Sr. Business Experience Manager, TFB Technical Support Experience

T-Mobile US • Overland Park, KS

228d • $99,500 - $179,500

About The Position

The Sr Business Experience Manager supports the Care leadership on strategic planning and execution around operational activities and ongoing management of the business. Partners cross-functionally as well as across sites (internal and service partner) to build and deliver the servicing strategy for key products and services. Responsible for standardizing business processes to ensure a consistent customer experience across the enterprise. Must provide outstanding leadership and effective management in all areas of critical thinking, financial management, operations, risk and compliance, administration, human resources and communication.

Requirements

• Bachelor's Degree (Required)
• More than 10 years business operational experience required, well-rounded background including demonstrated experience in evaluation of operational effectiveness and frontline operations.

Nice To Haves

• Proven track record to translate business strategies into customer-centric actions that get results.
• Proven track record to prioritize and deliver on multiple threads of work.
• Understands broader implications of situations; identify potential problem areas and implement solutions across the enterprise before they become problems.
• Excellent interpersonal skills and the ability to present detailed analytical results to executives in verbal or written form.
• Track record of personal initiative and ability to inspire change.
• Strengths in building large networks of internal contacts and demonstrating positive working relationships to achieve business goals.

Responsibilities

• Works cross-functionally with key business leaders to build servicing strategy for key products & services.
• Partners across enterprise (internal and service partner) to standardize and build business processes to ensure a consistent user experience across the organization.
• Represents respective business function with Metrics team to ensure methodology and measures are aligned with producing the right results back to the business.
• Develops and implements business plans, policies, and procedures.
• Evaluates and analyzes results to determine if enterprise objectives are being met.
• Provides leadership on internal non-technical projects or programs from initiation through delivery.
• Works closely with various internal departments to ensure successful completion of projects.
• Prepares operations analysis, operational effectiveness and capacity utilization and makes recommendations for improvement.
• Develops process analyses, designs, and simulations.
• Aligns business and operational goals to deliver desired results.
• Monitors site level resource allocations conjointly with enterprise and local initiatives.
• Trends performance to look for opportunities to improve and deliver differentiated results and customer experiences.
• Other duties as assigned.

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Telecommunications
• Education Level: Bachelor's degree