Manager, LER Case Management

Location: Overland Park, Kansas

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 at least 3 days a week. It is not available for remote opportunity.*

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.