District Manager
DSI
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • United States
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Salary
💰 $100,000 per year
About the role
- Lead, mentor, and support RSS across multiple national retail locations.
- Conduct regular field visits, side-by-side coaching, performance evaluations, and ongoing training.
- Build a high-performing team culture grounded in empathy, professionalism, and solution-oriented customer support.
- Ensure team members meet or exceed KPIs, including customer satisfaction, quality, compliance, and efficiency metrics.
- Identify skill gaps and develop individualized coaching plans to drive employee growth and performance.
- Ensure RSS deliver professional, friendly, and accurate support to AT&T customers.
- Oversee resolution of escalated customer issues involving billing, account changes, device troubleshooting, and service concerns.
- Champion best practices in de-escalation, customer engagement, and technical support.
- Monitor customer experience trends and deploy corrective coaching or process improvements as needed.
- Act as the senior AT&T specialist for store leadership across your district.
- Strengthen partner relationships by maintaining clear communication, visiting stores consistently, and ensuring alignment on customer experience standards.
- Guide RSS on building strong relationships with retail staff and third-party labor.
- Address partner escalations quickly and professionally to preserve trust and operational flow.
- Oversee adherence to AT&T policies, compliance requirements, and privacy standards across all assigned locations.
- Review and validate RSS documentation, system usage, and accuracy of customer account handling.
- Ensure smooth operational execution—including scheduling, coverage, and workflow efficiency.
- Analyze performance reports to identify trends, opportunities, and areas for operational improvement.
- Collaborate with internal teams including customer care, billing, fraud, technical support, workforce management, and escalation teams.
- Provide feedback to corporate partners on recurring issues, system limitations, or customer pain points.
- Communicate policy updates, process changes, and performance expectations to your district in a timely and clear manner.
Requirements
- 3+ years of experience leading teams in retail, customer service, or wireless communications.
- Exceptional coaching, communication, and team-development skills.
- Strong ability to manage escalated situations with professionalism and composure.
- Proficiency in navigating multiple systems and analyzing performance data.
- Highly organized, detail-oriented, and capable of managing operations across several locations.
- Ability to travel between stores throughout the district as required.
- Ability to work flexible hours including evenings, weekends, and holidays.
- **Preferred Qualifications**
- Previous district or multi-site leadership experience.
- Background in wireless communications, retail customer service, or technical support.
- Experience partnering with third-party labor or working within a national retail environment.
Benefits
- Competitive Salary of $100,000 annually
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance analysiscoachingcustomer supportescalation managementoperational executionworkflow efficiencydata analysisKPI managementcompliance adherencetechnical support
Soft skills
leadershipcommunicationteam developmentempathyprofessionalismproblem-solvingorganizational skillsrelationship buildingflexibilitydetail-oriented