Channel & CX Programs Strategy Lead

T-MOBILE USA, Inc.; Frisco (TX); On-site; USD 107,000 - 193,000; Full time

Job summary

T-Mobile USA, Inc. is seeking a senior contributor to align Customer Experiences improvements with business strategy and drive desired outcomes.

You will manage CX design, performance, and channel programs, collaborating with leadership, operations, finance, and HR to ensure cohesive execution. Success is measured by improvements in onboarding, NPS, sentiment, and operational excellence, with alignment to strategic goals across field and headquarters teams.

Qualifications

• High School Diploma/GED (Required)
• 7+ years of experience in sales operations, strategy, and/or program management. Tech industry preferred. (Preferred)
• Retail/wireless sales/service experience a plus (Preferred)

Responsibilities

• Develop analytics-driven sales compensation recommendations to support business initiatives and align sales behaviors with strategy
• Partner with functional groups to identify field challenges and develop national solutions and tactics
• Translate business strategy into actionable tactics and provide clear explanations to field employees
• Create communication tools to support change management and prepare field teams for program launches
• Collaborate with technical partners to ensure systematic execution and assist with system design as needed
• Present strategic insights and influence senior leadership to achieve business objectives
• Also responsible for other duties/projects as assigned by business management as needed

Skills

Business Analysis

Communication

Leadership

Negotiation

Program Management

Retail Management

Risk Management

Sales Strategy Development

Stakeholder Management

Strategic Thinking

Education

High School Diploma/GED

Job description

T-Mobile USA, Inc. is seeking a senior contributor to align Customer Experiences improvements with business strategy and drive desired outcomes.

You will manage CX design, performance, and channel programs, collaborating with leadership, operations, finance, and HR to ensure cohesive execution. Success is measured by improvements in onboarding, NPS, sentiment, and operational excellence, with alignment to strategic goals across field and headquarters teams.