Sr Director - Contact Contact and Digital Shared Services

T-Mobile US • Bellevue, WA

124d • $236,000 - $319,200

About The Position

T-Mobile is in pursuit of exceptional talent to join our executive team. We're committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success. T-Mobile moves fast, innovates rapidly, and is relentless about delivering exceptional customer experiences. The Senior Director, Contact Center & Digital Shared Services is at the heart of enabling this culture, developing and driving this strategy with our senior leaders, collaborating with business peers, and building and growing high performing teams. The Senior Director, Contact Center & Digital Shared Services will have end-to-end responsibility for strategy, development, operations through DevOps and delivery of enterprise solutions and strategic platforms that support the suite of customer and internal facing services at T-Mobile. The enterprise solutions that will be delivered within this organization are crucial components of the over-arching Un-Carrier strategy led by both Marketing and Business teams to enable industry leading capabilities and allow T-Mobile to establish and maintain relationships with our growing customer base. This position will impact revenue generation by driving efficiencies for both our customers and agents to connect with our customers however they decide to contact us for support and commerce needs in a secure manner. This leader will execute enterprise strategies by combining in-house built applications, open source and industry-leading 3rd party solutions. The Senior Director, Contact Center & Digital Shared Services is responsible for building and leading a growing team of software development (directors), managers, architects, technical product managers, engineers, testers and analysts in the development, delivery and support of solutions and services. Significant emphasis will be placed on identifying opportunities for innovation to ensure T-Mobile's leadership position within an increasingly competitive industry landscape. This role will also be a technology evangelist in establishing T-Mobile as a leading technology company.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or equivalent experience.
• Minimum 15 years of professional experience in developing highly scalable and highly available Digital Systems capable of serving the T-Mobile subscriber base.
• 8+ years leadership experience.

Nice To Haves

• Experience with a variety of business strategies, processes and organization models.
• Strong spoken, written and presentation skills.
• Knowledge of portfolio management tools and methodologies.
• Experience developing technology strategy and product roadmaps.
• Broad technology product experience and a passion for staying abreast of the state of the market.
• Familiarity and experience with multiple technology service delivery models and methodologies (Agile, waterfall, DevOps, ITIL).
• Experience with custom development, packaged products implementation, systems integration and cloud-hosted solutions.
• Financial and budget management of CAPEX/OPEX budgets over $30M - $100M.
• Demonstrated skills defining and using metrics and scorecards to manage a service and report to stakeholders.
• Ability to network and align strategies and roadmaps with peers across the enterprise.

Responsibilities

• Build long term strategic partnerships with senior internal customers within and outside of technology organization.
• Intimately understand their business strategies, generate new ideas, manage issues and ensure that strategy is appropriately aligned.
• Articulate business context and strategy and how departmental strategy supports it.
• Actively plan and manage a portfolio of high-quality products & services through a lifecycle of envisioning/investing/sustaining/retiring.
• Create domain strategy and supporting roadmaps aligned to overall strategy; use effective governance to set priorities and maintain business alignment.
• Grow team knowledge of new developments in area of specialty and incorporate these innovations where appropriate.
• Drive innovation, improvement and adoption of industry leading practices including open source, CI/CT/CD, cloud, microservices/container architecture.
• Set and execute technology direction for applications and services including package, SaaS, and custom developed solutions.
• Direct system design of highly scalable systems with native telemetry and monitoring in mind and enabling self-healing systems.
• Lead cross-departmental / cross-functional initiatives throughout broader organization.
• Deliver and support a portfolio of services to achieve business objectives.
• Direct the continual improvement of the enterprise-scale services.
• Ensure effective collaboration between technology teams.
• Develop and justify department budget, delivery and service performance, optimizing cost of service delivery, ensuring services are meeting or exceeding service levels.
• Develop and execute staffing strategy leveraging a mix of employees, managed services, and other partners to deliver departmental services.
• Engage in and drive cross organizational strategy, policies and processes.
• Hire, manage, and develop a team of directors and support them in building their teams.
• Lead team through change, motivating and inspiring teams to do their best work, and develop the team's knowledge and ability to deliver on its mission.
• Coach and mentor senior staff; ensure effective performance partnership processes are used to maximize engagement and performance.

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: Executive
• Industry: Telecommunications
• Education Level: Bachelor's degree