Principal Customer Experience Manager

T-Mobile USA, Inc

Bellevue, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Business Skills, Business Strategy, Capacity Strategy, Certified Public Accountant (CPA), Coaching, Communication Skills, Cost Control, Cross-Functional, Customer Experience, Customer Support/Service, Establish Priorities, Identify Issues, Information Technology & Information Systems, Leadership, Marketing, Matrix Management, Metrics, Operational Audit, Operational Strategy, Performance Analysis, Performance Management, Problem Solving Skills, Process Improvement, Product Design, Product Development, Retail, Retail Operations, Stewardship, Stock Purchase Plans, Storytelling, Technical/Engineering Design, Willing to Travel

LOCATION

Bellevue, WA

POSTED

30+ days ago

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!

** This is not a remote position. T-Mobile is a hybrid work environment requiring work in the office three (3) days per week. The successful candidate will be located in either the greater Overland Park, KS or Seattle, WA areas.**

Job Overview
The Principal Customer Experience Manager operates as a business owner for assigned customer journeys, with deep accountability for experience quality, customer outcomes, and business performance. This role plays a critical leadership position in shaping T-Mobile's Digital Unassisted and Assisted Purchase journeys, ensuring experiences are customer-first, scalable, and aligned to long-term business objectives. This leader brings a strong balance of strategic thinking, data-driven decision-making, and cross-functional influence, operating effectively in a highly matrixed environment. The role requires deep understanding of how customers, frontline teams, processes, and technology intersect, and the ability to simplify complexity while driving measurable outcomes. The Principal Customer Experience Manager is expected to act as a digital experience SME, proactively identify customer and frontline pain points, influence prioritization and investment decisions, and guide teams toward solutions that improve conversion, satisfaction, operational efficiency, and long-term platform health.

Job Responsibilities:

End-to-End Journey Ownership & Strategy

Fully own assigned customer journeys end-to-end, operating with a business-owner attitude beyond feature delivery.
Define, evolve, and implement journey strategies grounded in customer needs, frontline realities, performance analytics, and enterprise priorities.
Ensure sustained value post-launch through continuous measurement, learning, and iteration.

Customer, Frontline & Performance Insight Leadership

Maintain a constant pulse on customer and frontline pain points using performance analytics, NPS, call/contact drivers, and listening tools.
Diagnose root causes behind metric movement (e.g., conversion, fallout, CPA, satisfaction) and clearly articulate what is working, what is not, and why.
Translate insights into prioritized, outcome-driven recommendations that improve both experience and business performance.

Cross-Functional Influence & Delivery Leadership

Lead through influence across Product, Design, Engineering, Marketing, Analytics, Operations, and Field teams to align on priorities, sequencing, and trade-offs.
Clearly communicate the "why," expected outcomes, risks, and constraints to enable efficient execution and shared accountability.
Serve as a trusted thought partner to senior leaders, shaping direction and helping drive informed "what not to do" decisions to protect capacity and strategy.

Simplification, Stewardship & Innovation

Proactively find opportunities to simplify processes, experiences, and technology, reducing friction, cost, and operational complexity.
Challenge legacy approaches and advocate for digital-first, scalable solutions that preserve customer trust and business integrity.
Balance innovation with principled stewardship of technology investment and enterprise resources.

Education & Experience

Bachelor's degree or equivalent relevant experience (Required)
8+ years of experience in customer experience, product, process, or digital transformation roles (Required)
Proven experience leading complex, cross-functional initiatives across multiple enterprise teams (Required)
Demonstrated success owning and improving customer and frontline experiences in digital, retail, or service environments (Preferred)
Experience partnering closely with Frontline Operations (Retail, Care, Virtual Retail, or similar) and Product, IT and/or Engineering (Preferred)
Strong background in process design, experience optimization, and business performance improvement (Required)

Knowledge, Skills & Abilities

Strong ability to connect business strategy, customer experience, and technology decisions into clear, actionable direction
Proven success influencing without authority in highly matrixed organizations
Advanced storytelling and communication skills, including confidence presenting to senior and executive leadership
Deep understanding of product development process , customer journey mapping, and frontline enablement
Data-driven mindset with the ability to translate insights into decisions and outcomes
Systems thinker with a bias toward simplification and scalability
Strong facilitation, problem-solving, and relationship-building skills

#LI-Corporate

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

Travel:
Travel Required (Yes/No): Yes

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

Base Pay Range: $96,200 - $173,600

Corporate Bonus Target: 20%

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, click here.

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 www.t-mobilebenefits.com.

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 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.

EOE Statement

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, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

About the Company

T-Mobile USA, Inc

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