Hire to Retire Ops Manager

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. That’s how we’re UNSTOPPABLE for our employees! *This position is required to work on site 3 days a week at our Overland Park, KS office. It is not available for remote opportunity.* Job Overview The MSC- Hire to Retire Ops Manager is a senior individual contributor role within T-Mobile's Magenta Service Center that provides expert-level program leadership, operational oversight, and strategic advisory support across the HTR (Hire to Retire) Employee Commission and Incentives functions for the Customer Care channel. This role drives program integrity, compliance, and continuous improvement without direct people management responsibilities, serving as a trusted subject matter expert and functional authority for the HTR team and its cross-functional partners. The MSC HTR Ops Manager leads complex program development and lifecycle management, manages intake processes and conducts operational assessments, manages vendor relationships, administers the team's ticketing and case management systems, and represents the HTR function in enterprise initiatives. By combining deep operational expertise with strong stakeholder partnership and a strategic perspective, this role ensures the reliability, scalability, and compliance of HR service delivery across the employee lifecycle. Their work directly enables organizational and people strategy by advancing operational excellence and fostering a high-quality employee and manager experience. Job Responsibilities : Leads the development, implementation, and ongoing lifecycle management of complex HR operational programs within the assigned HTR function — which may include payroll processing, commission validation, leave and accommodation administration, HR data management, or employee and manager inquiry resolution — applying sophisticated subject matter expertise to ensure programs are compliant, effective, and aligned with organizational objectives. Serves as a functional authority and primary escalation point for complex, sensitive, or high-risk operational matters, interpreting HR policy, employment law, and regulatory requirements to deliver authoritative guidance and well-reasoned determinations that balance employee needs, legal obligations, and organizational risk. Conducts operational assessments to identify risks, gaps, and systemic issues within the assigned function, develops data-driven recommendations, and leads the design and implementation of process improvements and controls that enhance compliance, efficiency, and scalability. Represents the HTR function in enterprise initiatives such as system implementations, organizational changes, and compensation programs, serving as a subject matter expert who evaluates configurations, validates data, performs testing, and ensures operational requirements are reflected in project outcomes. Builds and sustains trusted partnerships with cross-functional stakeholders including Legal, Finance, HR Centers of Excellence, and senior business leaders to align program strategy, resolve complex escalations, coordinate workstreams, and advance shared organizational goals. Develops and delivers training, communications, and standard operating procedures for HR teams, managers, and operational partners to advance functional knowledge, support program adoption, and maintain consistent and compliant service delivery (Required) Education and Work Experience : Bachelor's Degree or combination of education and experience deemed equivalent. 5-7 years of progressive experience in HR operations, program management, or a related field, with demonstrated expertise in one or more HTR functions (Required) Knowledge, Skills and Abilities : HR Operations & Systems: Advanced knowledge of HR processes and systems such as Workday, ADP Vantage, Varicent, Kronos, or case management platforms, with the ability to serve as a functional authority, evaluate system configurations, and guide resolution of complex operational issues. Subject Matter Expertise: Deep expertise in one or more HTR functions including applicable laws, regulations, and company policy, with the ability to interpret complex situations, provide authoritative guidance, and represent the function in enterprise programs and initiatives. Program Management: Demonstrated ability to lead complex program development, implementation, and lifecycle management across multiple workstreams, ensuring alignment with organizational objectives and sustained program effectiveness. Data Analysis: Advanced proficiency in analyzing operational data, compliance metrics, and audit results to identify trends, assess organizational risk, and develop actionable recommendations that drive program and process improvement Problem Solving: Demonstrated ability to independently evaluate complex, ambiguous, or sensitive situations, synthesize information, conduct root cause analysis, and develop well-reasoned solutions with broad operational or organizational impact. Communication: Exceptional verbal and written communication skills including the ability to translate complex HR, regulatory, and operational concepts for varied audiences, deliver effective training and presentations, and influence decisions at a senior level. Stakeholder Management: Ability to build and sustain trusted working relationships with cross-functional partners and senior business leaders, aligning priorities, coordinating workstreams, and serving as a credible advisor across organizational levels. Compliance and Accountability: Comprehensive understanding of employment law, HR regulatory requirements, and internal governance standards, with demonstrated accountability for program-level compliance and the ability to lead compliance initiatives and audits. Process Improvement: Proven experience leading process improvement and optimization efforts including operational assessment, workflow redesign, controls development, and change management, using structured methodologies such as LEAN or Six Sigma. Change Management: Ability to assess organizational impact, develop change management plans, and communicate program changes effectively to ensure successful adoption across HR and business teams. Microsoft Excel: Advanced proficiency in Excel including complex formulas, pivot tables, and data modeling for operational reporting, compliance monitoring, and decision support. Customer Focus: Committed to delivering a high-quality employee and manager experience, balancing operational rigor and compliance with a service-oriented approach that reflects T-Mobile's values. Emotional Intelligence: Applies emotional intelligence when navigating sensitive or complex HR matters and building trust with employees, managers, and cross-functional partners at all levels of the organization. Work Independently: Operates with a high degree of autonomy, self-direction, and ownership, consistently delivering quality program and operational outcomes with minimal supervision in a complex environment. Licenses and Certifications : (Preferred) Project Management Professional (PMP) Professional in Human Resources (PHR) Sr Professional in Human Resources (SPHR) Certified Payroll Specialist (CPP) Lean Six Sigma Certification At least 18 years of age Legally authorized to work in the United States Travel : Travel Required (Yes/No): No DOT Regulated : DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No Overland Park, KS Base Compensation Range: $81,900- $110,900 Base Pay Range: $75,300 - $135,800 Corporate Bonus Target: 15% The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s 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 employee’s 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, At 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 don't 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-Mobile’s amazing benefits, check out . Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re 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 1-844-873-9500. 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.