What are the responsibilities and job description for the Customer Experience Manager position at T-Mobile?
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T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!
Position can be located in Overland Park, KS or Frisco, TX. Position is a hybrid role.
The Customer Experience Manager (CEM) plays an integral role in the development and maintenance of exciting wireless products, services and programs for all Sales and Care channels. This role is ultimately responsible for all planning and preparation for any change that impacts the customer. They take lead for 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, detailed execution takes place during launch, and all post launch issues are resolved. This role drives and leads the execution planning for every customer facing initiative including 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.
Job Responsibilities:
Develops and leads the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting 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 actions post launch for the major business initiatives they own.
Has ownership of the requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation.
Leads and owns all execution trade off decisions. Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are accurately 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 cultivate relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or 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 authority capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives.
Leads cross functional sub teams on 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 sophisticated, multi-layered problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.
Defines Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service.
Ensures seamless implementation of new products & services and applies the Sales Operations Services guiding principles and standards to define desired interactions and standards of behavior
Proactively identifies potential issues as a departmental authority 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. Guides and mentors Analysts to produce the same high quality project documentation.
Documents lessons learned and ability to apply to subsequent projects
Education:
High School Diploma/GED Req
Work Experience:
2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels. Req
2-4 years Project or program management experience. Req
Knowledge, Skills and Abilities:
Customer Service
Process Management
Project Management
Team Leadership
Microsoft Office
At least 18 years of age
Legally authorized to work in the United States
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently 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 prior to successful applicants first day of work, and will consider requests for exemption from this requirement during the offer phase (1) 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, or (2) for other reasons under applicable law.
Never stop growing!
T-Mobile 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.
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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 ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. 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.
