Sr Customer Experience Manager â Broadband Products & Services
Sr Customer Experience Manager â Broadband Products & Services
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$ 79900 - 144100
1 Vacancy
Job Description
At T-Mobile 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 wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!
Hybrid work environment (3 days in the office)Be Unstoppable with Us.
At T-Mobile we dont just connect peoplewe empower them. Were looking for bold thinkers relentless problem-solvers and customer-obsessed innovators who are ready to reimagine wireless and beyond. If youre passionate about making things better for customers and employees alike this is the place for you.
The Broadband Customer Experience (CX) team is on a mission to deliver an exceptional end-to-end experience across all customer touchpoints. As a Customer Experience Manager youll play a critical role in shaping the way T-Mobile launches products and service programsensuring they meet customer expectations and frontline needs from day one. Youll own execution across customer-facing channels partnering across the business to remove friction improve operations and bring the Un-carrier experience to life.
What Youll Do:
- Drive CX strategy and represent the Broadband CX team in cross-functional and senior leadership forums.
- Lead the resolution of complex product and service issues impacting our customers and employees.
- Communicate key project updates insights and performance metrics to stakeholders at all levels.
- Guide teams in developing business process documentation that supports seamless operational delivery.
- Build strong relationships with internal and external partners to drive alignment and collaboration.
- Proactively identify pain points and design solutions that elevate the customer experience and support post-launch success.
- Jump in on other critical projects that support T-Mobiles transformation and growthbecause thats what Un-carriers do.
The Experience Youll Bring:
Education:
- Bachelors degree in Business Technology or a related field (preferred).
Experience:
- 24 years of experience in the wireless industry (required); deeper experience is a plus.
- 24 years of leadership experience (required); 47 years preferred.
- Background in analytics project management and/or customer experience improvement.
Skills:
- Strong leadership communication and stakeholder management skills.
- Analytical thinker with a passion for solving real-world customer problems.
- Skilled in process improvement and comfortable navigating complex systems and teams.
- Experience in customer service wireless operations or launching new products/services is a bonus.
Why T-Mobile
Were not just a companywere a movement. We work hard play hard and dont settle for status quo. We offer competitive pay amazing benefits a culture of learning and growth and the chance to make a real impact.
Join us and help shape the future of customer experience at the Un-carrier.
At least 18 years of age
Legally authorized to work in the United States
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 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 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 T-Mobile 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 part-time 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 full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term 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 T-Mobiles amazing benefits check out.Never stop growing!
As part of the T-Mobile team you know the Un-carrier 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!
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 or calling 1-. 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.
Required Experience:
Manager
Employment Type
Full-Time
