Customer Experience Manager, Product Realization

Be unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!

System experts that understand the needs of the frontline and can translate this into a language that our EIT & Engineering partners can act upon to deliver enhancements that modernize/improve the Frontline system experience.

Job Responsibilities:

• Develop and deliver an exceptional Frontline system experience in support of enterprise strategy by applying deep subject matter expertise of systems and platforms to execute on program and/or system level initiatives.
• Own and drive cross functional issue resolution and critical problem management efforts impacting multiple lines of business and applications. Serve as a departmental lead for specific product portfolios whether funded through capital or operational investment. This role is ultimately responsible for planning and preparation for any change that impacts the Frontline system experience.
• Apply understanding of a particular technical platform that serves a critical portion of the business to contribute to planning for scalability, sustainability, and future development of systems and solutions.
• Interact with departmental leadership teams and act as a liaison between cross-functional technical and Frontline organizations in support of system requirements, design strategies, and successful implementations from concept through launch, and ongoing production support.
• "Lead medium to large initiatives to improve the systems, user experience, related procedures, and customer satisfaction.
• Manage the Frontline systems experience throughout product and production lifecycle. Includes cross-functional product ownership, implementation and launches, and ongoing support. Lead adhoc teams to effective management of complex, cross-functional system issues."
• Create, own, and/or approve technical documentation including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures. Able to teach these skills to others.
• Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the systems, user experience, and overall customer satisfaction.
• "Communicate with leadership, business partners, and stakeholders on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.
• Prepare communications for executive and business sponsor audiences on user acceptance test status, system launch readiness, disruptive events, and issues summaries."
• Define and communicate prioritization based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as an escalation point to resolve stakeholders’ conflicts in priority.
• Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource to Associate Product Mangers.

Education:

• BS in Quantitative field or equiv experience

Work Experience:

• Business Systems Analyst Certification (preferred)
• 1-2 yrs management of people or processes
• 3-5 yrs wireless supporting Care or Retail

Knowledge, Skills and Abilities:

• 2-4 years analysis or systems production support, including Problem Management
• Competence with multiple software development lifecycles, i.e. RUP, SCRUM, Waterfall
• Customer Service (Required)
• Process Management (Required)
• Project Management (Required)
• Team Leadership (Required)
• Microsoft Office (Required)

• 
  At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):No
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Washington Pay Range : $87,600.00 - $118,500.00

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile’s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/

Never stop growing!
T-Mobile doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward.
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T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.