Director, Experience

T-Mobile is in pursuit of exceptional talent to join our executive team. We're committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

Job Overview
As the Director of Experience at T-Mobile, you will be a visionary leader at the forefront of shaping the future of retail. This role involves driving the growth and operations of our innovative Experience stores, the fastest-growing format in our retail portfolio. You will lead large teams through transformational change, fostering innovation, and delivering exceptional customer experiences that align with T-Mobile's evolving retail strategy. With a focus on talent management, strategic influence, and cross-functional collaboration, you will inspire your teams to achieve extraordinary outcomes while championing a culture of integrity, innovation, and purpose

Job Responsibilities: Leads the growth and operation of this channel, focusing on strategic expansion and performance metrics. Enhances the customer experience in these stores, reflecting T-Mobile's retail strategy. Leads a team of Senior Managers, ensuring the delivery of exceptional service and support in line with T-Mobile's customer service standards. Aligns with the Customer Care team to standardize service and customer experience protocols. Oversees the product assortment in stores, ensuring a diverse and comprehensive selection that caters to a wide range of customer needs. Drives revenue, profit, and customer growth through district and store level P&L management. Sets operational and performance standards across Stores and Markets. Provides feedback to SVP and contributes to strategy development. Boosts T-Mobile's market share and enhances product and service distribution. Education:Bachelor's Degree Business, Management or a relevant field (Required) Master's/Advanced Degree Business Administration or Related Field (Preferred) Work Experience:7-10 years Experience as an experience design lead in telecommunications, consumer electronics, or retail (Preferred) 7-10 years Experience crafting and leading the socialization of actionable experience strategy and vision for high-performing design teams (Preferred) 7-10 years Experience in leading Service Design, Design Thinking, Aspirational Experience Strategy activities and creating associated artifacts (Preferred) Knowledge, Skills and Abilities:Leadership Ability to lead and empower a team of Mobile Experts, ensuring they deliver exceptional service and support. (Required) Customer Service Ability to ensure customer service standards are met across all Experience stores. (Required) Strategy Ability to contribute significantly to the customer experience and retail strategy of T-Mobile. (Required) Wireless Technologies Knowledge of T-Mobile's cutting-edge products and services to facilitate customer exploration and adoption. (Required) Store Operations Experience in overseeing the operations of retail stores, preferably in a telecommunications context. (Required) Product Management Ability to ensure a diverse and comprehensive product assortment across all Experience stores. (Required) Sales Management Ability to drive sales growth in the rapidly expanding Experience store format. (Required) Problem Solving Ability to address operational challenges and customer issues effectively. (Required) Communication Excellent communication skills to effectively interact with various stakeholders, including team members, customers, and senior management. (Required) Change Management Ability to manage and implement change in a fast-paced retail environment. (Preferred) Licenses and Certifications:Project Management Professional (PMP) Certification by the Project Management Institute (PMI) that demonstrates competency and knowledge in the principles and practices of project management. (Preferred) Certified Customer Experience Professional (CCXP): Certification by the Customer Experience Professionals Association (CXPA) that validates the proficiency in the field of customer experience and service delivery. (Preferred) Certification by the World Alliance for Retail Excellence Standards that signifies expertise in retail management and operations. (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: $167,800 - $227,000

Corporate Bonus Target: 25%

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 qualifications and experience, so the actual starting pay will vary within this range. 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.

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.

Never stop growing
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable

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 ApplicantAccommodation@t-mobile.com 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.

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