Manager - Social Media Services

As America'™s Un-carrier, T-Mobile US, Inc. (NYSE: 'Å“TMUS') is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company'™s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.

Manager - Social Media Services Develop Sr. Social Media and Social Media specialists to inspire brand ambassadors who 'own' the customer experience; gain their commitment for the flawless execution of 'T-Mobile's and T-Force's Vision, Strategy, Values and Initiatives.

• Ensure that employees obtain the appropriate training and support to apply their knowledge and skills on the job, in the desired way, and achieve the desired results.
• Provide consistent feedback on performance, manage professional development, and guide completion of team deliverables generated by daily work, projects, and annual goals.
• Meet and exceed all of the evaluative and diagnostic measurements including Quality and Customer Satisfaction goals.
• Achieve and maintain a high level of knowledge of the competitive marketplace, the ever changing social media landscape, and the changing wireless environment.
• Identify technology improvements for productivity/service improvements.
• Resolve operational and interdepartmental problems quickly.
• Provide ongoing and frequent communication of business strategies and results to direct and indirect employees.
• Build solid productive relationships within Team and all cross functional partners.
• Provide timely feedback to Leadership on customer trends, issues and needs.
• Develop and manage social support workflow and operations across multiple channels and tools.
• Partner with Sr. Manager to develop social media services strategies with defined measures of success, and oversee execution of the tactics behind those strategies.
• Partner with Sr. Manager to ensure that as enterprise wide initiatives come to life, that team of Social Media Specialist is well trained and equipped to handle all inquiries on branded social properties
• Communicate team goals, accomplishments, and impacts to cross-functional business partners and senior leadership as needed.
• Function as point of contact for cross-functional business partners, stakeholders, and leadership; handle escalations and expedited requests as appropriate.
• Back up Sr. Manager as needed.

Desired Qualifications / Skills / Experience:

• Social Media experience (marketing or customer service)
• Strategic thinker with proven ability to deliver results
• Strong leadership, employee development, and people skills
• Ability to manage, lead, and develop direct reports across multiple functions and remote locations
• Ability to prioritize and deliver on multiple threads of work
• Expertise with Business Process, Methods and Procedures, content management practices, or Social Media Operations
• Demonstrated excellent analytical skills with critical thinking skills
• Familiar with continuous improvement strategies, process, and procedures
• Ability to identify and propose alternative solutions regarding obstacles, resources, and other operating issues
• Ability to build strong cross-functional relationships including those with senior level executives
• Ability to determine and secure the resources and materials needed to perform the work of the unit