Customer Experience & Escalations Manager

T-MOBILE USA, Inc.; Overland Park (KS); On-site; USD 63,000 - 124,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Money coaches

Job summary

T-Mobile USA, Inc. is seeking to enhance the customer experience by directing teams and resolving issues to meet requirements. The role involves communicating with end-users for timely updates and collaborating with cross-functional teams to deliver optimal business solutions.

The position emphasizes leadership in guiding operations during service-impact events and improving processes for a smooth customer journey across strategic business customers.

Qualifications

• High School Diploma/GED (Required)
• 2-4 years - Managing Technical Porjects
• Less than 2 years - Reporting Experience

Responsibilities

• Monitor progress toward resolution of customer problems and manage escalations.
• Analyze process flow and tools to identify improvements for a painless customer experience.
• Acquire resources to resolve sensitive or chronic troubles and minimize escalations.
• Provide timely feedback to management on customer trends and needs.

Skills

Business Planning

Task Management

Product Knowledge

Root Cause Analysis

Communication

MS Office Suite

Presentations

Education

High School Diploma/GED

Managing Technical Porjects

Reporting Experience

Job description

T-Mobile USA, Inc. is seeking to enhance the customer experience by directing teams and resolving issues to meet requirements. The role involves communicating with end-users for timely updates and collaborating with cross-functional teams to deliver optimal business solutions.

The position emphasizes leadership in guiding operations during service-impact events and improving processes for a smooth customer journey across strategic business customers.