About DSI
At DSI, we have over 40 years of sales enablement and customized business solution experience, providing enhanced value that delivers results for our clients and partners. We're on the lookout fora passionate and driven District Manager to join our growing team! Our exciting and rewarding work environment offers you the opportunity to grow with us and make a significant impact.
Job Overview
The District Manager (DM) will oversee a team of Retail Support Specialist (RSS) who support AT&T customers within national retail locations. In this leadership role, you are responsible for driving operational excellence, elevating customer experience, and ensuring your team delivers expert guidance on account inquiries, device troubleshooting, billing issues, order support, and escalated service concerns.
You will lead, develop, and coach RSS to provide accurate information, resolve customer issues efficiently, and build strong working relationships with retail staff and third-party labor partners. The District Manager ensures consistent execution of AT&T standards across all stores, maintains alignment with store leadership, and upholds a culture of professionalism, partnership, and best in class customer experience.
Responsibilities
Team Leadership & Development
• 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.
Customer Experience Excellence
• 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.
Retail Partner Engagement
• 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.
Operational Excellence
• 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.
Cross-Functional Collaboration
• 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
Required Skills & Qualifications
• 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
On June 11, 1984, Diamond Systems Incorporated was founded by three entrepreneurs from Des Moines, Iowa with the hopes and dreams of starting up a company that was dedicated to serving dealers with quality customer service and convenience. This is accomplished through individualized service, strong product offerings, a fast and efficient delivery system, instant access to information via the DSI website, and a dedicated Sales Representative helping you every step of the way. 40 years later, DSI Systems is the largest distributor of satellite equipment and accessories."DSI Systems is dedicated to the independent retailers we have served over the past 40 years. We continually strive to add new categories to our line-up for ease of purchasing from one distributor while also helping retailers become more profitable by offering more to their consumers. The independent retailers are truly what drives the DSI family, and we thank you."Doug Robison, President, and CEO of DSI SystemsBenefits of working at DSI Systems Competitive salary that meets or exceeds industry standards Potential for growth, we prefer to promote from within! Medical, Dental & Life insurance are available on the first day of the month following your first day of employment 401k Plan and employer contributions Paid vacation and personal/sick days Bonus Programs Employee Profit Sharing Program And much more!Are you ready to join the team? Apply today for one of our open positions below. DSI also offers many opportunities in the indirect dealer space for vendors. We offer competitive advantages for our dealer partners and the products they sell, both commercial and consumer. We partner with our dealers on many levels: sales management and execution, product and offer training, marketing expertise, software solutions, engineering and warehousing and logistics. We are dedicated to serving dealers with quality customer service and convenience. This is accomplished through individualized service, strong product offerings, a fast and efficient delivery system and Territory Managers across the country to help you grow your business. To begin a working relationship with DSI, retailers are invited to call (800) 888-8876 or visit DSI at www.dsisystemsinc.com.
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