T-Ads Assoc Customer Experience Manager

T-MOBILE USA, Inc.; City of Niagara Falls (NY); On-site; USD 52,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision insurance

401(k) plan

Stock grants

Stock purchase plan

Paid time off

Paid holidays

Parental leave

Tuition assistance

Disability insurance

Life insurance

Commuter benefits

Job summary

T-Mobile USA, Inc. seeks a role to manage planning and execution of initiatives impacting customer experience across sales and care channels. The role leads cross-functional teams to ensure readiness and flawless launch of customer-facing projects.

You will define support models, partner with marketing and product, and resolve operational issues to sustain high customer satisfaction and frontline service quality.

Responsibilities

• Develops and owns execution plans for major business initiatives impacting front-line customer experience
• Leads cross-functional teams to design and implement technical solutions supporting customer-facing projects
• Partners with marketing and product development to influence project requirements and post-launch support
• Identifies and resolves complex operational issues to maintain seamless customer service delivery
• Defines support models for sales and care channels including administration, compliance, and technical support
• Fosters relationships with key organizational partners to align on customer and channel needs

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 manages the planning and execution of initiatives that impact customer experience across sales and care channels. It leads cross-functional collaboration to ensure alignment on design, readiness, and flawless launch execution for customer-facing projects. The role owns the front-line readiness and resolves customer-impacting issues beyond formal projects. Success is measured by effective execution planning, issue resolution, and alignment with senior business owners. The work directly influences customer satisfaction and supports front-line employees in delivering consistent service quality.

• Develops and owns execution plans for major business initiatives impacting front-line customer experience
• Leads cross-functional teams to design and implement technical solutions supporting customer-facing projects
• Partners with marketing and product development to influence project requirements and post-launch support
• Identifies and resolves complex operational issues to maintain seamless customer service delivery
• Defines support models for sales and care channels including administration, compliance, and technical support
• Fosters relationships with key organizational partners to align on customer and channel needs
• Also responsible for other duties/projects as assigned by business management as needed-

Total Target Cash Earnings Opportunity: $57,640 - $115,390National Base Pay Range: $52,400 - $104,900

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, click here.

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
• 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
• voluntary long-term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs

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.