Sr System Experience Manager
About The Position
This role ensures the effective management and enhancement of a critical frontline system experience supporting enterprise strategy and business operations. It involves applying subject matter expertise to execute program and system-level initiatives, focusing on scalability, sustainability, and future development. The role leads cross-functional issue resolution and problem management efforts impacting multiple business lines and applications. Success is measured by the seamless implementation of system changes, stakeholder satisfaction, and the stability of ongoing production support. The work directly influences organizational efficiency and customer experience through strategic system planning and execution.
Requirements
- High School Diploma/GED (Required)
- 3-5 years of wireless experience, within or supporting Care or Retail
- 2-4 years of analysis or systems production support, including Problem Management
- 1-2 years of people leadership or business process management
- Microsoft Office Proficient in Excel, Word, PowerPoint, Visio (Required)
- Software Development Life Cycle (SDLC) Competence with multiple software development lifecycles, i.e. RUP, SCRUM, Waterfall (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Responsibilities
- Manage the frontline system experience throughout project and production lifecycles to ensure effective implementation and ongoing support
- Lead cross-functional teams to resolve complex system issues impacting multiple business lines and applications
- Communicate progress, disruptions, and issue summaries to leadership and stakeholders to maintain alignment with strategy
- Drive initiatives to improve system functionality, user experience, and customer satisfaction through strategic enhancements
- Evaluate and contribute to the design of strategic solutions and architectural direction to support system improvements
- Create, review, and approve technical documentation including process documents, impact assessments, and support procedures
- 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
Senior
Education Level
High school or GED
