Manager, LER Emergency Response Center

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!

At T-Mobile, we strongly encourage everyone, including people of color, veterans, military spouses, individuals with disabilities, lesbian, gay, bisexual, transgender, queer and non-binary people, and parents to apply. We are an equal opportunity employer and welcome everyone to our team. 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.

T-Mobile has consistently been recognized as a Best Place to Work thanks to our crew of diverse, multi-talented self-starters who are ready to go go go… And T-Mobile is recognized as a best place to work for LGBTQ employees by the Human Rights Campaign Corporate Equality Index five years in a row. A designated Military Friendly Employer by Military Friendly for eleven years running. And with a 100% score on the Disability Equality Index, our diversity across gender, race and ideas drives us forward.

LER Emergency Response Center provides 24 x 7 phone support to Law Enforcement Agencies (LEA) and Public Safety Answering Point (PSAP) requestors. The shift for this position is Tuesday -Saturday 2:00 pm – 10:30 pm CST. The Manager, LER Emergency Response Center motivates and inspires their team of Specialists and Sr Specialists. As leaders, Managers demonstrate strong interpersonal, time management, and multi-tasking skills. They are 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. They have the ability to quickly adapt to change and model a positive, can-do attitude of service. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results. With the support of the LER leadership team, manager makes decisions on hiring, firing, and promotions.

What you’ll do in your role.

• Plans, assigns, coordinates and directs the activities of professional and technical personnel involved in resolving and responding to complex emergency, court order compliance and legal issues presented to the Law Enforcement Relations Team
• Maintains staff by recruiting, selecting, orienting, and training employees: maintaining a legal work environment; developing employees and providing personal growth opportunities.
• Creates, reviews and evaluates Key Performance Indicators for the team to ensure quality and efficient services are provided in compliance with the law and company policy.  Provide reports on status and trends to the LER Management team.
• Manages escalated issues via phone, mail, email and in person.  This includes work with law enforcement, attorneys, government officials and business partners.  Information and situations shared by callers or gathered in production deal with crimes and their aftermath so they may be disturbing.  Assists in the development, implementation and modification of department policy and procedure through management of internal LER projects involving quality, efficiency and productivity.
• 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.
• Acts 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.
• Also responsible for other Duties/Projects as assigned by business management as needed.

The experience you’ll bring.

• 4-7 years Law enforcement, legal, compliance or customer experience
• 2-4 years Supervisor or leadership experience
• Knowledge of the relevant law enforcement relations related laws and regulations (including but not limited to CALEA, ECPA, and CPNI) and an aptitude for their application.
• Knowledge of mobile and other technology subjects and an aptitude for their application, or equivalent experience
• Ability to effectively manage time, prioritize work, multi-task across many assignments with some direction.
• Willing and able to apply for and receive DOJ Secret or Top-Secret Security Clearance
• Excellent oral and written communication skills with the ability to effectively communicate technical information to a non-technical audience.
• Microsoft Office
• Organization, attention to detail, Confidentiality, Strong Communication.
• ‘Bachelors Degree preferred.