Sr Frontline Experience Manager
About The Position
This role drives the design and delivery of frontline experiences that enhance customer satisfaction and expert empowerment across channels. It leads the development and execution of readiness strategies, ensuring alignment with cross-functional partners and operational standards. The role serves as a key escalation point for frontline issues and influences stakeholders to adopt and execute readiness plans effectively. Success is measured by the seamless implementation of initiatives, improved expert preparedness, and continuous optimization based on data and feedback. The work impacts organizational performance by improving frontline effectiveness and delivering consistent, scalable customer experiences.
Requirements
- Bachelor's Degree (Preferred)
- 2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels (Required)
- 2-4 years Analytical experience (Required)
- 2-4 years Leadership experience or similar cross-functional program leadership role (Required)
- 2-4 years Project or program management experience (Preferred)
- Customer Service Knowledge of frontline roles and responsibilities and customer support processes (Required)
- Process Management Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction (Required)
- Customer Escalation Management (Required)
- Analytical Review (Required)
- Cross Functional Relationships Engage with many groups, including Care, Retail, Marketing, Legal, IT, etc. (Required)
- Team Leadership (Required)
- Microsoft Office Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
- Business Strategy (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Responsibilities
- Lead the design and delivery of frontline experiences for high-visibility initiatives to improve customer and expert outcomes
- Develop and execute end-to-end readiness strategies including training, communications, tools, and support models to ensure expert preparedness
- Integrate digital tools and automation into frontline workflows to enhance efficiency and expert capabilities
- Analyze data and feedback to identify pain points and drive continuous improvement in frontline and customer experiences
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- Competitive base salary and compensation package
- Annual stock grant
- Employee stock purchase plan
- 401(k)
- Access to free, year-round money coaches
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending account
- Paid time off
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
