Manager, Social Media Services

Albuquerque, NM

Be unstoppable with us!

T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!

This leadership position supports the T-Mobile brand across owned Social Media channels by aligning Sr. Social Media Specialists, Specialists, processes and activities on a real-time basis. This position is responsible to coach, develop, lead, motivate, and inspire their team of Social Media Specialists to ensure that customers have Un-carrier experiences when being handled via Twitter, Facebook, and other social properties.

This leader is also accountable for representing the Social Customer experience when necessary and will partner with Sr. Managers/Director on execution of vision and strategies.

Responsibilities:

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.

Education: (Preferred)

Work Experience:

2-4 years Related experience.
2-4 years Leadership experience.
2-4 years Experience in communication/social media strategy and delivery.
2-4 years Wireless experience.
Social Media experience (marketing or customer service).

Knowledge, Skills and Abilities:

Leadership (Required)
Cross Functional Relationships (Required)
Microsoft Office (Required)
Communication (Required)
Social Media (Preferred)
Marketing (Preferred)
Customer Service (Preferred)
Employee Development (Preferred)
Management (Preferred)
Content Management (Preferred)
Business Development (Preferred)

Licenses and Certifications:

At least 18 years of age
Legally authorized to work in the United States

Travel: No

DOT Regulated:

DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

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 paid 12 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 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 www.t-mobilebenefits.com. 

Never stop growing!

T-Mobile 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.

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 ApplicantAccommodation@t-mobile.com 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.

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