Systems Experience Manager

T-Mobile US

Albuquerque, NM

Full Time

Senior

78k-141k

28 days ago

Job Description

About the Role

The Systems Experience Manager at T-Mobile USA is responsible for developing and delivering an exceptional Frontline Digital Communications system experience in support of enterprise strategy. This role involves applying deep subject matter expertise in outbound, inbound, and virtual assistant messaging systems and platforms, managing cross-functional issues, leading projects, and ensuring system scalability, sustainability, and future development. The position requires interaction with leadership and stakeholders to support system requirements, design strategies, and successful implementation from concept through launch and ongoing support.

Key Responsibilities

Manage the Frontline systems experience throughout project and production lifecycle, including cross-functional project ownership, implementation, launches, and ongoing support.
Lead ad hoc teams to effectively manage complex, cross-functional system issues.
Communicate with leadership, business partners, and stakeholders on progress against strategy and existing issues related to system availability and functionality.
Lead medium to large initiatives to improve systems, user experience, procedures, and customer satisfaction.
Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction to enhance systems and customer experience.
Create, own, and/or approve technical documentation such as system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and support procedures.
Define and communicate prioritization based on customer and stakeholder input, experience, and company objectives; serve as an escalation point for conflicts.
Prepare communications for executive and business sponsors regarding system status, launch readiness, disruptive events, and issues.
Mentor and provide tactical direction to team members, exert positive influence, and serve as an escalation resource.

Requirements

Bachelor's Degree or equivalent work experience.
2-4 years contact center experience.
2-4 years analysis or systems production support, including problem management.
1-2 years people leadership or business process management experience.
Strong knowledge and proficiency in inbound customer messaging/social support software (e.g., Sprinklr, Khoros, LivePerson, Google), mass outbound SMS software, and messaging virtual assistants.
Proficient with MS Office Suite.
At least 18 years of age and legally authorized to work in the United States.

Nice to Have

Proficient with MS Office Suite.

Benefits & Perks

Paid parental leave
AD&D insurance
Employee stock purchase plan
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Flexible spending account
Tuition reimbursement
Paid time off
Family leave
Parental leave
Vision insurance
Life insurance
Childcare
Pet insurance
Mobile service & home internet discounts
Access to commuter and transit programs

Working at T-Mobile US

At T-Mobile, the company emphasizes investing in employees through a comprehensive Total Rewards Package, fostering growth and career development. The culture values diversity, inclusion, and a shared drive to aim high, with a focus on continuous learning and shared success. The company promotes an environment where talent in all forms is recognized and supported, encouraging employees to live the company's values and invest in their careers.

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