Principle Customer Experience Manager

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 Overview
The Principal Customer Experience Manager has a customer centric obsession that guides their actions in defining and orchestrating the customer experience at TMobile. This role is a critical team member in shaping TMobiles Retail and Enterprise Go to Market strategies. The candidate will have demonstrated strength in strategic direction & analysis existing expertise in GoToMarket activities strong understanding of business architecture and skill in leveraging functional and organizational interdependencies to drive success in current and future projects. This role will create define and improve how people processes and technology interact to perform the fundamental activities of the business in both current and future states. Ability to model these interactions to guide technology and requirements strategy to better achieve the critical goals and objectives of the business. Responsibilities will include; developing comprehensive plans for sharing customer insights with business partners to influence change; manage and solve customer pain points and escalations through process improvement; collaborate and communicate with crossfunctional partners stakeholders and leadership to deliver an Uncarrier experience to every customer. Additionally they will work crossfunctionally to understand the linkage between TMobiles business goals and defining Customer and Frontline experiences to maximize TMobile success.

Job Responsibilities:

• Work crossfunctionally to understand the linkage between TMobiles business goals business architectures and requirements frameworks. Proactively identify customer experience opportunities identify root cause and drive solutions through crossfunctional teams. Provide coaching feedback and recommendations across the Enterprise and in partnership with other Lines of Business to enhance customer experience performance.
• Seek to understand how people processes and technology interact to perform the fundamental activities of the business in both current and future states. Model these interactions to guide technology strategies to better achieve the strategic goals and objectives of the business.
• Capture the tactical and strategic business goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance. Enumerate analyze catalog and suggest improvements to the strategic core and support processes of the business unit as needed to support strategic and operational goals.
• Elevate service interaction metric results to match sales interaction metric performance by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance.
• Subject matter expert for new initiative launches on all customer experience considerations before during and after launch; continual monitoring of evolving customer experience with course corrections as needed. Expert driving TPR knowledge experience and execution for new products and offers to drive increased experience performance
• Direct liaison with Field Leadership/Operational teams to inform experience strategy (channel crosschannel) tools and frontline needs. Propose strategy ideas and recommendations to Field and HQ Executive leadership during frequent interactions.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• Bachelors Degree or additional relevant work experience may be considered in lieu of degree. (Required)
• 4 years project or program management (Required)
• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)
• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Required)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail Dealer Care Telesales Business to Business) (Preferred)
• Proven leader in establishing innovating and improving customer and frontline experience processes (Preferred)
• 8 years experience in process design/management including proven success in process design optimization analysis and documentation (Required)

Knowledge Skills and Abilities:

• The ability to articulate the relationship between business strategy customer experience and technology strategies (Required)
• Demonstrated history of solving complex initiatives requiring creative solutions to meet aggressive time frames (Preferred)
• The ability to recognize structural issues within the organization functional interdependencies and crosssilo redundancies. Those issues may exist in role alignment process gaps and overlaps and business capability maturity gaps (Required)
• Deep understanding of GoToMarket Process and established relationships with key business partners (Preferred)
• A broad enterprisewide view of the business and varying degrees of appreciation for strategy processes and capabilities enabling technologies and governance (Required)
• Expertise and proven confidence presenting to Sr. Leadership (Preferred)
• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problemsolving skills are necessary (Required)
• Excellent communication skills both written and oral and the ability to convey results in a summarily and persuasive manner (Required)
• Fluency in the use of all MS Office applications (Required)

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

Base Pay Range: $96200 $173600

Corporate Bonus Target: 20%

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.