Business Analysis Manager - Care Voice of the Customer Program Support

T-Mobile • Bellevue, WA

2d • Hybrid

About The Position

This role supports the Care Voice of Customer (VOC) program, spanning Internal and Global Care, Messaging, and Social channels. The Business Analysis Manager is responsible for ensuring the accuracy, consistency, and overall health of Care VOC programs through the implementation and ongoing monitoring of health checks, proactive issue identification and resolution, and close partnership with key stakeholders who rely on Care VOC insights. This role plays a hands-on part in day-to-day operations, including managing and resolving tickets from frontline teams to ensure timely support and program stability. In parallel, the role continuously evaluates opportunities to improve efficiency, streamline processes, and enhance the effectiveness of VOC programs. The Business Analysis Manager leads data mining, business intelligence, and reporting efforts to deliver actionable insights and recommendations. The role collaborates closely with cross-functional partners to conduct analysis that supports business improvements, operational decision-making, and performance management. Success is measured by the accuracy, reliability, and business impact of KPIs and insights that inform resource prioritization, performance benchmarks, and customer experience strategies.

Requirements

• Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience (Required)
• Acceptable areas of study include Data analysis, data science, similar quantitative fields or equivalent practical experience (Required)
• 4-7 years Working experience solving analytical problems using quantitative approaches (Required)
• 4-7 years Working experience reporting and analyzing performance & dta visualization (Tableau, Power BI, etc.) (Required)
• 4-7 years Working experience in advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research (Required)
• Data Analysis Exceptional at using wide ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment. (Required)
• Problem Solving (Required)
• Communication Ability to manage relationships, influence and communicate complicated analysis, logic, and solutions in a clear and concise manner and provide decision support, analysis and recommendations that help to drive effective execution of initiatives. (Required)
• Financial Modeling (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• Working experience with Python, R, Go or similar statistics or data science language preferred.
• Telecommunications (Preferred)

Responsibilities

• Monitors the health and stability of the Care VOC KPIs.
• Partners cross-functionally with stakeholders, forntline teams and with vendors to resolve issues
• Provide insights and recommendations that optimize business experiences through cross-functional collaboration and data analysis
• Develop and maintain data and reporting solutions including dashboards, reports, and self-service tools to support enterprise goals
• Participate in the design and administration of reporting structures and interfaces for standardized use across teams
• Also responsible for other duties/projects as assigned by business management as needed

Benefits

• 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.
• 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.
• 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.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager