Principal Program Manager, EBC Operations & Scale

T-Mobile•Herndon, VA

2d•$103,100 - $186,000•Hybrid

About The Position

T-Mobile for Business (TFB) is seeking a Principal Program Manager, EBC Operations & Scale to own the operating model behind our world-class EBC program. Our team drives the executive engagement strategy and experience for our top current and prospective customers across strategic, enterprise, public sector, mid-market, and partner channels. We are responsible for the full engagement lifecycle: sales strategy, agenda and narrative, immersive experiences, execution, follow-up, and the Voice of the Customer insights that inform business strategy, strengthen customer trust, and accelerate sales growth. In this role, you will own the strategy, enablement, and scale that keep more than 350 executive engagements a year running at a premium bar across in-person, virtual, and field formats, and the performance model that proves their business impact. You will partner across sales, marketing, and cross-functional teams to grow the program without losing the personal experience that sets it apart. This is a senior individual-contributor role that leads through influence rather than direct management, and the right person is a builder who can assess the current model, find the gaps, and create scalable solutions.

Requirements

At least 18 years of age
Legally authorized to work in the United States

Responsibilities

Own the end-to-end operating model for executive engagements, from request through planning, delivery, follow-up, and measurement.
Build and improve the core mechanisms: intake, capacity planning, service levels, escalation, handoffs, and operating cadence across physical, virtual, and field engagements.
Serve as business owner for BriefingSource, the briefing-management platform, including requirements, workflows, data quality, adoption, and future enhancements.
Identify opportunities to improve operational efficiency through automation, AI-enabled workflows, and emerging technologies that streamline intake, planning, and follow-up and enhance the sales and team experience.
Partner closely with the executive briefing delivery team to identify operational pain points, translate lessons learned into scalable solutions, and continuously improve the engagement lifecycle.
Define the standards for sales and program playbooks, SOPs, and onboarding that create consistency across channels, partnering with the ops teams who build and maintains them.
Partner with room technology, A/V, and facilities teams to improve how those services support engagements.
Own the strategy and operating model for the discussion leader program across all locations engagement formats.
Set the standards for recruiting, onboarding, matching, preparation, utilization, and recognition.
Gather feedback and review engagement data, then route insights back to content teams and SMEs to sharpen messaging, materials, and delivery.
Build and maintain benches aligned to customer needs, expertise, geography, format, and demand, and balance capacity so key participants are not overused.
Build relationships and program experience that make speakers want to participate and show up prepared.
Direct contractor resources on day-to-day administration: roster maintenance, scheduling, prep coordination, tracking, and feedback.
Drive the program budget strategy. Set the rationale for where dollars go, prioritization, and leadership visibility, and partner closely with the ops team with procurement, purchase orders, invoices, and reconciliation.
Partner with the data science team to build reporting from BriefingSource and other sources that ties engagements to pipeline, revenue, and deal velocity, then turn that data into insights and recommendations leadership can act on.
Analyze engagement patterns to find what drives outcomes, then optimize the program against them, from format and audience mix to speaker fit and follow-up.
Establish the governance that clarifies decision rights, ownership, escalation, and accountability across the program.
Set program-level facilities priorities and standards, partnering with the ops team who owns facilities, catering, and site logistics day to day.