Senior Manager, Customer Experience
Senior Manager, Customer Experience
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$ 112900 - 203700
1 Vacancy
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!
Location: Hybrid 3 days in officeAre you passionate about creating worldclass customer experiences Do you thrive on leading teams building strategies and driving meaningful change At TMobile were not just changing wireless were redefining customer expectations. Were looking for a dynamic Senior Manager Customer Experience to help craft whats next.
In this role youll lead a team focused on delivering TMobiles digital experience strategy and transformation outcomes. Reporting to the Director of Digital Experience Design youll identify prioritize and drive key initiatives that simplify and elevate the digital customer journeywith a primary focus on commerce and support across service and care channels.
Working crossfunctionally with Product Technology Retail and Care youll uncover pain points translate insights into meaningful improvements and ensure measurable outcomes. Youll also track and optimize customer experience KPIs satisfaction effort and digital adoptionwhile developing scalable processes that ensure consistent highquality delivery.
If youre a collaborative leader who loves solving complex challenges this is your opportunity to make a big impact.
What Youll Do
- Lead and inspire a team through coaching career development and performance feedback.
- Develop and implement customer experience strategies aligned with TMobiles vision and customerfirst philosophy.
- Represent the voice of the customer at the leadership level to influence product and service design.
- Oversee complex crossfunctional projects from concept to execution ensuring seamless rollouts across channels.
- Identify process improvement opportunities and partner with internal teams to build customercentric solutions.
- Deliver clear concise communications on project status key metrics and team updates.
- Build strong partnerships with senior leaders across the enterprise to drive alignment and support.
- Champion postlaunch strategies that improve new commerce product and service experiences.
- Take on additional projects and responsibilities as needed were always evolving and we value fresh ideas.
What You Bring
- 47 years of experience in the wireless industry.
- 47 years of people leadership and team development experience.
- 2 years of experience identifying customer pain points designing solutions and ensuring implementation.
- Strong background in customer experience strategy process optimization and analytics.
- Strategic problem solver with a proven ability to influence and get results at all levels.
- Proficient in Microsoft Office; experience with SQL and analytics tools is a plus.
- Excellent communication problemsolving and project management skills.
- Bachelors degree or equivalent experience.
Why TMobile
At TMobile were fearless problem solvers and customer champions. We believe that when you bring your whole self to work and focus on delivering with heart innovation follows. This role offers a unique opportunity to lead with purpose make real impact and grow in a company thats revolutionizing the wireless experience.
Ready to join the Uncarrier movement Apply now and help us shape the future of customer experience.
- At least 18 years of age
- Legally authorized to work in the United States
Travel:
Travel Required (Yes/No): Light
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:
Senior Manager
Employment Type
Full-Time
