Business Analysis Manager - Care Demand Planning Insights and Automation

Job Overview The Customer Care Demand Planning team is looking for an energetic, self‑directed, and detail‑oriented candidate for the position of Business Analysis Manager. This individual contributor analyzes customer interactions with T-Mobile customer support systems and tools, including IVR, bots, and other automated methods. This person will provide key insights to leaders on system performance, evaluate impacts from newly‑added functionality, identify opportunities to better serve our customers while meeting business goals, and develop reporting for use by our partners. This role is highly visible and requires robust partnership and collaboration across multiple teams. The ideal candidate is highly analytical, able to use data to derive conclusions and clear recommendations, and comfortable working with large and detailed data sets. To be successful in this position, the candidate must be able to communicate complex issues in simple terms, be comfortable with ambiguity, and possess the ability to work independently while producing a quality work product under tight timelines. Job Responsibilities Interact with various teams across T‑Mobile to provide insights, analysis and recommendations that deliver data‑driven, optimized experiences. Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self‑service environments. Define product feature and campaign success metrics and benchmarks. Work with large, complex data sets to extract and summarize information using SQL, working in platforms such as Snowflake, Azure, and Databricks. Utilize analytical and modeling capability to enhance decision making across a range of options and present findings and recommendations for prioritization of resources to all levels of the organization. Construct executive‑level presentations and present complex analytical findings in clear, concise and decision‑impacting manner. Possess the ability to influence leadership through fact‑based analysis. Education Bachelor's Degree in Data Analysis, Data Science, Decision Science, or similar quantitative fields, or equivalent practical experience (Required). Work Experience 4‑7 years of analytics experience solving analytical problems using quantitative approaches. Reporting and analyzing performance and data visualization (Tableau, Power BI, etc.). Advanced analytics including SQL analysis of complex datasets, competitive analysis, quantitative analysis and research. Experience with Python, R, Go, or similar statistics or data science language preferred (Required). Telecommunications experience preferred. Knowledge, Skills and Abilities Communication: ability to manage relationships, influence, and communicate complicated analysis, logic, and solutions in a clear and concise manner at the executive level and provide decision support. Problem Solving (Required). Data Analysis: exceptional at using wide‑ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment (Required). Financial Modeling (Required). Telecommunications experience preferred. At least 18 years of age. Legally authorized to work in the United States. Travel: No. DOT Regulated Position: No. Safety Sensitive Position: No. Base Pay Range: $77,900 – $140,500 Corporate Bonus Target: 15% Benefits Medical, dental and vision insurance, flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and paid holidays, parental and family leave, family building benefits, backup 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 and home internet discounts, pet insurance, and access to commuter and transit programs. 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, 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. All applicants who need reasonable accommodation at any point in the application or interview process may contact View email address on click.appcast.io or call View phone number on click.appcast.io. 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. #J-18808-Ljbffr T-Mobile