Sr. Customer Experience Manager

2 weeks ago

Bellevue, United States Disability Solutions Full time
At T-Mobile, we invest in YOU Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees

Job Overview
The Customer Service Operations Support team has recognized a need for end-to-end management with business stakeholders and IT partners to deliver new Products and experiences for our T-Mobile Business Group customers and frontline Care and Sales teams. Product launches, service programs, and operational initiatives require execution ownership to ensure optimal overall customer experience through frontline delivery. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes and policies, and deployment efforts through agile methodologies. This position is responsible for employing T- Mobile for Business' customer experience guiding principles and customer commitments to deliver the differentiated TMUS customer experience across all channels through managing a team of managers and/or analysts to support and improve the customer experience delivered by our frontline employees. Coaching and developing each manager and/or analyst on the team is a key function of this role.

Job Responsibilities:
  • Provide coaching, feedback, project guidance to other team members
  • Own IT Backlog, Prioritization, and IT Delivery roadmap
  • Incorporates experience gaps into Backlog for prioritization and resolution
  • Oversee and direct departmental strategy and roadmap and represent needs at leadership meetings
  • Oversee the execution of analysis and resolution of product issues impacting customers and employees
  • Prepare departmental communications and provide status for key projects and metrics
  • Oversees teams and/or manages the execution of creating business process mapping and documentation
  • Build key relationships with internal/external business partners
  • Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services


Education:
  • Bachelor's Degree Business or Technical ()


Work Experience:
  • Experience with Agile Development Methodologies (Required)
  • Experience with Agile Development Methodologies (Required)
  • 2-4 years Wireless experience. (Required)
  • 2-4 years Leadership experience. (Required)
  • 2-4 years Analytical experience. (Required)
  • 2-4 years Wireless experience. (Preferred)
  • 2-4 years Analytical experience. (Preferred)
  • 2-4 years Project management experience. (Preferred)
  • 4-7 years Leadership experience. (Preferred)


Knowledge, Skills and Abilities:
  • Leadership (Required)
  • Analytics (Required)
  • Customer Service (Required)
  • Project Management (Preferred)
  • Wireless (Preferred)


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

Travel:
Travel Required (Yes/No):Yes

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

Base Pay Range: $79,900 - $144,100

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, click here.

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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