of the line of business

• Also responsible for other Duties/Projects as assigned by business management as needed.

Knowledge, Skills, and Abilities

• Understanding of IT systems and operations, including billing, mediations, and middleware

• Communicate and build strong relationships across many lines of business. Must be comfortable communicating with individuals at all levels of the organization and in the partner’s organization.

• Strong desire and consistent record to coach, mentor and motivate all levels of staff as well as strong leadership and inter-personal skills

• Must have experience driving technical solution and implementation of product and services

• Proficiency in developing and implementing KPIs, OKRs, and other metrics management models.  Must have experience in developing and driving adherence to KPIs and/or Service levels.

• Excellent problem solving and analytical skills

• Proactive in finding opportunities for improvement and developing recommendations

Qualifications

• Bachelors degree; Advanced degree preferred

• 7 years of related operational experience

• 5 years of mentoring and coaching as well as recruiting and retaining hardworking individuals.

• 5 years of Cross-functional experience influencing diverse groups to support customers.

• 5 years of supporting systems, networks, product and/or large accounts.

• 3 years of leading Operations, Process improvement and/or Project implementation experience. Experience supporting Wholesale, MVNO, IoT, or M2M partners preferred

• At least 18 years of age

• Legally authorized to work in the United States

Base Pay