Sr Product & AI Realization Customer Experience Manager

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!

Job Overview
The Customer Service Operations Support team has recognized a need for end-to-end management of both functional products and service programs delivered across our customer touch points. Product launches, service programs, and operational initiatives require execution ownership to ensure optimal overall Customer Experience through frontline delivery. This requires definition, delivery, and execution of clear and consistent Customer Experience standards, business processes and policies, and deployment efforts. This position is responsible for employing TMUS' Customer Experience guiding principles and customer commitments to deliver the differentiated TMUS Customer Experience across all channels through managing a team of managers and/or analysts to support and improve the Customer Experience delivered by our frontline employees. Coaching and developing each manager and/or analyst on the team is a key function of this role.

Job Responsibilities:

• Provide coaching, feedback, project guidance to other team members
• Oversee and direct departmental strategy and roadmap and represent needs at leadership meetings
• Oversee the execution of analysis and resolution of product issues impacting customers and employees
• Prepare departmental communications and provide status for key projects and metrics
• Oversees teams and/or manages the execution of creating business process mapping and documentation
• Build key relationships with internal/external business partners
• Guides team to proactively find Customer Experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services

Education:

• Bachelor's Degree Business or Technical ()

Work Experience:

• 2-4 years Wireless experience. ()
• 2-4 years Leadership experience. ()
• 2-4 years Analytical experience. ()
• 2-4 years Wireless experience. ()
• 2-4 years Analytical experience. ()
• 2-4 years Project management experience. ()
• 4-7 years Leadership experience. ()

Knowledge, Skills and Abilities:

• Leadership (Required)
• Analytics (Required)
• Customer Service (Required)
• Project Management (Preferred)
• Wireless (Preferred)

Licenses and Certifications:

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

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

Washington Pay Range : $103,800.00 - $140,500.00

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.
If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/
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.