Customer Experience Lead: Frontline & Programs

T-Mobile; New York (NY); Presencial; USD 52.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual stock grant

Employee stock purchase plan

401(k)

Paid time off

Paid holidays

Medical, dental and vision insurance

Flexible spending account

Employer matching bonuses

Descripción de la vacante

T-Mobile USA, Inc. seeks a program leader to manage planning and execution of initiatives that impact customer experience across sales and care channels.

You will lead cross-functional teams to align design, readiness, and launch for customer-facing projects, and own front-line readiness while resolving issues beyond formal projects. You will collaborate with marketing and product teams to shape project requirements, post-launch support, and ensuring consistent service quality for front-line

Responsabilidades

• Develops and owns execution plans for major business initiatives impacting front-line customer experience
• Leads cross-functional teams to design and implement technical solutions supporting customer-facing projects
• Partners with marketing and product development to influence project requirements and post-launch support
• Identifies and resolves complex operational issues to maintain seamless customer service delivery
• Defines support models for sales and care channels including administration, compliance, and technical support
• Fosters relationships with key organizational partners to align on customer and channel needs

Descripción del empleo

T-Mobile USA, Inc. seeks a program leader to manage planning and execution of initiatives that impact customer experience across sales and care channels.

You will lead cross-functional teams to align design, readiness, and launch for customer-facing projects, and own front-line readiness while resolving issues beyond formal projects. You will collaborate with marketing and product teams to shape project requirements, post-launch support, and ensuring consistent service quality for front-line