Sr Manager Customer Experience

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 Manager is responsible for employing Customer Service Organization Suite of Services thought process and customer commitments to deliver the differentiated TMUS customer experience across all channels. Responsible for providing strategic planning and solutions that optimize process and project rollouts across all channels. Responsible for ensuring tactical strategies are developed to meet company and department objectives, and strong customer contingencies to implement based on customer behavior. Leads feedback and support to Process Optimization in support of the T-Mobile vision, values and objectives. Owns partnerships with key enterprise department's senior level management and represents the customer experience in setting the strategic direction of initiatives. Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.Essential Functions

• Provide coaching, feedback, project guidance, and career planning to employees
• 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 & services.
• Works cross-functionally to develop the Customer Experience strategy for Customer Service & Enterprise Initiatives

QualificationsMinimum Required

• Experience creating and driving departmental strategy including the development and implementation of underlying tactics
• Minimum of 5 years of wireless Customer Service experience required.
• 5 years of leadership experience
• 3 years of analytical experience
• 8 years of wireless experience
• 2 years strategic planning experience
• Proficient in Excel, Word, PowerPoint, Visio, SQL, Business Objects, Continuous Improvement Methodology and/or Content Management Principles

Desired

• Excellent people and management skills. Proven ability to manage, lead, and develop direct reports across multiple functions and locations. Strong leadership and employee development skills Proven ability to inspire, motivate and lead cross-functional teams to deliver on customer experience vision and strategies
• Maintain knowledge about current industry-wide trends, capabilities of the latest technology, and the potential impact on the support of the business
• Comprehensive knowledge of all support processes and procedures. Demonstrated ability to effectively balance the desire for 'Best Customer Experience' technical solutions with the realities of the business environment.
• Innovative, analytical, and problem solving skills a must. Proven ability to influence and set technical and strategic direction at an enterprise level.
• Proven ability to translate business strategies into customer centric actions that drive results. Proven ability to prioritize and deliver on multiple threads of work.
• Understands broader implications of situations; identify potential problem areas and execute solutions across the enterprise before they become problems
• Excellent communication skills and the ability to present detailed analytical results to executives in verbal or written form. Track record of personal initiative and ability to drive change. Strengths in building large networks of internal contacts and leveraging positive working relationships to achieve business goals.

EducationMinimum Required

• Bachelors Degree
• 8 years related experience