Supervisor, Market Operations - Full-time / Part-time

MetroPCS provides the freedom and convenience of unlimited, no-annual-contract wireless services on a nationwide 4G network for a flat rate. With MetroPCS, customers get great value and a wide variety of device choices from leading brands. A flagship brand operated by T-Mobile US, Inc. (NYSE: 'œTMUS'), MetroPCS products and services are available online and across the United States through a network of company-owned stores, authorized dealer locations, and leading national retailers.

Oversees the day-to-day customer operations including Billing and Customer Support. Is responsible for training, including scheduling and conducting new hire training classes and continued retail employee training. Is responsible for cash management and maintenance of internal controls in Billing, Customer Support and Retail Stores. Manages month-end store inventories and periodic store reviews and audits. Serves as the local market interface with the Corporate support functions as well as 3rd party vendor support. Is responsible for revenue assurance within the local market.

Manages a team of customer operations reps who handle daily customer escalations, retail store support and indirect team support

Schedules and facilitates training classes as needed for all new retail employees. Classes will include instruction on the HO Billing system, web sites and applications used in stores, as well as service, policies and procedures and any other required ad hoc training. Continuing retail store training and support includes all new services, features, products, policies, procedures and system upgrades

Leads implementation effort for new support, product or retention initiatives or process improvements

Develops, implements, and continues to improve operational procedures to include monitoring and trouble ticket system, alarms, escalation and resolution procedures. Maintains procedures manual

Interfaces with Corporate Support and 3rd party vendor support and ensure proper information flow within the local market. Responds to any questions or concerns raised as they relate to the local market's customer operations

Assists the Regional Director '' Finance & Operations in the establishment of policies and procedures where applicable to ensure consistent processes are followed in the Market, compliant with SOX, and to provide guidance to the retail locations. Helps establish key performance indicators (KPIs)

Designs and improves end user testing procedures and manages end user testing for all billing system upgrades and new features and services

Manages month-end store inventories and approves inventory reconciliations. Manages store audits and review; ensures controls are adequate. Interfaces with Corporate Treasury to ensure local cash controls are adequate and missing payments minimized

Monitors all billing activity and performs analysis to provide revenue assurance. Performs variable compensation calculations. Supervises audits of employee phone accounts. Provides monthly reporting as appropriate

Bachelor's degree in Business or related field or equivalent related experience/education

5 years' experience in a high growth work environment, preferably in a customer support or billing function; 2 years of supervisory experience preferred