Senior CX Leader, Frontline Digital Systems

T-Mobile; Overland Park (KS); On-site; USD 80,000 - 144,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Money coaching (financial planning)

Medical, dental and vision insurance

Paid time off and holidays

Job summary

T-Mobile USA, Inc. is seeking a senior leader to manage end-to-end delivery of customer experience standards across service programs. You will coach managers and analysts, oversee strategy, and ensure execution of initiatives that improve customer satisfaction and operational efficiency.

The role emphasizes cross-functional collaboration, process mapping, and performance reporting across multiple channels. Travel is required for this role.

Qualifications

• Bachelor’s Degree plus 3 years of related work experience (Required).
• 2-4 years Wireless experience. (Preferred).
• 2-4 years Leadership experience. (Preferred).
• 2-4 years Analytical experience. (Preferred).

Responsibilities

• Coach and develop managers and analysts to improve team performance and customer experience delivery.
• Direct departmental strategy and roadmap while representing team needs in leadership meetings.
• Oversee analysis and resolution of product issues affecting customers and employees.
• Prepare communications and status updates for key projects and performance metrics.
• Manage creation and maintenance of business process mapping and documentation.
• Build and maintain relationships with internal and external business partners.
• Also responsible for other duties/projects as assigned by business management as needed.

Skills

Business Analysis

Communication

Cross-Functional Project Management

Customer Experience Management

Customer Needs Identification

Program Management

Risk Management

Stakeholder Management

Strategic Thinking

Education

Bachelor’s Degree

Advanced degree (Preferred)

Job description

T-Mobile USA, Inc. is seeking a senior leader to manage end-to-end delivery of customer experience standards across service programs. You will coach managers and analysts, oversee strategy, and ensure execution of initiatives that improve customer satisfaction and operational efficiency.

The role emphasizes cross-functional collaboration, process mapping, and performance reporting across multiple channels. Travel is required for this role.