Director AI Customer Support

TMobile is in pursuit of exceptional talent to join our executive team. Were committed to excellence and innovation and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation inspiring collaboration fostering a positive company culture and achieving unparalleled success.

Job Overview
The Director of AI Customer Experience at TMobile plays a pivotal role in spearheading the development and implementation of generative AI technologies aimed at elevating the overall customer experience. This executive position is responsible for the entire lifecycle of AIdriven initiatives from conceptualization through deployment ensuring seamless integration and enhancement of customer interactions. By leading a crossfunctional team of AI experts and customer experience strategists they ensure that TMobile remains at the cutting edge of customer service innovation. Collaborative efforts with various internal stakeholders are crucial as they align these technological advancements with TMobiles strategic commitment to superior customer experiences. Their leadership is essential in sustaining TMobiles reputation as a frontrunner in customercentric technological innovation.

Job Responsibilities:

• Leads the development and implementation of generative AI technologies to enhance customer experience
• Manages the entire lifecycle of AIdriven initiatives from conceptualization to deployment
• Ensures seamless integration of AI solutions into customer service processes
• Directs a crossfunctional team of AI experts and customer experience strategists
• Collaborates with internal stakeholders to align AI advancements with strategic goals
• Upholds TMobiles reputation by innovating customercentric AI technologies

Education and Work Experience:

• Bachelors Degree Computer Science Artificial Intelligence or Related Field (Required)
• Masters/Advanced Degree Artificial Intelligence Data Science or Business Administration (Preferred)
• 710 years Leading the development and implementation of AIdriven technologies to enhance customer experience Required
• 47 years Managing crossfunctional teams in a technologyfocused organization Required
• 47 years Collaborating with internal stakeholders to align technological advancements with strategic business goals Preferred

Knowledge Skills and Abilities:

• Leadership Ability to lead crossfunctional teams in the development and implementation of AIdriven customer experience initiatives. (Required)
• Strategic Thinking Capability to conceptualize and strategize AI integrations that align with corporate goals to enhance customer satisfaction. (Required)
• Project Management Proficiency in overseeing projects from inception to completion ensuring they adhere to timelines scope and budgets. (Required)
• Analytics Strong analytical skills to assess data and AI performance metrics to drive improvements in customer experience. (Required)
• Technology Management Expertise in managing technological resources and innovations particularly in AI and machine learning applications. (Required)
• Collaboration Strong ability to collaborate with various stakeholders including technology teams business units and external partners to drive customercentric solutions. (Required)
• Communication Excellent communication skills for effectively conveying information across all levels of the organization and with external partners. (Required)
• Change Management Skills in managing and leading change within an organization ensuring smooth transition and adoption of new technologies. (Preferred)
• Customer Focus: Strong focus on customer needs and the ability to translate those needs into actionable AIdriven solutions. (Required)
• Business Acumen Deep understanding of business operations and how AI can be leveraged to enhance customer experience and organizational efficiency. (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States
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• Travel:
  Travel Required (Yes/No):No
  
  DOT Regulated:
  DOT Regulated Position (Yes/No):No
  Safety Sensitive Position (Yes/No):No
  

Base Pay Range: $207100 $280100

Corporate Bonus Target: 25

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as qualifications and experience so the actual starting pay will vary within this range. Most Corporate employees are eligible for a yearend bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year.

At TMobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and parttime employees have access to the same benefits when eligible. We cover all of the bases offering 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 fulltime employees and about 2.5 weeks for new parttime employees annually paid parental and family leave family building benefits backup care enhanced family support childcare subsidy tuition assistance college coaching short and longterm disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary longterm care insurance. We dont stop there eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about TMobiles amazing benefits check out .

Never stop growing!
As part of the TMobile team you know the Uncarrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

TMobile 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 Uncarrier. 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 or calling. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to nonaccommodation related requests.