Sr Customer Experience Manager - Full-time / Part-time

As America'™s Un-carrier, T-Mobile US, Inc. (NYSE: 'Å“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.

The Senior Customer Experience Manager (Sr CEM) plays an integral role in the development and maintenance of customer experience programs for the T-Mobile Sales channel. Incumbent will be an active member of enterprise-wide and/or Sales specific project team. This role is ultimately responsible for all planning and preparation for any change that impacts the customer. They own the front line readiness of all projects and initiatives and work cross functionally with senior level business owners to ensure alignment on design exists prior and during requirements, readiness plans are in place pre-launch, flawless execution takes place during launch, and all post launch issues are resolved. This role drives and owns the execution planning for every customer facing initiative and is responsible for resolving a broad range of customer impacting issues which occur outside of formal projects. The Sr CEM is the key role responsible for advocating on behalf of the customer and ensuring a front-line employee experience exists to support the customer. With senior channel level support, this position provides requirements and approval for requirements of the launch of new products and services. Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.Essential Functions

• Develops and owns the comprehensive execution plans for every major customer experience measurement initiative that impacts the front line. Presents executive summaries to senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the sales field and sales leaders.
• Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business initiatives they own.
• Provides coaching, feedback, project guidance to other team members (CEMs and Analysts)
• Oversees teams and/or manages the execution of creating business process mapping and documentation.
• Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services
• Has ownership of the requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation.
• Leads and owns all execution trade off decisions. Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected.
• Leads cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience.
• Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to; Marketing, Product Development, PMO, EPMO, Learning & Development, Corp Communications, Marketing, Finance, IT.
• Serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives.
• Leads cross functional sub teams on technical solutions needed from systems design.
• Partners with marketing, product development, to influence solutions in a positive way for the front line and customers through the requirements, design, deploy and post launch stages of a project.
• Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.
• Defines Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the customer experience measurement strategy.
• Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
• Produces high-quality project documentation with no assistance. Guides and mentors Analysts to produce the same high quality project documentation.
• Contributes in departmental strategy and the development of the roadmap including represent needs at leadership meetings

Minimum Required

• 6 years of wireless experience; previous experience working within or supporting Retail or Care channels
• 6 years' experience in process design/management including proven success in process design, optimization, analysis and documentation
• 4 years project or program management
• 5+ years of leadership experience or similar cross-functional program leadership role
• Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction
• Proficient in MS Office - specifically Excel, Word, Power Point, Visio

Desired

• 5+ years' experience designing and implementing a retail customer experience measurement program, or experience with vendors of such services
• Excellent written and oral communication skills
• Experience and comfort proposing strategy to executive leadership

EducationMinimum Required

• Bachelor's degree preferred or 5 years of customer experience program management experience in lieu of degree