CX Programs Manager - Ads & Care

T-MOBILE USA, Inc.; City of Niagara Falls (NY); On-site; USD 52,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision insurance

401(k) plan

Stock grants

Stock purchase plan

Paid time off

Paid holidays

Parental leave

Tuition assistance

Disability insurance

Life insurance

Commuter benefits

Job summary

T-Mobile USA, Inc. seeks a role to manage planning and execution of initiatives impacting customer experience across sales and care channels. The role leads cross-functional teams to ensure readiness and flawless launch of customer-facing projects.

You will define support models, partner with marketing and product, and resolve operational issues to sustain high customer satisfaction and frontline service quality.

Responsibilities

• 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

Job description

T-Mobile USA, Inc. seeks a role to manage planning and execution of initiatives impacting customer experience across sales and care channels. The role leads cross-functional teams to ensure readiness and flawless launch of customer-facing projects.

You will define support models, partner with marketing and product, and resolve operational issues to sustain high customer satisfaction and frontline service quality.