Universal Escalations Case Manager specializing in customer issue resolution at HP. Owning complaints end - to - end and ensuring customer satisfaction with expert knowledge.
About the role
- Manager, Service Delivery leading B2B service deliveries ensuring consistent performance at T-Mobile. Mentoring teams and coordinating cross-functionally for high-quality service delivery.
Responsibilities
- Leads a team of Service Delivery Specialists to execute standardized B2B service deliveries
- Monitors execution health proactively and intervenes to prevent delivery drift or compliance risks
- Balances customer experience, throughput demands, and compliance requirements
- Coordinates cross-functionally to resolve delivery blockers
- Implements operational rigor and continuous improvement initiatives
- Supports compliance with defined operational frameworks and company policies
- Develops and mentors team members through strong people leadership
Requirements
- Bachelor's Degree in Business Administration, Information Technology, or Related Field (Required)
- Master's/Advanced Degree in Business Administration, Information Technology, or Related Field (Preferred)
- 4-7 years managing service delivery teams in a B2B environment (Required)
- 2-4 years leading cross-functional coordination to resolve delivery blockers (Required)
- 4-7 years implementing process improvements and monitoring execution health (Required)
- Knowledge of standardized B2B service delivery models and methodologies (Required)
- Ability to build, inspire, and manage high-performing teams (Required)
- Skill in coordinating with internal and external stakeholders (Required)
- Experience in monitoring execution health (Required)
- Ability to proactively identify, analyze, and intervene in delivery drift (Required)
- Knowledge of Lean and continuous improvement techniques (Required)
- Skill in defining and using metrics and scorecards (Required)
- Ability to maintain a customer-focused approach (Required)
- Ability to negotiate and resolve conflicts (Required)
- Knowledge of regulatory and operational compliance requirements (Required)
Benefits
- Medical, dental and vision insurance
- Flexible spending accounts
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- Up to 12 paid holidays
- 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
- Voluntary long-term care insurance
- Mobile service & home internet discounts
- Pet insurance
- Access to commuter and transit programs
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