Sr Customer Experience Manager, Sales Operations

T-Mobile; United States; Remote; USD 79,000 - 145,000; Full time

Job summary

T-Mobile seeks a Sr. Customer Experience Manager dedicated to enhancing the experience of frontline employees and customers. The ideal candidate will lead efforts to streamline sales processes, improve service programs for small business support, and foster collaboration across multiple teams to deliver a cohesive customer experience. This role requires a strong analytical leader with a Bachelor’s degree and experience in project management and customer service, along with a passion for driving growth and engagement.

Benefits

401(k) plan

Employee stock purchase plan

Paid time off

Medical, dental, and vision insurance

Tuition assistance

Qualifications

• 2-4 years Wireless experience required.
• 2-4 years Selling or supporting SMB sellers required.
• 2-4 years Project management experience required.

Responsibilities

• Drive operational support for small business and mid-market sellers.
• Define and execute processes that enable sales engagement.
• Monitor program adoption and key performance metrics for improvement.

Skills

Leadership

Analytics

Customer Service

Project Management

Education

Bachelor's Degree Business or Technical

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

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

As a Sr. Customer Experience Manager, you will be tasked with driving a best-in-class experience for our frontline employees and customers. As part of our evolving support strategy, we are expanding our scope to provide dedicated operational support for small business and mid-market sellers and Alternative Channels to support key roles in driving growth and engagement with our small business customer base. This position is responsible for end-to-end documentation of our sales motions delivered across customer-facing touchpoints, ensuring seamless integration into frontline operations. This position will work closely with our frontline to identify and improve pain points across the organization. You will work closely with key partners such like Marketing, GTM, product development, compensation and more. These efforts are essential for achieving a differentiated and consistent TMUS customer experience across all channels.

Job Responsibilities:

• Lead efforts to define and execute processes, tools, and service standards that enable frontline small business sellers and SDRs to be successful in engaging prospects, setting appointments, and converting leads.

• Ensure successful launch, adoption, and ongoing management of service programs, product initiatives, and operational rollouts tailored for small business support.

• Leverage TMUS’ customer experience guiding principles and commitments to design and deliver solutions that enhance the experience for both employees and customers.

• Create and refine scalable business processes, policies, and best practices that provide clarity and consistency across frontline teams.

• Partner with Sales, Marketing, Care, and Product teams to ensure coordinated support and communication across all initiatives. Build key relationships with internal/external business partners

• Build key relationships with internal/external business partners.

• Monitor program adoption, frontline feedback, and key performance metrics to drive continuous improvement and enhanced business outcomes.

• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• Bachelor's Degree Business or Technical ()

• 2-4 years Wireless experience. Required

• 2-4 Selling or supporting SMB sellers. Required

• 2-4 years Wireless experience. Preferred

• 2-4 years Analytical experience. Preferred

• 2-4 years Project management experience. Required

• 4-7 years Leadership experience. Preferred

Knowledge, Skills and Abilities:

• Leadership (Preferred)

• Analytics (Required)

• Customer Service (Required)

• Project Management (Required)

• Wireless (Preferred)

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: $79,900 - $144,100Corporate Bonus Target: 15%

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=REQ317754¶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 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, 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.

About the company

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