Vendor and Performance Management Manager

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!

Reporting to the Manager, Vendor and Performance Management, the Vendor and Performance Management Manager is responsible for supporting the management of relationships between the Service Management Office (SMO) team and various stakeholders and communicating BPO vendor performance and Magenta Services Center (MSC) performance. This role assists with the implementation of new areas within the Finance, Procurement & Supply Chain (FP&SC) Magenta Services group to assist with process improvement and to achieve industry best practices.

Job Responsibilities:

• Evaluates and improves the performance of the MSC. This role identifies key metrics to track, evaluate service effectiveness, recommends process improvements and provides management with performance data to aid in decision making.
• Partners with the BPO providers that provide support to the internal business partner teams and will be aligned to a function accordingly. This includes relationship management, governance, contract compliance and service delivery.
• Provide necessary support on key business projects and initiatives and key business functions.
  
  
  

In this role the Manager will seek out opportunities for operational improvement and provides compelling business cases for change with proven cost savings or efficiencies, and will recommend, establish, implement and enforce policies and procedures that lead to excellent customer service.

• Responsible for process governance, operations workflow and data integrity oversight and feedback.
• Develop comprehensive scorecard to track performance on existing services/processes within the MSC. Monitor performance of the MSC against internal and external benchmarks and analyze performance data to identify trends, areas of underperformance, and opportunities for process improvement.
• Oversees business data analysis to investigate trends and patterns, apply statistical models and technical and formulate insights.
  
  
  

Responsible day-to-day governance and system data integrity through audit review and trend reporting.

• Responsible for day-to-day governance between the business partner team and BPO provider. This includes management of relationships, performance, established best practices, meetings, escalations, contract and compliance.
• Accountable for managing contractual deliverables and other business requirements performed by the BPO provider. Manage the day-to-day performance of the BPO provider and ensure that it is in alignment with the expectations of the business.
• Responsible for performing system testing when there is a project that dictates a system change to ensure effective operation/ integration. Communicates system issues with stakeholders.
  
  
  

Review, refine, and optimize service management processes and procedures, including service request/delivery management, incident management, problem management, change management and business continuity to enhance efficiency and effectiveness.

Oversee initiatives across the MSC organization and ensure efficient operations and alignment with organizational goals and assessing the impact of upstream and downstream initiatives to the MSC organization.

Also responsible for other Duties/Projects as assigned by business management as needed, including:

• Manage and execute all Change Requests and other contractional documents to ensure they are clear, well documented and follow the established approval processes
  
  
  

Education:

• Bachelor's Degree - Business, Information Systems, or similar degree (Required)
  
  
  

Work Experience:

• 2-4 years Experience managing Business Requirements, Project Plans, Project Schedules and associated project materials.
• 2-4 years Experience with process redesign methods (such as business process re-engineering, Six Sigma or total quality management).
• 2-4 years Experience in Finance, Accounting, Business Analysis and/or Reporting Analysis role.
• 2-4 years Experience in interpreting data flow and system architecture diagrams.
• 2-4 years Experience in business analysis, service management, or relationship management role
• 2-4 years Experience of evaluating Vendor Performance.
  
  
  

Knowledge, Skills and Abilities:

• Systems/Process Improvement (Required)
• Strategic Thinking / Analytical kills (Required)
• Problem Solving (Required)
• Project Management (Required)
• Communication (Required)
• Financial Analyst/ Budget Management (Required)
• Vendor Management (Required)
• Contract Management (Required)
• At least 18 years of age
• Legally authorized to work in the United States
  
  
  

Travel:

Travel Required (Yes/No):Yes

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 [email protected] 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.