Broadband Customer Experience Manager

T-MOBILE USA, Inc.; Overland Park (KS); Hybrid; USD 67,000 - 122,000; Full time

Job summary

T-Mobile is seeking a Broadband Customer Experience Manager to oversee the development and execution of broadband products and services. This hybrid role requires strong project management skills, customer service experience, and the ability to lead cross-functional teams. The ideal candidate will have a background in wireless support and a passion for enhancing customer experiences.

Benefits

401(k)

Stock plans

Paid time off

Parental leave

Family benefits

Discounts

Qualifications

• High School Diploma/GED; Bachelor’s degree preferred.
• At least 2 years of wireless experience supporting retail, care, or LOB channels.
• Minimum 2 years in project, program, or process management.

Responsibilities

• Develop and own comprehensive execution plans for major initiatives impacting the front line.
• Ensure completion of all pre-launch actions and support during launch.
• Foster relationships with key external organizations to understand channel and customer needs.

Skills

Customer Service

Project Management

Leadership

Microsoft Office

Education

High School Diploma/GED

Bachelor’s degree

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees receive competitive compensation and numerous wealth-building opportunities, including annual stock grants, employee stock purchase plans, 401(k), and access to financial coaching. We are committed to being UNSTOPPABLE for our employees!

Role Overview

The Broadband Customer Experience Manager (CEM) plays a crucial role in developing and maintaining broadband products, services, and programs across sales, care, and engineering channels. The role involves active participation in enterprise-wide and specific project teams, ensuring all customer-impacting changes are well-planned and executed flawlessly. The CEM advocates for the customer and supports front-line employees, ensuring alignment on design, readiness, and post-launch resolution. This position is hybrid, requiring in-office presence at least 3 days a week.

Main Responsibilities

1. Develop and own comprehensive execution plans for major initiatives impacting the front line, presenting to senior leadership and sales teams.
2. Ensure completion of all pre-launch actions, support during launch, and post-launch follow-up.
3. Own requirements across all customer-facing channels for project activities from concept to implementation.
4. Lead and make trade-off decisions, ensuring detailed scenarios, risks, and solutions are well-evaluated.
5. Coordinate with cross-functional teams to align solutions with customer experience drivers.
6. Foster relationships with key external organizations to understand channel and customer needs.
7. Serve as a subject matter expert on enterprise-wide projects, ensuring integration and alignment.
8. Lead technical solution discussions with cross-functional teams.
9. Partner with marketing and product development to influence solutions positively.
10. Address complex operational problems with simplified, effective solutions.
11. Define and support the sales and care channel support models.
12. Ensure seamless implementation of new products/services, adhering to standards.
13. Identify and mitigate potential issues proactively.
14. Produce and mentor others in high-quality project documentation.
15. Document lessons learned for future projects.
16. Perform other duties as assigned.

Qualifications

1. High School Diploma/GED; Bachelor’s degree preferred.
2. At least 2 years of wireless experience supporting retail, care, or LOB channels.
3. Minimum 2 years in project, program, or process management.
4. Customer service experience of at least 2 years.
5. Leadership experience in a customer service environment is preferred.
6. Proficiency in Microsoft Office suite.
7. Must be at least 18 years old and legally authorized to work in the U.S.

Additional Details

Travel: No
DOT Regulated: No
Safety Sensitive: No

Base Pay Range: $67,400 - $121,600
Bonus Target: 15%

Benefits include medical, dental, vision, 401(k), stock plans, paid time off, parental leave, family benefits, discounts, and more. For details, visit www.t-mobilebenefits.com.

We foster growth and value diversity. T-Mobile is an Equal Opportunity Employer. Accommodation requests can be sent to [e-mail].