Manager, MSC Program Manager

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The Magenta Services Center is T-Mobile’s multi-tower Shared Services Organization (SSO) spanning HR, Finance, and Accounting operations. This Manager role exists to bring structure, rigor, and operational discipline to how the Magenta Service Center plans, executes, and governs its transformation work, from large-scale functional migrations to internal initiatives that raise the bar on how the team operates.
This is not a project coordinator role. The person who thrives here is an experienced Program and Change Management practitioner who understands how to structure a portfolio, run disciplined demand intake, hold delivery teams to a plan, and bring stakeholders along through structured change. You will partner directly with Sr. Managers and Sr. Directors to formalize how the MSC takes on, tracks, and delivers work across migrations, internal programs, and cross-functional initiatives.
This role is also expected to operate AI-first. The Magenta Services Center transformation requires a Program Management practice that can outpace the scale of work in front of it without proportional headcount growth you will use AI-assisted tools deliberately to accelerate intake triage, draft executive communications, synthesize program status, and surface risk patterns across a growing portfolio. This is not about replacing judgment; it's about reclaiming capacity from manual coordination so it can be reinvested in stakeholder alignment and program governance.

Why this role exists:

The Magenta Services Center is scaling fast. New functions are being onboarded, vendor relationships are expanding, and the business is asking the MSC to do more with greater accountability. The Service Management team needs a practitioner who can formalize the demand pipeline, lead structured migrations and transitions with rigor, drive OCM as an embedded discipline and give leadership clear, reliable visibility into program health. This Manager owns that operating model.

Job Responsibilities:

• Migration & Transition Program Management: Lead end-to-end

  planning, execution, and stage-gate governance of functional migrations into the MSC. Partner with Value Stream Owners, Business Partner Teams, HR, and BPO partners to coordinate readiness, sequencing, knowledge capture, and go-live. Own the migration tracker, escalate risks proactively, and ensure transitions close with signed stage-gate packages and documented lessons learned.

• Demand Management & Portfolio Governance: Design and operate a structured demand intake framework for MSC initiatives. Establish intake criteria, prioritization methodology, and capacity-to-demand alignment. Maintain a live portfolio view that gives leadership clear signal on what is in flight, what is queued, and what is at risk. Drive disciplined prioritization decisions with VSOs and the SMO leadership team.

• Organizational Change Management (OCM): Own the OCM framework and govern its application across all MSC migrations and initiatives. Define the change methodology, set standards for stakeholder impact assessments, readiness planning, and adoption measurement. This Manager provides the model, reviews the outputs, and holds the bar of Change Management activities. Must understand OCM deeply enough to coach, quality-check, and represent the practice to senior stakeholders.

• Program Reporting & Executive Communications: Own the program health reporting cadence for MSC leadership and functional stakeholders. Produce clear, actionable status views across migrations and initiatives. Translate delivery detail into executive-level narrative, surfacing what matters, what is at risk, and what decisions are needed. Drive governance forums and milestone reviews.

• Framework & Tooling Development: Build and maintain the program management playbooks, templates, and governance standards that make MSC delivery repeatable. Identify and close tooling gaps (e.g., ServiceNow, trackers, dashboards). Establish version-controlled artifacts that reduce dependency on individual knowledge and enable future scale.

Education and Work Experience:

• Bachelor's Degree plus 3 years of related work experience
  OR advanced degree with 1 year of related work experience
  OR combination of education and experience deemed equivalent (Required)

• Acceptable areas of study include Business Administration, Finance, Accounting or related field (Preferred)

• Master’s Degree (MBA or equivalent) (Preferred)

• 4-7 years Related experience within a financial, shared services or operational setting (Preferred)

Knowledge, Skills and Abilities:

• Program Management Fluency - Can structure and manage complex, multi-workstream programs from initiation through close. Adapts method to initiative type, waterfall for migrations, Agile for iterative builds. Knows when to escalate and when to problem-solve. (Required)

• Migration & Transition Leadership - Has led functional or operational migrations end-to-end: scoping, knowledge capture, training, go-live readiness, and stabilization. Understands stage-gate governance, not just project milestones. (Required)

• Demand Management - Has designed and operated a formal demand intake and prioritization process, including scoring criteria, governance forums, and capacity-to-demand alignment. Does not manage a to-do list; manages a portfolio. (Required)

• Organizational Change Management - Understands OCM methodology well enough to set the standard, review deliverables, and coach a direct report executing the work. Can assess whether a change plan is rigorous or superficial. Has integrated OCM into program delivery as a governance accountability, not just a communications output. (Required)

• PMI / PMP Methodology - Fluent in PMI standards: charter, WBS, RACI, risk register, change control, and formal closure. Uses the methodology as a delivery discipline, not a documentation exercise. (Required)

• Agile Delivery - Comfortable running Agile ceremonies (sprint planning, retrospectives, backlog grooming) for non-software operational improvement work. Knows when to blend methods.

• Executive Communication - Translates complex program status into clear, concise narratives for VP and C-suite audiences. Builds trust through consistency, not volume. Knows what to surface and what to absorb. (Required)

• Stakeholder Alignment - Navigates competing stakeholder priorities across functions and levels without losing delivery momentum. Comfortable facilitating alignment conversations that others avoid. (Required)

• AI & Tool Fluency - Actively uses AI tools (e.g. Claude, ChatGPT) to accelerate planning, communication drafting, and analysis. Champions AI-enabled efficiency within the team without waiting for formal programs. (Required)

• Independent Execution - Operates without a built team or defined playbook. Resourceful, self-directed, and comfortable building structure in ambiguous environments. (Required)

• Risk & Issue Management - Maintains a live RAID log, distinguishes signal from noise, and escalates with a recommendation — not just an update. (Required)

• ServiceNow / Work Orchestration Tool - Experience using ServiceNow or equivalent platforms to manage intake, track work, and provide portfolio visibility. (Preferred)

Licenses & Certifications:

• PMP (Project Management Professional) - Active certification; must be able to demonstrate application in a prior migration or complex program delivery role (Required)

• PMI-ACP or SAFe / Agile Certification - Demonstrates fluency in Agile methods applied to operational or transformation contexts (Preferred)

• Prosci ADKAR or equivalent OCM Certification - Preferred for candidates whose OCM experience is embedded in program delivery rather than standalone change projects (Preferred)

• ITIL Foundation (v3 or v4) - Demonstrates service management literacy, relevant given the MSC’s operating model and ServiceNow roadmap (Preferred)

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

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

Base Pay Range: $97,000 - $175,000

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ362310¶dox=1

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 12 paid 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 also 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.

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