Principle Customer Experience Manager

T-Mobile; Frisco (TX); On-site; USD 96,000 - 174,000; Full time

Job summary

A leading company is seeking a Principal Customer Experience Manager to enhance customer interactions and drive business strategies. This role requires a strategic mindset and expertise in managing complex projects, focusing on customer-centric solutions and collaboration across teams. The ideal candidate will leverage their experience to influence change and improve processes, ensuring a seamless customer experience. Join a dynamic team committed to innovation and excellence in customer service.

Benefits

401(k)

Employee Stock Purchase Plan

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Assistance

Childcare Subsidy

Qualifications

• 4 years project or program management experience required.
• 8+ years in process design/management with proven success.

Responsibilities

• Work cross-functionally to improve customer experience.
• Model interactions to guide technology strategies.

Skills

Customer Centricity

Strategic Analysis

Process Improvement

Communication

Problem Solving

Education

Bachelor's Degree

Tools

MS Office

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The Principal Customer Experience Manager has a customer centric obsession that guides their actions in defining and orchestrating the customer experience at T-Mobile. This role is a critical team member in shaping T-Mobile's Retail and Enterprise Go to Market strategies. The candidate will have demonstrated strength in strategic direction & analysis, existing expertise in Go-To-Market activities, strong understanding of business architecture, and skill in leveraging functional and organizational interdependencies to drive success in current and future projects. This role will create, define and improve how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Ability to model these interactions to guide technology and requirements strategy to better achieve the critical goals and objectives of the business. Responsibilities will include; developing comprehensive plans for sharing customer insights with business partners to influence change; manage and solve customer pain points and escalations through process improvement; collaborate and communicate with cross-functional partners, stakeholders and leadership to deliver an Un-carrier experience to every customer. Additionally, they will work cross-functionally to understand the linkage between T-Mobile's business goals and defining Customer and Frontline experiences to maximize T-Mobile success.

Job Responsibilities:

• Work cross-functionally to understand the linkage between T-Mobile's business goals, business architectures, and requirements frameworks. Proactively identify customer experience opportunities, identify root cause and drive solutions through cross-functional teams. Provide coaching, feedback and recommendations across the Enterprise, and in partnership with other Lines of Business, to enhance customer experience performance.
• Seek to understand how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Model these interactions to guide technology strategies to better achieve the strategic goals and objectives of the business.
• Capture the tactical and strategic business goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance. Enumerate, analyze, catalog, and suggest improvements to the strategic, core and support processes of the business unit, as needed, to support strategic and operational goals.
• Elevate service interaction metric results to match sales interaction metric performance by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance.
• Subject matter expert for new initiative launches on all customer experience considerations before, during and after launch; continual monitoring of evolving customer experience with course corrections as needed. Expert driving TPR knowledge, experience and execution for new products and offers to drive increased experience performance
• Direct liaison with Field Leadership/Operational teams to inform experience strategy (channel, cross-channel), tools and frontline needs. Propose strategy, ideas and recommendations to Field and HQ Executive leadership during frequent interactions.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• Bachelor's Degree or additional relevant work experience may be considered in lieu of degree. (Required)
• 4 years project or program management (Required)
• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)
• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Required)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)
• Proven leader in establishing, innovating and improving customer and frontline experience processes (Preferred)
• 8+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Required)

Knowledge, Skills and Abilities:

• The ability to articulate the relationship between business strategy, customer experience and technology strategies (Required)
• Demonstrated history of solving complex initiatives requiring creative solutions to meet aggressive time frames (Preferred)
• The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies. Those issues may exist in role alignment, process gaps and overlaps, and business capability maturity gaps (Required)
• Deep understanding of Go-To-Market Process and established relationships with key business partners (Preferred)
• A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance (Required)
• Expertise and proven confidence presenting to Sr. Leadership (Preferred)
• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problem-solving skills are necessary (Required)
• Excellent communication skills, both written and oral, and the ability to convey results in a summarily and persuasive manner (Required)
• Fluency in the use of all MS Office applications (Required)

Licenses and Certifications:

At least 18 years of age

Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $96,200 - $173,600 Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ312361¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check outwww.t-mobilebenefits.com .

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [e-mail] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.