Customer Experience Manager

T-Mobile • Bellevue, WA

16d

About The Position

This role manages the execution of initiatives that impact customer experience across sales and service channels to ensure alignment and readiness. It leads cross-functional teams to develop, plan, and implement changes affecting front-line operations and customer interactions. The role is distinguished by its responsibility for comprehensive execution planning and issue resolution beyond formal projects. Success is measured by effective launch readiness, seamless execution, and timely resolution of customer-impacting issues. The work directly influences customer satisfaction and operational efficiency by advocating for customer needs and supporting front-line employees.

Requirements

• High School Diploma/GED (Required)
• Customer Service (Required)
• Process Management (Required)
• Project Management (Required)
• Team Leadership (Required)
• Microsoft Office (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels. (Preferred)
• 2-4 years Project or program management experience. (Preferred)

Responsibilities

• Develops and owns execution plans for major business initiatives impacting front-line customer experience to ensure readiness and alignment
• Leads cross-functional teams to identify risks, evaluate solutions, and make trade-off decisions for customer-facing projects
• Collaborates with marketing, product development, and other departments to influence project requirements and solutions benefiting customers and front-line staff
• Manages pre-launch, launch, and post-launch activities to support seamless implementation and issue resolution of new products and services
• Defines and maintains support models for sales and service channels including administration, compliance, and technical support
• Produces and mentors others in high-quality project documentation and applies lessons learned to improve future initiatives
• 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 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.
• 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
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees