Sr. Manager, Customer Experience

T-Mobile • Bellevue, WA

1d

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Are you passionate about crafting best-in-class customer experiences? Do you flourish with leading teams, building strategies, and driving relevant change? At T-Mobile, we’re not just changing wireless, we’re redefining customer expectations. We're looking for a multifaceted Senior Manager, Customer Experience, to help craft what’s next. In this role, you’ll lead a team passionate about delivering T-Mobile’s digital experience strategy and transformation outcomes. Reporting to the Director of Customer Experience you'll identify, prioritize, and drive key initiatives that simplify and elevate the digital customer journey—with a primary focus on service, and support across assisted channels. Working cross-functionally with Product, Technology, Retail, and Care, you’ll uncover difficulties, translate insights into relevant improvements, and ensure measurable outcomes. You'll also track and optimize customer experience KPIs, satisfaction, effort, and digital adoption—while developing scalable processes that ensure consistent, high-quality delivery. If you're a collaborative leader who loves solving sophisticated challenges, this is your chance to define a big impact.

Requirements

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 4–7 years of experience in the wireless industry.
• 4–7 years of people leadership and team development experience.
• 2+ years of experience identifying customer difficulties, designing solutions, and ensuring implementation.
• Strong background in customer experience strategy, process optimization, and analytics.
• Strategic problem solver with a proven track record to influence and get results at all levels.
• Proficient in Microsoft Office; experience with SQL and analytics tools is a plus.
• Excellent communication, problem-solving, and project management skills.
• Microsoft Office (Required)
• SQL (Required)
• Analytics (Required)
• Leadership (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Responsibilities

• Lead and encourage a team through mentor, career development, and performance feedback.
• Develop and implement customer experience strategies aligned with T-Mobile’s vision and customer-first philosophy.
• Represent the voice of the customer at the leadership level to influence product and service build.
• Oversee sophisticated, cross-functional projects from concept to execution, ensuring flawless rollouts across channels.
• Identify process improvement opportunities and partner with internal teams to build customer-centric solutions.
• Deliver clear, concise communications on project status, key metrics, and team updates.
• Build positive relationships with senior leaders across the enterprise to drive alignment and support.
• Champion post-launch strategies that improve new commerce, product, and service experiences.
• Tackle additional projects and responsibilities as needed, we’re always evolving, and we value fresh ideas.

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
• medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager