Frontline Experience Manager
About The Position
This role drives the delivery of seamless experiences for customers and frontline staff to enhance satisfaction and loyalty. It manages the design and execution of frontline strategies across multiple organizational functions to ensure readiness and consistency. The role uniquely integrates cross-functional collaboration to create intuitive and effective customer and expert journeys. Success is measured by the adoption of new initiatives, improved operational efficiency, and positive feedback from frontline interactions. The work directly influences organizational performance and customer engagement by empowering staff and optimizing experience delivery.
Requirements
- Bachelor's Degree (Preferred)
- 2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels (Required)
- 2-4 years Leadership experience or similar cross-functional program leadership role (Required)
- 2-4 years Project or program management experience (Preferred)
- Customer Service Knowledge of frontline roles and responsibilities and customer support processes (Required)
- Process Management Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction (Required)
- Customer Escalation Management (Required)
- Cross Functional Relationships Engage with many groups, including Care, Retail, Marketing, Legal, IT, etc. (Required)
- Team Leadership (Required)
- Microsoft Office Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
- Business Strategy (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Responsibilities
- Drive strategy and execution for new product and program launches to ensure seamless frontline experiences and organizational readiness
- Lead digital transformation initiatives by promoting AI, automation, and intelligent workflows to improve frontline efficiency and personalization
- Translate data and frontline insights into solutions that optimize customer and expert journeys and support strategic design
- Represent frontline perspectives by engaging stakeholders, resolving escalations, and influencing planning and systemic improvements
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary and compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- access to free, year-round money coaches
- medical, dental and vision insurance
- a 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
