Sr Program Manager WFM
T-Mobile
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Benefits offered by this job
Job summary
T-Mobile USA, Inc. is seeking a Workforce Management leader for Global Care in Bellevue to shape data-driven planning and automation.
You will drive complex, cross-functional WFM programs, partner with data and IT teams to boost BI and workflow capabilities across Power BI, SharePoint and Verint, and guide reporting that reduces manual data pulls and senior intervention. The role emphasizes ramp strategy, intraday productivity, and scalable solutions, with strong demand for SQL, Power BI, and
Qualifications
- Bachelor's degree with 5 years of related work experience or advanced degree with 3 years of related experience.
- Strong SQL skills for data querying, transformation, validation and troubleshooting.
- Power BI expertise in building data models, dashboards, visualizations and back-end reports.
- Experience creating scalable workflow automation using Power Automate, Power Apps, VBA or similar.
- Experience with relational databases and enterprise platforms (Snowflake, Databricks).
- SharePoint-based workflow design and knowledge-management solutions preferred.
- Experience with Verint or other Workforce Management platforms.
- Experience in Workforce Management, contact-center analytics, or similar.
- Experience with APIs, integrations, UAT and production deployment.
- Familiarity with AI-enabled tools for automation and analytics.
- Proficiency with MS Project, Workfront or Airtable.
Responsibilities
- Lead complex cross-functional WFM initiatives from discovery to implementation and improvement.
- Partner with data, reporting, and IT teams to enhance BI, automation and workflows across Power BI, SharePoint and Verint.
- Develop and support reporting and decision-support solutions to reduce manual data pulls and senior intervention.
- Analyze data to identify trends, risks, opportunities, and actionable recommendations for workforce planning.
- Identify repetitive processes and design scalable solutions using workflow automation, Power Platform, scripting or AI tools.
- Support ongoing health, accuracy, adoption, and continuous improvement of WFM reporting and automation.
- Translate business needs into technical requirements and clearly communicate risks and findings to teams and leadership.
- Manage program changes, dependencies, risks, vendor relationships and cross-functional partnerships.
Skills
Education
Tools
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!
This role will help shape the next generation of Workforce Management for Global Care, with a strong emphasis on data, reporting, and automation. It leads cross-functional programs that modernize manual planning processes—including reporting infrastructure, workflow automation, and data integration across systems such as Power BI, SharePoint, and Verint - while also managing traditional WFM program responsibilities such as influencing ramp strategy, OT target-hour reporting, providing shrinkage guidance, and supporting intraday productivity. Success is measured by effective program delivery, adoption of improved reporting and automation solutions, stronger data-driven decision-making, and reduction of manual, senior-level intervention in day-to-day planning work.
- Lead complex, cross-functional WFM initiatives from discovery and requirements through implementation, adoption, and continuous improvement.
- Partner with data, reporting, and IT teams to improve WFM's business intelligence, automation, and workflow capabilities across tools such as Power BI, SharePoint, and Verint.
- Develop and support reporting and decision-support solutions that reduce reliance on manual data pulls, recurring report creation, and senior-level intervention.
- Analyze operational and reporting data to identify trends, risks, opportunities, and actionable recommendations that inform workforce planning decisions.
- Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI-enabled tools, or other appropriate enterprise technologies.
- Support the ongoing health, accuracy, adoption, and continuous improvement of WFM reporting, data, and automation solutions as business needs evolve.
- Translate business needs into technical requirements and communicate complex data, findings, risks, and recommendations clearly to technical teams, business partners, and leadership.
- Manage program changes, dependencies, risks, vendor relationships, and cross-functional partnerships to ensure timely and effective delivery.
- Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience. Required Acceptable areas of study include Business, Finance, Economics, Sales, or related field. Required 4–7 years of experience in organizational programs, project management, analytics, systems, or related area. 2–4 years of supervisory or program-management experience.
- Strongly Preferred SQL - hands-on experience querying, transforming, validating, and troubleshooting data.
- Power BI - experience building data models, dashboards, visualizations, and back- end reporting solutions—not solely consuming existing reports.
- Workflow Automation - demonstrated experience identifying manual processes and developing scalable solutions using tools such as Power Automate, Power Apps, VBA, scripting, AI-assisted development, or comparable technologies.
- Database & Data Platforms - experience with relational databases, data structures, data quality, troubleshooting, and enterprise data platforms such as Snowflake, Databricks, or comparable technologies.
- Preferred SharePoint-based solution design, including workflow, intake, ticketing, document, or knowledge-management solutions.
- Experience with Verint or other Workforce Management platforms.
- Experience in Workforce Management, contact-center operations, or workforce analytics.
- Experience with APIs, integrations, UAT, and production implementation.
- Familiarity with AI-enabled tools supporting automation, analytics, and decision support.
- Microsoft Project, Workfront, Airtable, or comparable project/work-management tools.
- Program Management - demonstrated ability to lead complex initiatives across multiple teams and stakeholders.
- Analytics - demonstrated ability to interpret operational and reporting data, identify trends, and translate findings into business recommendations.
- Communication - ability to translate between business and technical audiences and communicate complex information clearly.
- Systems Thinking - ability to understand how data, technology, processes, people, and business decisions interact and design solutions that scale.
- Business & Technical Translation - demonstrated ability to gather requirements, define business needs, partner with technical teams, and translate data into actionable recommendations.
- Budget Management - experience managing or supporting program budgets and investment decisions.
At least 18 years of age. Legally authorized to work in the United States. Travel Required (Yes/No): No. DOT Regulated: No. Safety Sensitive Position: No.
Total Target Cash Earnings Opportunity: $96,025 - $173,305. National Base Pay Range: $83,500 - $150,700. 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=REQ349332¶dox=1
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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.
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 ApplicantAccommodation@t-mobile.com 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.
T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.
TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking. TMUS India Private Limited operates as TMUS Global Solutions.
We are committed to maintaining your trust by respecting and protecting your privacy. For more information about how T-Mobile processes the personal data of job applicants, employees, and other personnel, please visit our U.S. Workforce Privacy Notice or our International Personnel Privacy Notice.
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