Customer Experience Lead - Cross-Channel Launch & Readiness

T-MOBILE USA, Inc.; Frisco (TX); On-site; USD 67,000 - 122,000; Full time

Benefits offered by this job

Life insurance

Vision insurance

Flexible benefit account

Paid time off

Paid holidays

Tuition assistance

401(k)

Job summary

T-Mobile USA, Inc. is seeking a Customer Experience Manager (CEM) to drive the planning and readiness for customer-facing initiatives across Sales and Care channels.

You will lead the front-line preparation, coordinate with senior leaders, and ensure alignment on design prior to requirements and through post-launch resolution. In this role you’ll own execution plans, manage cross-functional teams, and advocate for the customer experience while partnering with Marketing, Product Development, and

Qualifications

• Customer Service is required.
• Process Management is required.
• Project Management is required.
• Team Leadership is required.
• Microsoft Office proficiency required.

Responsibilities

• Develops and owns execution plans for major initiatives impacting the front line.
• Accountable for actions prior to launch, during launch, and post-launch follow-up.
• Owns requirements for all customer-facing channels across project activities.
• Leads cross-functional teams and evaluates risks to select solutions.
• Fosters relationships with Marketing, Product Development, PMO, Finance, IT to align on customer needs.

Skills

Customer Service

Process Management

Project Management

Team Leadership

Microsoft Office

Education

High School Diploma/GED

Job description

T-Mobile USA, Inc. is seeking a Customer Experience Manager (CEM) to drive the planning and readiness for customer-facing initiatives across Sales and Care channels.

You will lead the front-line preparation, coordinate with senior leaders, and ensure alignment on design prior to requirements and through post-launch resolution. In this role you’ll own execution plans, manage cross-functional teams, and advocate for the customer experience while partnering with Marketing, Product Development, and