Sr Customer Experience Manager, Frontline Digital Systems Experience

T-Mobile•Overland Park, WA

1d•$79,900 - $144,100

About The Position

This role manages the end-to-end delivery of customer experience standards across multiple service programs and customer touch points. It leads a team of managers and analysts who support and enhance the experience delivered by frontline employees. The position defines and executes consistent business processes, policies, and deployment efforts to maintain service quality. Success is measured by effective coaching and seamless execution of customer experience initiatives. The work directly influences customer satisfaction and operational efficiency across the organization’s channels. Travel is required.

Requirements

Bachelor’s degree plus 3 years of related work experience, or an advanced degree with 1 year of related work experience, or an equivalent combination of education and experience.
Required knowledge and skills: business analysis, communication, cross-functional project management, customer experience management, customer needs identification, program management, risk management, stakeholder management, and strategic thinking.
At least 18 years of age.
Legally authorized to work in the United States.

Nice To Haves

Business, Communications, or a related field of study.
2–4 years of wireless experience.
2–4 years of leadership experience; 4–7 years of leadership experience is also listed as preferred.
2–4 years of analytical experience.
2–4 years of project management experience.

Responsibilities

Coach and develop managers and analysts to improve team performance and customer experience delivery.
Direct departmental strategy and roadmap while representing team needs in leadership meetings.
Oversee analysis and resolution of product issues affecting customers and employees.
Prepare communications and status updates for key projects and performance metrics.
Manage creation and maintenance of business process mapping and documentation.
Build and maintain relationships with internal and external business partners.
Perform other duties and projects as assigned by business management.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to free, year-round money coaches.
Annual bonus or periodic sales incentive or bonus, depending on role and eligibility.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family building benefits, backup care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care insurance.
Mobile service and home internet discounts for eligible employees.
Pet insurance and access to commuter and transit programs.