Principal Customer Experience Manager

About the Role

Key Responsibilities

• Work cross-functionally to understand the linkage between T-Mobile's business goals, business architectures, and requirements frameworks. Proactively identify customer experience opportunities, identify root cause and drive solutions through cross-functional teams. Provide coaching, feedback and recommendations across the Enterprise, and in partnership with other Lines of Business, to enhance customer experience performance.
• Seek to understand how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Model these interactions to guide technology strategies to better achieve the strategic goals and objectives of the business.
• Capture the tactical and strategic business goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance. Enumerate, analyze, catalog, and suggest improvements to the strategic, core and support processes of the business unit, as needed, to support strategic and operational goals.
• Elevate service interaction metric results to match sales interaction metric performance by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance.
• Serve as a subject matter expert for new initiative launches on all customer experience considerations before, during, and after launch; continually monitor evolving customer experience with course corrections as needed. Lead knowledge, experience, and execution for new products and offers to enhance experience performance.
• Act as a direct liaison with Field Leadership and Operational teams to inform experience strategy (channel, cross-channel), tools, and frontline needs. Propose strategy, ideas, and recommendations to Field and HQ Executive leadership during frequent interactions.
• Perform other duties and projects as assigned by business management.

Requirements

• Bachelor's Degree or additional relevant work experience may be considered in lieu of degree.
• 4 years project or program management experience.
• Extensive experience planning and deploying either business or IT initiatives with modeling of business processes using various tools and techniques.
• 8+ years' experience in process design/management including success in process design, optimization, analysis, and documentation.
• The ability to articulate the relationship between business strategy, customer experience, and technology strategies.
• The ability to recognize organizational issues, functional interdependencies, and cross-silo redundancies.
• A broad, enterprise-wide view of the business, including strategy, processes, capabilities, and governance.
• Proven confidence presenting to senior leadership.
• Strong facilitation and problem-solving skills.
• Excellent written and oral communication skills.
• Fluency in all MS Office applications.
• At least 18 years of age.
• Legally authorized to work in the United States.

Nice to Have

• Experience leading complex cross-functional efforts across multiple enterprise functions.
• Prior experience supporting Frontline Operations across multiple lines of Business and Government (e.g., Retail, Dealer, Care, Telesales, B2B).
• Proven leadership in establishing, innovating, and improving customer and frontline experience processes.
• Demonstrated history of solving complex initiatives requiring creative solutions within aggressive time frames.
• Deep understanding of Go-To-Market and Customer Experience processes with established relationships with key business partners.

Qualifications

• Bachelor's Degree or relevant work experience.
• 4 years project or program management experience.
• 8+ years' experience in process design/management.

Benefits & Perks

• Competitive base salary and compensation package including annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• Comprehensive health benefits including medical, dental, and vision insurance.
• Flexible spending account, paid time off, up to 12 paid holidays, paid parental and family leave, family building benefits, and childcare subsidy.
• Tuition assistance, college coaching, short- and long-term disability, voluntary insurance options.
• Employee discounts on mobile service and home internet, pet insurance, transit programs.
• Opportunities for career growth and development in a dynamic, innovative environment.