Broadband Technical Process Optimization Manager

T-Mobile US • Herndon, VA

190d • $85,900 - $155,000 • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Education Level: Bachelor's degree