Experience Associate Manager

T-Mobile USA • Colonial Heights, VA

2d • Onsite

About The Position

The Experience Associate Manager works in T-Mobile’s company-owned Experience retail stores, which are designed to elevate the customer service and sales experience. In partnership with the Experience Store Manager, this role supports Sr. Mobile Experts as a resource on new systems and tools used to address customer needs from research through resolution. The position also champions new products and a product roadmap developed for Experience stores.

The role supports and leads teams through curated curriculum and certification programs to deliver strong sales and service experiences. It requires providing exceptional customer experiences, adopting new tools and processes, driving sales outcomes, leading and inspiring teams, and producing quality results.

Requirements

• High school diploma or GED.
• At least 18 years of age.
• Legally authorized to work in the United States.
• Coaching skills.
• Communication skills.
• Customer problem-solving skills.
• Customer service skills.
• Leadership skills.
• People management skills.
• Product knowledge.
• Receptiveness to feedback.
• Sales skills.
• Knowledge of sales metrics.

Nice To Haves

• 12 or more months of Retail experience as a Neighborhood Retail Associate Manager.
• 12 or more months of Care experience as an Associate Coach.

Responsibilities

• Sell appropriate products, features, and services based on customer needs.
• Resolve customer pain points in one interaction using in-store systems and digital tools.
• Coach in all directions and provide actionable feedback that improves performance.
• Take ownership of store performance.
• Lead by example in completing training and staying up to date on product and service knowledge.
• Support Sr. Mobile Experts as a resource on new systems and tools for solving customer needs.
• Champion new products and a product roadmap built specifically for Experience stores.
• Support and lead teams through curated curriculum and certification programs.

Benefits

• Competitive base salary and compensation package.
• Annual stock grant.
• Employee stock purchase plan.
• 401(k).
• Access to free, year-round money coaches.
• Annual bonus or periodic sales incentive or bonus for eligible employees.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Flexible spending account.
• Paid time off.
• 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 coverage.
• Voluntary AD&D coverage.
• Voluntary accident coverage.
• Voluntary life insurance.
• Voluntary disability insurance.
• Voluntary long-term care insurance.
• Mobile service and home internet discounts for eligible employees.
• Pet insurance for eligible employees.
• Commuter and transit programs for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED