Sr Manager Retail Experience Design
Sr Manager Retail Experience Design
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Job Description
At TMobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package this is Total Rewards. Employees enjoy multiple wealthbuilding opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free yearround money coaches. Thats how were UNSTOPPABLE for our employees!
Job OverviewTMobile is redefining the future of retail by seamlessly blending physical human and digital elements to deliver transformative personalized customer experiences. As part of the Retail Experience Design team the Sr. Manager Customer Experience plays a pivotal role in crafting and optimizing digitally enabled expertsupported customer journeys that span from previsit engagement through postpurchase loyalty.
This role leads strategy and for assisted journey mapping digital engagement design guided consultation models and postpurchase retention solutions. This leader will champion an integrated approach that blends selfservice AI personalization and expertled service to ensure highvalue retail interactions that enhance brand loyalty increase sales efficiency and shape longterm customer behavior.
This role is ideal for a strategic and systems thinker who excels in designing intuitive customer experiences bridging digital and physical service and innovating with technology to elevate human interaction. Youll work crossfunctionally to develop and implement scalable solutions that not only serve todays customers but also shape the future of TMobiles retail experience strategy.
Job Responsibilities:
Provide coaching feedback and project guidance to employees emphasizing digitalfirst engagement models and innovative customer interaction strategies.
Oversee and direct departmental strategy and roadmap ensuring alignment with personalized assisted shopping journeys and representing needs at leadership forums.
Oversee the of analysis and resolution of product issues impacting customers and employees blending human expertise with digital tool optimization.
Prepare departmental communications and provide status for key projects and metrics and customer engagement initiatives.
Oversees teams and/or manages the of creating business process mapping and documentation that integrates digitalfirst tools assisted journey frameworks and seamless instore experiences.
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 and Work Experience:
Bachelors Degree in Business Technical field or equivalent experience.
47 years Wireless experience required. Required
47 years Leadership experience. Required
47 years Analytical experience. Required
Knowledge Skills and Abilities:
Microsoft Office (Required)
SQL (Required)
Analytics (Required)
Leadership (Required)
Management (Preferred)
Customer Service (Preferred)
Employee Development (Preferred)
Technology (Preferred)
Preferred Qualifications
Experience: 4 years in customer experience service design digital product retail transformation or related fields.
Journey & Experience Design Expertise: Strong capability in mapping and orchestrating complex customer journeys across digital and physical channels.
Strategic Acumen: Demonstrated ability to translate customer needs and business objectives into innovative operational strategies.
Technology Fluency: Familiar with customer data platforms AI technologies and digital experience tools that personalize and optimize retail service.
CrossFunctional Leadership: Skilled at building alignment and driving across product design ops and training organizations.
Communication & Influence: Excellent at presenting strategies building business cases and influencing senior stakeholders.
CustomerFirst Mindset: Passionate about delivering exceptional customer experiences through innovation insight and empathy.
Industry experience in telecom retail or digital consumer services.
Familiarity with agile product development and rapid prototyping in a retail context.
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
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 work location qualifications and experience so the actual starting pay will vary within this range.
At TMobile employees in regular nontemporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. 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. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location 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.
Required Experience:
Manager
Employment Type
Full-Time
