Customer Experience Manager, Offers & Go to Market

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.The Customer Experience Manager (CEM) plays an integral role in the development and maintenance of exciting wireless products, services and programs for Care.The incumbent will be an active member of enterprise-wide and/or are specific project teams. 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 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.

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

• 35 years of wireless experience; previous experience working within or supportingFrontline Employees
• Experience in process design/management including proven success in process design, optimization, analysis and documentation
• Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to frontline employee & customer satisfaction
• Previous experience managing team or similar cross-functional program leadership role
• Proficient in MS Office - specifically Excel, Word, PowerPoint, Visio

Essential Functions

• Develops and owns the comprehensive execution plans for every major businessinitiativethat 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 actionspost-launchfor the major businessinitiativesthey own.
• Has ownership of the requirements on behalf of allcustomer-facingchannels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation.
• Leads and owns all executiontrade-offdecisions. Ensures thatcross-functionalteams 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 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 functionalsub-teamson 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 theCare channelsto include: administration, maintenance, compliance, and technical support of the product or service.
• Ensures seamless implementation of new products & services and applies theCareguiding principles and standards to define desired interactions and standards of behavior
• 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.
• Documents lessons learned and ability to apply to subsequent projects

We 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.