Business Analysis Manager Care Voice of the Customer Program Support

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!

** This is not a remote position. T-Mobile is a hybrid work environment requiring work in the office three (3) days per week. The successful candidate will be located in the greater Seattle Washington or Frisco Texas area.**


Job Overview
This role supports the Care Voice of Customer (VOC) program spanning Internal and Global Care Messaging and Social channels. The Business Analysis Manager is responsible for ensuring the accuracy consistency and overall health of Care VOC programs through the implementation and ongoing monitoring of health checks proactive issue identification and resolution and close partnership with key stakeholders who rely on Care VOC insights.
This role plays a hands-on part in day-to-day operations including managing and resolving tickets from frontline teams to ensure timely support and program parallel the role continuously evaluates opportunities to improve efficiency streamline processes and enhance the effectiveness of VOC programs.

The Business Analysis Manager leads data mining business intelligence and reporting efforts to deliver actionable insights and recommendations. The role collaborates closely with cross-functional partners to conduct analysis that supports business improvements operational decision-making and performance management. Success is measured by the accuracy reliability and business impact of KPIs and insights that inform resource prioritization performance benchmarks and customer experience strategies.

Job Responsibilities:

• Monitors the health and stability of the Care VOC KPIs. Partners cross-functionally with stakeholders forntline teams and with vendors to resolve issues
• Provide insights and recommendations that optimize business experiences through cross-functional collaboration and data analysis
• Develop and maintain data and reporting solutions including dashboards reports and self-service tools to support enterprise goals
• Participate in the design and administration of reporting structures and interfaces for standardized use across teams
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelors Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience (Required)
• Acceptable areas of study include Data analysis data science similar quantitative fields or equivalent practical experience (Required)
• 4-7 years Working experience solving analytical problems using quantitative approaches (Required)
• 4-7 years Working experience reporting and analyzing performance & dta visualization (Tableau Power BI etc.) (Required)
• 4-7 years Working experience in advanced analytics which includes SQL analysis of complex datasets competitive analysis quantitative analysis & research (Required)
• Working experience with Python R Go or similar statistics or data science language preferred. (Preferred)
• Telecommunications (Preferred)

Knowledge Skills and Abilities:

• Data Analysis Exceptional at using wide ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment. (Required)
• Problem Solving (Required)
• Communication Ability to manage relationships influence and communicate complicated analysis logic and solutions in a clear and concise manner and provide decision support analysis and recommendations that help to drive effective execution of initiatives. (Required)
• Financial Modeling (Required)

#LI-Corporate

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $77900 - $140500

Corporate Bonus Target: 15%

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.