Principal Customer Experience Manager

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!

Strategic Leadership & Analysis

• Develop and execute comprehensive customer experience strategies aligned with T-Mobile's business goals and Un-carrier vision

• Model and analyze interactions between people, processes, and technology to guide strategic decision-making

• Create frameworks for sharing customer insights with business partners to influence positive change

• Serve as a subject matter expert for new initiative launches, overseeing customer experience considerations throughout the project lifecycle

Cross-functional Collaboration

• Partner with Field Leadership and Operational teams to inform experience strategy across channels

• Present strategies and recommendations to Field and HQ Executive leadership

• Collaborate with cross-functional teams to solve customer pain points and drive process improvements

• Build and maintain strong relationships with stakeholders across the enterprise

Business Architecture & Process Optimization

• Define and map strategic, core, and support processes to organizational goals and metrics

• Identify and analyze business architecture requirements to support current and future state operations

• Drive service interaction metric improvements by identifying and resolving process pain points

• Develop and implement governance frameworks for ongoing performance measurement

Customer Experience Excellence

• Proactively identify customer experience opportunities and drive solutions through cross-functional teams

• Provide coaching and recommendations to enhance customer experience performance across the Enterprise

• Monitor and analyze evolving customer needs, implementing course corrections as needed

• Manage and resolve complex customer experience challenges through process improvement initiatives

Education:

• Bachelor's Degree or additional relevant work experience may be considered in lieu of degree. (Required)

Work Experience:

• 4 years project or program management (Required)

• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)

• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Required)

• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)

• Proven leader in establishing, innovating and improving customer and frontline experience processes (Preferred)

• 8+ years' experience in process design/management including proven success in process design, optimization, analysis and documentation (Required)

Knowledge, Skills and Abilities:

• The ability to articulate the relationship between business strategy, customer experience and technology strategies (Required)

• Demonstrated history of solving complex initiatives requiring creative solutions to meet aggressive time frames (Preferred)

• The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies. Those issues may exist in role alignment, process gaps and overlaps, and business capability maturity gaps (Required)

• Deep understanding of Go-To-Market Process and established relationships with key business partners (Preferred)

• A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance (Required)

• Expertise and proven confidence presenting to Sr. Leadership (Preferred)

• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problem-solving skills are necessary (Required)

• Excellent communication skills, both written and oral, and the ability to convey results in a summarily and persuasive manner (Required)

• Fluency in the use of all MS Office applications (Required)

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, 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.