Experience Assistant Manager

T-Mobile USA•Knoxville, TN

About The Position

The Experience Associate Manager works in T-Mobile’s company-owned Experience retail stores, which are designed to elevate the sales and service experience. In partnership with the Experience Store Manager, this role supports Sr. Mobile Experts by serving as an expert resource on systems and tools for resolving customer needs, from research through resolution, and by championing new products and the product roadmap for these locations. The role helps select, coach, and lead an experience-focused team. Experience Associate Managers support team development through curated curriculum and certification programs, encourage a team-based culture that recognizes customer experience and store results, and help deliver high-quality sales and service experiences. The position requires the ability to provide exceptional customer experiences, adopt new tools and processes, drive sales outcomes, inspire teams, and produce quality results.

Requirements

High school diploma or GED.
At least 18 years of age.
Legally authorized to work in the United States.
Required skills: coaching, communication, customer problem solving, customer service, leadership, people management, product knowledge, receptiveness to feedback, sales, and sales metrics.

Nice To Haves

12 or more months of experience as a Neighborhood Retail Associate Manager.
12 or more months of experience as a Care 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 to improve performance.
Take ownership of store performance.
Lead by example by completing training and staying current on product and service knowledge.
Support and lead teams through curated curriculum and certification programs.
Support Sr. Mobile Experts as a resource on systems and tools for customer research and resolution.
Champion new products and the product roadmap for Experience stores.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to year-round money coaches.
Annual bonus or periodic sales incentive or bonus, depending on role and eligibility.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family-building benefits, backup care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care coverage.
Mobile service and home internet discounts for eligible employees.
Pet insurance for eligible employees.
Commuter and transit programs for eligible employees.