Frontline Experience Manager

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! We Are Hiring for Multiple Openings! This is an individual contributor role reporting directly to the Sr. Manager, Frontline Experience. Job Overview This role drives the delivery of seamless experiences for customers and frontline staff to enhance satisfaction and loyalty. It manages the design and execution of frontline strategies across multiple organizational functions to ensure readiness and consistency. The role uniquely integrates cross-functional collaboration to create intuitive and effective customer and expert journeys. Success is measured by the adoption of new initiatives, improved operational efficiency, and positive feedback from frontline interactions. The work directly influences organizational performance and customer engagement by empowering staff and optimizing experience delivery. Job Responsibilities: Drive strategy and execution for new product and program launches to ensure seamless frontline experiences and organizational readiness Lead digital transformation initiatives by promoting AI, automation, and intelligent workflows to improve frontline efficiency and personalization Translate data and frontline insights into solutions that optimize customer and expert journeys and support strategic design Represent frontline perspectives by engaging stakeholders, resolving escalations, and influencing planning and systemic improvements Also responsible for other duties/projects as assigned by business management as needed Education and Work Experience: Bachelor's Degree (Preferred) 2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels (Required) 2-4 years Leadership experience or similar cross-functional program leadership role (Required) 2-4 years Project or program management experience (Preferred) Knowledge, Skills and Abilities: Customer Service Knowledge of frontline roles and responsibilities and customer support processes (Required) Process Management Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction (Required) Customer Escalation Management (Required) Cross Functional Relationships Engage with many groups, including Care, Retail, Marketing, Legal, IT, etc. (Required) Team Leadership (Required) Microsoft Office Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required) Business Strategy (Required) At least 18 years of age Legally authorized to work in the United States Travel: Travel Required (Yes/No): Yes DOT Regulated: DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No Base Pay Range: $84,900 - $153,200 Corporate Bonus Target: 15% The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up 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, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable! 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. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing View email address on click.appcast.io or calling View phone number on click.appcast.io. Please note, 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. About T-Mobile: T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience. About TMUS Global Solutions: TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking. TMUS India Private Limited operates as TMUS Global Solutions. We take equal opportunity seriously—by choice. We are 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, genetic information, 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 applicable local law. 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