Sr Customer Experience Manager

As America's Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.

Description
The Customer Care Customer Experience team has recognized a need for end-to-end management of large marketing initiatives, functional product launches and service program improvements that are delivered across all of our customer service touch points. Delivering these initiatives require a large passion for erring toward the customer/frontline experience, for which ownership and a passion to be a SME is critical. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes, policies, and a deep understanding of how enterprise deployment efforts impact experiences. The Sr. Customer Experience manager will be responsible for to working with several cross functional teams to not only advocate for our customers/frontline employees, but also responsible for employing TMUS' customer experience guiding principles and customer commitments to effectively help our frontline teams consistently deliver on the UnCarrier Promise with our customers. Someone that is seen and acts as a team player with an ability to work across all channels is critical to the success of this roll.

Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Qualifications
Minimum Required

• Experience creating and driving departmental strategy including the development and implementation of underlying tactics
• Experience in EPO processes, Customer Experience Pain-Points
• 3 years of wireless experience
• 3 years of leadership experience
• 2 years of analytical experience

Desired

• 3+ years of wireless experience
• 3-5 years of analytical experience
• 3-5 years of project management experience
• 5+ years of leadership experience

Essential Functions

• A passion for influencing change on behalf of customers and frontline reps
• Ability to make decisions on behalf of Care leadership vision
• Comfortable providing coaching, feedback, project guidance to other team members and peers
• Ability to manage multiple projects, deadlines and other functions
• Proactive communicator with an ability to tailor information to specific audiences
• Strong presentation skills with an ability to effectively communicate, present and follow up with executive leaders
• Oversee and direct departmental strategy and roadmap and represent needs at leadership meetings
• Oversee the execution of analysis and resolution of product issues impacting customers and employees
• Prepare departmental communications and provide status for key projects and metrics
• Oversees teams and/or manages the execution of creating business process mapping and documentation
• Build key relationships with internal/external business partners

Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & servicesWe Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.