Sr Customer Experience Manager - Frontline Readiness

The Customer Service Operations Support team has recognized a need for end-to-end management of both functional products and service programs delivered across our customer touch points. Product launches, service programs, and operational initiatives require execution ownership to ensure optimal overall customer experience through frontline delivery. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes and policies, and deployment efforts. This position is responsible for employing TMUS' customer experience guiding principles and customer commitments to deliver the differentiated TMUS customer experience across all channels through managing a team of managers and/or analysts to support and improve the customer experience delivered by our frontline employees. Coaching and developing each manager and/or analyst on the team is a key function of this role.At least 18 years of ageLegally authorized to work in the United StatesHigh School Diploma or GEDT-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work. The CDC defines "fully vaccinated" as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination and consider requests for exemption from this requirement during the offer phase as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others.Bachelor’s degree in Business or Technical fields2-4 Years: Wireless Experience.2-4 Years: Analytical Experience.2-4 Years: Project Management Experience.4-7 Years: Leadership Experience.Project ManagementWireless2-4 Years: Wireless Experience.2-4 Years: Leadership Experience.2-4 Years: Analytical Experience.LeadershipAnalyticsCustomer ServiceProvide coaching, feedback, project guidance to other team membersOversee and direct departmental strategy and roadmap and represent needs at leadership meetingsOversee the execution of analysis and resolution of product issues impacting customers and employeesPrepare departmental communications and provide status for key projects and metricsOversees teams and/or manages the execution of creating business process mapping and documentationBuild key relationships with internal/external business partnersGuides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & servicesEqual Employment Opportunity 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, 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.Brand: T-MobileJob ID: 174238BREmployment Type: Full TimeJob Area: OperationsFunction: Operations GeneralIndustry: Internet General