Sr. Manager, Contact Interactions Analytics

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!

Job Overview

The Sr. Manager Contact Interaction Analytics leads a team of speech analytics managers and analysts who deliver actionable insights from contact center interactionsincluding call recordings speech analytics messaging and social interactions. This leader shapes the long-term analytics vision for the Consumer organization by applying advanced analytical techniques including speech analytics data science machine learning and business intelligence to drive superior customer experiences.

This role serves as the enterprise subject matter expert for contact interaction data owning the configuration and optimization of speech analytics platforms AI Speech Tools and capabilities and building executive-level narratives from complex analyses. The Sr. Manager partners cross-functionally with marketing product operations and Customer Service training teams influencing strategy through data-driven storytelling and a deep understanding of the customer journey.

Job Responsibilities

• Lead and develop a team of speech analytics managers and analystsowning coaching performance management hiring staffing and professional development. Build a culture of analytical excellence continuous improvement and measurable business impact.

• Own the end-to-end project lifecycle: intake analyst assignment workload balancing data collection oversight analysis execution and final delivery. Maintain a balanced team workload by managing day-to-day production and forecasting upcoming project demand.

• Configure and optimize the enterprise speech analytics platform (e.g. CallMiner) to drive insights into interaction drivers across the business. Lead analysis plan development database querying (MS SQL Teradata Azure Snowflake) data validation and data cleansing.

• Serve as a key point of contact for enterprise data and reporting solutionsdelivering dashboards reports visualizations and self-service environments that define product and campaign success metrics and benchmarks.

• Apply advanced analytical and statistical modeling capabilities to enhance decision-making and present prioritized data-driven recommendations to all levels of the organization including senior leadership.

• Construct executive-level presentations and distill complex analytical findings into clear concise and decision-impacting communications. Influence policy procedure and business practices through fact-based storytelling.

• Interact with and provide insights to teams across T-Mobileincluding marketing product platform and Customer Servicedelivering data-driven recommendations that optimize customer and employee experiences.

• Provide or manage subject matter expertise for strategic projects operational support and Customer Service training curriculum development. Analyze productivity reports and team processes regularly to improve efficiency and effectiveness.

• Communicate business strategies and results frequently to both direct and indirect employees. Build strong productive relationships within the team and across support functions.

• Bachelors degree in a quantitative or computer-related field (mathematics statistics econometrics operations research computer science data science linguistics or equivalent) Required

• Advanced degree (Masters or PhD) in a related quantitative field Preferred

Work Experience

• 7 years of related analytics work experience with a Bachelors degree OR 5 years with an advanced degree Required

• 47 years solving analytical problems using quantitative approaches (data science statistics machine learning) Required

• 47 years of reporting and data visualization experience (Tableau Power BI or equivalent) Required

• 34 years managing a team of analytics or speech analytics professionals with full people leadership responsibilities Required

• 3 years of experience with customer journey analytics or contact center interaction analytics Required

• Advanced SQL analysis of complex datasets across multiple platforms (MS SQL Teradata Azure Snowflake) Required

• 47 years of experience with Python R or similar data science programming language Preferred

• Experience in telecommunications Preferred

• Advanced Analytics (Required)

• Speech & Interaction Analytics (CallMiner or equivalent) (Preferred)

• SQL & Database Query (MS SQL Teradata Azure Snowflake) (Required)

• Statistical Data Analysis (Required)

• Data Visualization & Reporting (Tableau Power BI) (Required)

• Data Storytelling & Executive Presence (Required)

• Business Acumen & Strategic Thinking (Required)

• Customer Journey Analytics (Required)

• Stakeholder Management & Cross-functional Influence (Required)

• People Leadership & Team Development (Required)

• Microsoft Office (Excel PowerPoint highly proficient) (Required)

• Python R or similar programming language (Preferred)

• Financial Modeling (Preferred)

• Agentic AI AI Adoption and AI Business Strategy - Preferred

• 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: $122900 - $221800

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 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.