Sr Customer Experience Manager, Frontline Digital Systems Experience

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

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

This role manages the end-to-end delivery of customer experience standards across multiple service programs and customer touch points. It leads a team of managers and analysts to support and enhance the customer experience provided by frontline employees. The role focuses on defining and executing consistent business processes, policies, and deployment efforts to maintain service quality. Success is measured by the effective coaching of team members and the seamless execution of customer experience initiatives. The work directly influences customer satisfaction and operational efficiency across all channels within the organization.

Job 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

Education and Work Experience

• Bachelor’s Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business, Communications or related field (Preferred)
• 2-4 years Wireless experience. (Preferred)
• 2-4 years Leadership experience. (Preferred)
• 2-4 years Analytical experience. (Preferred)
• 2-4 years Wireless experience. (Preferred)
• 2-4 years Analytical experience. (Preferred)
• 2-4 years Project management experience. (Preferred)
• 4-7 years Leadership experience. (Preferred)

Knowledge, Skills and Abilities

• Business Analysis (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Management (Required)
• Customer Needs Identification (Required)
• Program Management (Required)
• Risk Management (Required)
• Stakeholder Management (Required)
• Strategic Thinking (Required)

• 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

Total Target Cash Earnings Opportunity: $91,885 - $165,715

National Base Pay Range: $79,900 - $144,100

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ377307&paradox=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 out www.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, genetic information, 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.