Sr. Systems Experience Manager- Frontline Hardware

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!

Job Overview

The Frontline Hardware team owns the end to end experience for point of sale hardware across our retail stores, with a focus on iPad and iPhone based mobility solutions. We define the strategy, set the roadmap, and partner closely with store operations, engineering, and vendor teams to continuously improve how our hardware performs in the hands of frontline employees.

This role ensures the effective management and enhancement of a critical frontline system experience supporting enterprise strategy and business operations. It involves applying subject matter expertise to execute program and system-level initiatives, focusing on scalability, sustainability, and future development. The role leads cross-functional issue resolution and problem management efforts impacting multiple business lines and applications. Success is measured by the seamless implementation of system changes, stakeholder satisfaction, and the stability of ongoing production support. The work directly influences organizational efficiency and customer experience through strategic system planning and execution.

Job Responsibilities :

• Manage the frontline system experience throughout project and production lifecycles to ensure effective implementation and ongoing support
• Lead cross-functional teams to resolve complex system issues impacting multiple business lines and applications
• Communicate progress, disruptions, and issue summaries to leadership and stakeholders to maintain alignment with strategy
• Drive initiatives to improve system functionality, user experience, and customer satisfaction through strategic enhancements
• Evaluate and contribute to the design of strategic solutions and architectural direction to support system improvements
• Create, review, and approve technical documentation including process documents, impact assessments, and support procedures
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience :

• High School Diploma/GED
• Frontline Retail experience or 3 years directly supporting T-Mobile Retail stores (Preferred)
• 2+ years of analysis or systems production support, including Problem Management (Preferred)
• People leadership or business process management
• Experience of project or program management.
• Experience managing iOS based hardware programs (Preferred)

Knowledge, Skills and Abilities :

• Business Process Improvements (Required)
• Business Systems Analysis (Required)
• Communication (Required)
• Mentorship (Required)
• Problem Analysis (Required)
• Project Management (Required)
• Requirements Analysis (Required)
• Stakeholder Management (Required)
• Systems Architecture (Required)
• User Experience (UX) (Required)

Licenses and Certifications :

• Project Management Professional (PMP) (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

DOT Regulated :
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $88,800 - $160,200

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.