Be unstoppable with us! T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!
At T-Mobile, we strongly encourage everyone, including people of color, veterans, military spouses, individuals with disabilities, lesbian, gay, bisexual, transgender, queer and non-binary people, and parents to apply. We are an equal opportunity employer and welcome everyone to our team. 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 ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. 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.
T-Mobile has consistently been recognized as a Best Place to Work thanks to our crew of diverse, multi-talented self-starters who are ready to go go go… And T-Mobile is recognized as a best place to work for LGBTQ employees by the Human Rights Campaign Corporate Equality Index five years in a row. A designated Military Friendly Employer by Military Friendly for eleven years running. And with a 100% score on the Disability Equality Index, our diversity across gender, race and ideas drives us forward.
The Manager, LER Case Management leads a team of Legal & Emergency Response Specialists and Sr. Specialists who respond to legal demands for customer information. Provides guidance to and effectively manages personnel involved in complex subpoena, court order compliance and legal issues. Responsible for the development, performance management and workforce management (including hours allocation, overtime budget responsibility and scheduling) of team and regularly reports on team performance, productivity, efficiency and quality. With support from the LER leadership team, manager makes decisions on hiring, firing, promotions and performance management. The incumbent manages escalated issues via phone, mail, email and in person. This includes work with law enforcement, attorneys, government officials and business partners. Leads projects with impact on the entire LER team and T-Mobile’s legal obligations. This role may require occasional duties as a Custodian of Records for T-Mobile, providing foundational witness testimony concerning customer records, company policy and telecommunications technology.
What you’ll do in your role.
Maintains awareness of industry standards, trends, and best practices in order to strengthen organizational and technical knowledge and application to the standards and processes for the team. Provide guidance to and effectively develop and manage personnel involved in complex subpoena, court order compliance and legal issues.
Analyze productivity reports and team procedures, practices, and processes on a regular basis for use as basis for recommendations to improve team efficiency and effectiveness and increase customer and employee satisfaction; create and implement action plans to achieve objectives.
Manages escalated issues via phone, mail, email and in person. This includes work with law enforcement, attorneys, government officials and business partners.
Assists in the development, implementation and modification of department policy and procedure through management of internal LER projects involving quality, efficiency, and productivity.
Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a, legal work environment; developing employees and providing personal growth opportunities.
Act as a representative of T-Mobile in dealings with the legal community including but not limited to acting as a Custodian of Records as necessary in courts throughout the U.S., its territories, and other areas where company services are utilized while also leading a team of subordinate records custodians.
Also responsible for other Duties/Projects as assigned by business management as needed.
The experience you’ll bring.
4-7 years Law enforcement, legal, compliance or customer service experience.
2-4 years Supervisory or leadership experience
This role requires you to be a US Citizen and T-Mobile will not sponsor a work visa.
Knowledge of CALEA, ECPA, CPNI and other LER related laws and regulations.
Must be willing and able to apply for and receive DOJ Top Secret Security Clearance.
Prior experience dealing with Law Enforcement Agencies, the courts and/or attorneys
Preferred proficiency in T-Mobile systems required to fulfill legal demands served on the Company for customer information.
Preferred knowledge of T-Mobile systems used for Customer Care, Fraud Management and/or Engineering.
The Un-carrier formula is so simple. Love customers. Listen to them. And change the industry to make it better for them. Easy to say, but apparently hard to do, especially if you judge the actions of our competitors. We’re inspired to keep going because of this secret: Customers NOTICE when you put them first. There’s no other explanation for 1.2 million new postpaid account net adds in the last year alone — the highest number reported by any company. 2021 was our best growth year EVER, with 5.5 million new postpaid lines added. This was the most customer growth we’ve EVER delivered and also the most in the wireless industry.We do it with the most capable, empathetic, customer-loving team in the wireless industry. Across Retail, Care, Engineering and more, Team Magenta is the heart, soul, face and voice of this company. T-Mobile thrives because of them. And we’re continuing to grow this team of customer-obsessed heroes. We hired thousands of employees in 2021 and will keep bringing in more diverse talent whose various backgrounds, skillsets and experiences will continue to drive our business.