Sr Program Manager, Workforce Management

T-Mobile • Frisco, TX

2d • $83,500 - $150,700

About The Position

This role shapes the next generation of Workforce Management for Global Care, emphasizing data, reporting, and automation. It leads cross-functional programs to modernize manual planning processes, including reporting infrastructure, workflow automation, and data integration across tools such as Power BI, SharePoint, and Verint. The position also supports traditional Workforce Management program responsibilities, including influencing ramp strategy, reporting overtime target hours, providing shrinkage guidance, and supporting intraday productivity.

Success is measured by effective program delivery, adoption of improved reporting and automation solutions, stronger data-driven decision-making, and reduced need for manual, senior-level intervention in day-to-day planning work.

Requirements

• Bachelor's degree plus 5 years of related work experience, or an advanced degree with 3 years of related experience.
• Acceptable areas of study include Business, Finance, Economics, Sales, or a related field.
• 4–7 years of experience in organizational programs, project management, analytics, systems, or a related area.
• 2–4 years of supervisory or program-management experience.
• Demonstrated ability to lead complex initiatives across multiple teams and stakeholders.
• Ability to interpret operational and reporting data, identify trends, and translate findings into business recommendations.
• Ability to translate between business and technical audiences and communicate complex information clearly.
• Ability to understand how data, technology, processes, people, and business decisions interact and design scalable solutions.
• Ability to gather requirements, define business needs, partner with technical teams, and translate data into actionable recommendations.
• Experience managing or supporting program budgets and investment decisions.
• At least 18 years of age.
• Legally authorized to work in the United States.

Nice To Haves

• Hands-on SQL experience querying, transforming, validating, and troubleshooting data.
• Power BI experience building data models, dashboards, visualizations, and back-end reporting solutions.
• Demonstrated experience identifying manual processes and developing scalable workflow automation using tools such as Power Automate, Power Apps, VBA, scripting, AI-assisted development, or comparable technologies.
• Experience with relational databases, data structures, data quality, troubleshooting, and enterprise data platforms such as Snowflake, Databricks, or comparable technologies.
• SharePoint-based solution design, including workflow, intake, ticketing, document, or knowledge-management solutions.
• Experience with Verint or other Workforce Management platforms.
• Experience in Workforce Management, contact-center operations, or workforce analytics.
• Experience with APIs, integrations, user acceptance testing, and production implementation.
• Familiarity with AI-enabled tools supporting automation, analytics, and decision support.
• Experience with Microsoft Project, Workfront, Airtable, or comparable project/work-management tools.

Responsibilities

• Lead complex, cross-functional Workforce Management initiatives from discovery and requirements through implementation, adoption, and continuous improvement.
• Partner with data, reporting, and IT teams to improve business intelligence, automation, and workflow capabilities across tools such as Power BI, SharePoint, and Verint.
• Develop and support reporting and decision-support solutions that reduce reliance on manual data pulls, recurring report creation, and senior-level intervention.
• Analyze operational and reporting data to identify trends, risks, opportunities, and actionable recommendations that inform workforce planning decisions.
• Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI-enabled tools, or other appropriate enterprise technologies.
• Support the ongoing health, accuracy, adoption, and continuous improvement of Workforce Management reporting, data, and automation solutions as business needs evolve.
• Translate business needs into technical requirements and communicate complex data, findings, risks, and recommendations clearly to technical teams, business partners, and leadership.
• Manage program changes, dependencies, risks, vendor relationships, and cross-functional partnerships to ensure timely and effective delivery.
• Influence ramp strategy, report overtime target hours, provide shrinkage guidance, and support intraday productivity.

Benefits

• Competitive base salary and compensation package
• Annual stock grant
• Employee stock purchase plan
• 401(k)
• Access to free, year-round money coaches
• Annual bonus or periodic sales incentive or bonus, depending on role and eligibility
• 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 and home internet discounts for eligible employees
• Pet insurance for eligible employees
• Commuter and transit programs for eligible employees

What This Job Offers

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