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The District Manager (DM) is the field leader accountable for sales growth, ELB performance, customer experience, quality, and operational compliance across all locations in an assigned district. The DM develops Store Managers and frontline sales representatives, executes company and Metro by T-Mobile initiatives with urgency and consistency, and ensures disciplined operating rhythms (daily/weekly/monthly) that drive results.

This role requires a strong in-market presence, data-led leadership, coaching excellence, and strict adherence to compliance, ethics, and brand standards. Responsibilities are subject to change as the company continues to grow and evolve.

Core Responsibilities

· Delivers district targets across boxes/handsets, accessories, conversion, HSI/MiM, features, and profitability.

· Runs a consistent accountability cadence (store visits, reporting, coaching, recaps, and performance reviews).

· Protects quality and ELB performance by reducing risk behaviors and improving retention/CSAT.

· Oversees operational excellence (audits, scheduling, cash controls, inventory discipline, and retail standards).

· Builds a talent bench through hiring, training, development, and succession planning.

Success Metrics and Expectations

· Xclusive priorities: Boxes/handsets, accessories, conversion, promo/spiff execution

· ELB Priorities: Phone/BTS/HSI/MiM performance, protect attach, participation/usage standards

· Quality: retention, chargebacks/flagged behaviors, device movement, high-risk activations, rate plan downgrades, subscriber move exceptions, HSI duplication, CSAT

· Operations: audit compliance, scheduling to budget, OT control, CP hour compliance, cash/inventory exception rates, shrink

· People: turnover, staffing health, bench strength, training completion, Store Manager capability growth

· Note: (Exact targets may vary by month/market; DM is accountable to assigned goals.)

Leadership, Accountability, and Culture

· Own district performance results, trends, forecasts, and gap-closure plans.

· Set clear expectations for behavior, execution, and standards; enforce consistency and fairness.

· Lead a winning culture focused on urgency, professionalism, accuracy, and customer-first execution.

· Conduct effective accountability conversations using reporting, uncovering root cause, setting commitments, and follow-up.

· Ensure documentation standards are followed (performance notes, action items, coaching recaps, corrective actions).

Performance Management and Talent Development

· Lead performance management for Store Managers and support performance management of frontline staff.

· Conduct weekly 1:1s with Store Managers and quarterly performance reviews.

· Drive talent development at the Store Manager and Sales Representative levels:

o High performer development plans and stretch assignments

o Low performer recovery plans

o Succession planning by store and district (immediate/near-future bench)

· Partner with Market Director and HR on write-ups, investigations, suspensions, terminations, and offboarding processes.

· Maintain proper staffing levels across the district (hiring needs, staffing plans, turnover reduction, and bench strength).

Sales Leadership and Customer Experience

· Drive daily/weekly execution to deliver district goals and profitability.

· Break down goals into actionable targets and track follow-through.

· Use data to identify root causes and prioritize actions:

o Traffic, conversion, boxes, accessories/APB, promo/spiff usage

o Store rankings, outlier stores/reps, coaching impact

· Ensure strong product and plan knowledge (devices, rate plans, features, protection, HSI, MiM).

· Monitor competitive landscape and ensure teams can counter-position effectively.

· Set and enforce customer experience standards that prevent churn and build loyalty.

· Own customer escalations:

o Ensure clear escalation pathways and documented resolution steps

o De-escalate professionally and coach teams to prevent repeat issues

o Reinforce service recovery habits (follow-up, accountability, training)

Quality Assurance, ELB, and Risk Reduction

· Protect the business by driving best practices that reduce quality failures and chargeback exposure.

· Maintain disciplined review cadences for ELB and quality priorities:

o Retention performance and prevention habits

o Chargebacks/flagged line behavior reduction

o Device movement control

o High-risk activations prevention

o Rate plan downgrade prevention

o Subscriber move exceptions management

o HSI duplication control

o CSAT improvement actions

· Partner with QA, back office, reporting, and leadership to identify trends and execute corrective actions.

Training Execution and Reinforcement

· Ensure completion of all required training:

o Metro by T-Mobile trainings and deadlines

o Corporate/internal modules

o New hire training pathway and certification expectations

· Ongoing field development:

o Workshops (conversion, accessories, HSI/MiM, protect attach, product/plan knowledge)

o In-store routines: daily huddles, roleplays, product drills, competitive talk tracks

o Spanish training participation (attendance, reinforcement, accountability)

· Validate training effectiveness through observation, coaching, and reporting.

Operational Excellence and Compliance

· Ensure all stores meet company and T-Mobile standards for retail execution:

o Branding, merchandising, window/price cards, fixtures/lights, cleanliness

o Uniform and name badge compliance

o Opening/closing procedures and daily discipline

· Run store audit execution and follow-up:

o Store look/feel, marketing compliance, safety readiness, and operational checklists

o Validate corrective actions with owners and deadlines

· Manage time, attendance, and scheduling discipline:

o Schedules built to budget, coverage rules, OT prevention, and CP hour regulation

o Track and address call-ins/tardiness patterns with accountability

· Inventory and loss prevention leadership:

o Hard count cadence, serial/receiving discipline, secure storage standards

o Transfer/exception control and shrink reduction behaviors

o Coordinate with Operations for ordering and healthy inventory levels

· Cash management and controls:

o Deposit compliance, cash drops, till policy, minimal register cash, and exception reporting

· Maintain technology and system proficiency (POS, dashboards, Connecteam, tracking tools, reporting systems).

Cross-Functional Partnership and Brand Representation

· Represent the company professionally with corporate and T-Mobile field leadership

· Communicate clearly and quickly via emails/recaps with timelines, ownership, and next steps.

· Partner with:

o HR: staffing plans, employee relations, performance actions, compliance

o Training: onboarding pipeline, outlier training requests, validation follow-through

o Operations/R&M/Facilities: store readiness, ticketing prioritization, follow-ups

o Finance: commission coaching, payroll/commission discrepancy escalation pathway

o Back Office/Surveillance: investigations, footage requests, incident documentation

o Legal/Risk: incidents, claims, HR-sensitive or compliance issues

· Maintain ethical leadership and brand protection (zero tolerance for fraud, falsification, retaliation, or policy violations).