Sr Customer Experience Excellence Manager | Multiple Positions Available

T-Mobile USA•Overland Park, KS

5d•Onsite

About The Position

The Sr Customer Experience Excellence Manager (Sr CXM) leads enterprise-level customer experience governance, oversight, and resolution work for the most complex, cross-functional experiences impacting customers and frontline teams. This role sets the operating model, standards, escalation paths, and decision discipline that ensure new and changing experiences are evaluated through a consistent customer, frontline, and business lens before launch. The Sr CXM owns a portfolio view of high-impact pain points and experience risks across Marketing, Product, IT, Supply Chain, EPO, Frontline Experience, and frontline channels, driving prioritization, executive alignment, and measurable closure when ownership is unclear or fragmented. This role translates customer signals, frontline feedback, NPS/churn drivers, operational data, and executive insights into enterprise action plans that reduce friction, improve readiness, and prevent recurrence. Success requires senior-level influence, crisp executive communication, strong business judgment, and the ability to move teams from debate to accountable action without adding unnecessary bureaucracy. Role mission: Lead the enterprise system that fixes broken experiences today, governs the ones we build tomorrow, and makes accountability visible from signal to sustained outcome.

Requirements

Bachelor's Degree Business, Marketing, Customer Experience, Operations, Product Management, Communications, Analytics, Technology, Strategy, or related field. Relevant/equivalent experience accepted.
7-10 years Leading customer and/or frontline experience, customer operations, enterprise program management, service excellence, product/program readiness, business transformation, or governance work in a complex, matrixed enterprise environment. (Required)
7-10 years Influencing senior leaders, facilitating executive governance forums or cross-functional working teams, resolving ambiguous ownership, and driving accountability without direct authority. (Required)
7-10 years Using customer, frontline, operational, NPS, churn, quality, journey, contact, escalation, or financial data to identify root cause, prioritize investment, and measure outcomes. (Required)
4-7 years Leading enterprise-level change, readiness, launch governance, risk mitigation, process improvement, or transformation initiatives with measurable customer and business impact. (Preferred)
Customer Strategy: Create scalable principles, review criteria, operating cadences, decision rights, and escalation paths without unnecessary process drag. Includes journey governance, certification, experience-risk management, and documented tradeoff practices. (Required)
Business Influence: Align senior leaders, resolve ambiguous ownership, and create shared accountability across teams with competing priorities. (Required)
Customer Advocacy: Champion customer expectations and frontline realities; translate feedback into prioritized improvements that reduce friction and strengthen trust. (Required)
Client Issue Resolution: Diagnose complex gaps, separate root cause from noise, assign ownership, and drive durable resolution with measurable results. (Required)
Data Driven Approach: Connect qualitative and quantitative signals, quantify impact, prioritize high-value work, and measure NPS, churn, readiness, contacts, and outcomes. Quantifies customer harm, cost of inaction, and business value to inform roadmap and investment decisions. (Required)
Executive Communications: Frame tradeoffs, surface risks, make recommendations, and tell the truth in a way leaders can act on quickly. (Required)
Operational Efficiency: Apply launch readiness, frontline enablement, change management, process improvement, and risk reduction across enterprise initiatives. (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

CXPA/CCXP, PMP, Prosci/Change Management, Lean Six Sigma, Design Thinking, Product Management, Agile, or equivalent experience. (Preferred)

Responsibilities

Set enterprise CX governance strategy, standards, and operating model.
Lead the design, refinement, and adoption of T-Mobile CX principles, decision standards, and governance mechanisms across enterprise change, launch, roadmap, and program workflows.
Establish clear review criteria, escalation paths, decision rights, and accountability routines that improve outcomes without slowing the business.
Ensure governance evaluates customer impact, frontline impact, business sustainability, trust/consistency, risk, and operational readiness before experiences reach customers.
Lead CX Certification reviews for complex launches and changes, applying enterprise criteria, documenting exceptions and accepted experience risks, and ensuring mitigation and post-launch validation are in place.
Lead senior-level oversight of experience readiness and enterprise risk.
Own oversight for the most complex customer and frontline experience risks across products, policies, processes, journeys, channels, and enterprise programs.
Partner with senior leaders, product owners, EPO, Marketing, IT, Supply Chain, Frontline Experience, and frontline channels to identify risk early and resolve readiness gaps before launch.
Pressure-test major experiences for operational feasibility, frontline resolvability, customer clarity, and cross-channel consistency.
Lead journey health reviews for priority end-to-end journeys, aligning journey owners on performance, sentiment, cross-channel breakdowns, risks, and continuous optimization actions.
Drive resolution of high-impact customer pain points and systemic experience gaps.
Maintain and manage an enterprise portfolio of priority pain points, known experience gaps, recurring friction, and systemic drivers of NPS, churn, contacts, escalations, and frontline burden.
Lead cross-functional working teams through root cause, ownership assignment, decisioning, action planning, and measurable closure for issues no single team owns alone.
Distinguish symptoms from root causes and push for durable fixes that prevent recurrence, not temporary workarounds dressed up in a nicer PowerPoint.
Quantify priority CX Challenge List items across customer impact, frontline burden, operational cost, revenue or retention risk, and strategic value to support enterprise prioritization and make the cost of inaction visible.
Influence executive alignment and shared accountability across the enterprise.
Serve as a senior connector and trusted advisor across functions, bringing clarity to ambiguous ownership, competing priorities, and tradeoffs.
Prepare executive-ready recommendations, decision narratives, progress updates, and risk escalations with a clear customer-first and frontline-ready point of view.
Coach partners and less experienced team members on governance, issue resolution, facilitation, and outcome-based accountability practices.
Use voice-of-customer evidence to influence product roadmaps, policy choices, investment priorities, and operational tradeoffs, ensuring accepted experience risks have clear owners, mitigation plans, and review dates.
Measure outcomes, surface insights, and drive continuous improvement.
Define and monitor success measures for governed experiences and resolved pain points, including NPS, churn, frontline readiness, first-time resolution, contact reduction, operational friction, and customer trust.
Build transparent reporting that shows progress, blockers, decisions, owners, timing, and realized outcomes for senior leadership and cross-functional partners.
Translate insights into governance improvements, prevention mechanisms, standards updates, and enterprise learning loops.
Also responsible for other Duties/Projects as assigned by business management as needed.