Senior Manager, CX Programs

T-Mobile•Frisco, WA

8d•$112,900 - $203,700•Hybrid

About The Position

We are seeking an experienced, highly motivated and innovative thought leader to join our team as a Senior Manager – CX Programs. The successful candidate will combine a strong problem solving and strategic thinking mind with leadership skills to drive ongoing improvements in programs which help drive customer experience. The specific programs which are essential to the role are but not limited to Handset Research, AI Experts and Quality of AI Bots, WFH, and Messaging. The Sr. Manager will lead a moderate sized team of 8-11 focused on identifying opportunities to deliver proactive and resolution of customer pain points and issues while improving customer experience through in-depth analysis, identifying technology trends, thought leadership and applying a combination of People, Process and Technology/AI solutions to deliver: Scalable Personalized Customer Experiences, Enabling the Digital Shift, Providing faster/effective/proactive resolution for customers, Empowering Customers and Frontline to resolve service issues with low effort.

Requirements

Bachelor's Degree (Required)
7-10 years - Strategy and Problem Solving - Experience in framing complex problems, identifying key issues that impact business decisions, and providing data-driven recommendations.
4-7 years - Proven experience in service strategy development/customer experience/service operations, or related roles.
4-7 years - Proven leadership experience with the ability to lead and inspire cross-functional teams.
2-4 years - Working knowledge/expertise with Technology/AI solutions or platforms solutions.
Strategic Thinking Strategy- Ability to frame problems, use strategic frameworks, develop strategies (Required)
Communication- Excellent communication, negotiation, and interpersonal skills to collaborate effectively with internal and external stakeholders. (Required)
Project Management- Project Management Strong project management skills, with the ability to manage multiple initiatives simultaneously. (Required)
Customer Experience- Customer Centric Mindset. Knowledge of industry best practices and trends in customer experience Management (Required)
Technology- A strong understanding of trends and developments in Technology and AI for Customer Experience management and solutions (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Master's/Advanced Degree (Preferred)

Responsibilities

Develop and implement a comprehensive service channel strategy with focus on enhancing customer experience, enabling the digital shift and reducing cost to serve.
Collaborate with senior leadership, include Care VPs, and peers to align on the customer experience strategy with the overall goals and objectives of the programs.
Walk the path of the customer in Care channels to intentionally design and deliver end to end stitched journey experiences building upon the AI and Technology capabilities being built by the organization, combined with People and Process capabilities.
Oversees the creation and delivery of executive-level presentations.
Directing team members in crafting a strategic story/narrative from real business/customer problems/opportunities; ability to navigate ambiguity; using analytical/critical thinking to layout a clear, concise recommendations/solution that enables decision making.
Mentors and advises team members on best practices, creating opportunities for team members to build their knowledge and skills.
Fosters a growth mindset, collaboration and teamwork.
Maintains up-to-date knowledge of strategic frameworks, industry trends, and corporate and customer drivers.