T-Mobile US-posted 5 months ago
$85,900 - $155,000/Yr
Full-time • Mid Level
Hybrid • Herndon, VA
Telecommunications

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! Location: Hybrid (3 days/week in office) Be unstoppable with us. At T-Mobile, we don't just connect people—we empower them. As the Broadband Technical Process Optimization Manager, you'll play a key role in shaping the systems and processes that support our next-gen broadband services. If you're passionate about improving operations, driving innovation, and collaborating with smart, cross-functional teams—this role is your calling.

  • Lead end-to-end process optimization efforts across fiber operations—focusing on digital customer experience and call center tools such as Interactive Voice Response (IVR), Website FAQs, Self service troubleshooting, and enterprise case management.
  • Use tools like ServiceNow, Salesforce, and methodologies like Six Sigma to streamline workflows, improve uptime, and enhance team agility.
  • Partner with engineering, IT, and business leaders to prioritize and implement impactful solutions.
  • Identify bottlenecks, collect feedback, and continuously improve our broadband lifecycle operations.
  • Act as the go-to expert for driving scalable improvements that keep us fast, reliable, digital, and customer-first.
  • Focus on improving the customer experience through digital solutions that empower employees, customers, and reduce overall cost to serve.
  • Bachelor's degree in Computer Science, Information Technology, or related field (required)
  • Proven experience applying Six Sigma, Lean, or other methodologies to technical operations
  • Strong background managing Salesforce or similar IT service management tools
  • History of leading cross-functional teams to implement complex process improvements
  • Familiarity with telecom technologies and operational processes is a plus
  • Master's degree in Business, Information Systems, or related field (preferred)
  • Certified Business Process Associate (CBPA)
  • Six Sigma Certification (Green Belt or higher)
  • ITIL Foundation Certification
  • Medical, dental and vision insurance
  • Flexible spending account
  • 401(k)
  • Employee stock grants
  • Employee stock purchase plan
  • Paid time off and up to 12 paid holidays
  • 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
  • Voluntary long-term care insurance
  • Mobile service & home internet discounts
  • Pet insurance
  • Access to commuter and transit programs
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