Sr Customer Experience Manager- Customer Journey| Multiple Openings

T-Mobile USA, Inc

Bellevue, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Analysis Skills, Business Growth, Business Services, Business Strategy, Business Support, Career Counseling, Coaching, Cross-Functional, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Leadership, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft SQL Server, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Process Management, Root Cause Analysis, Service Delivery, Stock Purchase Plans, Strategic Planning, Vendor/Supplier Management, 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!

Job Overview

This role leads the development and execution of customer experience strategies to deliver differentiated service across multiple channels. It manages strategic planning and process optimization to enhance project rollouts and operational efficiency. The role collaborates with senior management across enterprise departments to align customer experience initiatives with organizational objectives. Success is measured by the effectiveness of tactical strategies in meeting company goals and improving customer satisfaction. The work impacts the organization by ensuring consistent, customer-focused solutions that support business growth and service quality.

Job Responsibilities:

Lead the development and execution of customer experience strategies to improve service delivery across channels

Manage process optimization efforts to enhance project rollouts and operational efficiency

Collaborate with senior management to align customer experience initiatives with organizational goals

Oversee analysis and resolution of product issues affecting customers and employees

Provide coaching, feedback, and career development guidance to team members

Prepare and communicate departmental updates on key projects and performance metrics

Also responsible for other duties/projects as assigned by business management as needed

Strong understanding of planning, customer retention, and customer experience methods

Strong proficiency in Customer Journeys

Education and Work Experience:

Bachelor's Degree and 7 years of related work experience
OR a combination of education and experience deemed equivalent (Required)

4-7 years Wireless experience required. (Preferred)

4-7 years Leadership experience. (Preferred)

4-7 years Analytical experience. (Preferred)

Knowledge, Skills and Abilities:

Microsoft Office (Required) - Including advance skills in MS PowerPoint (C-Suite Presentations), and MS Excel (Formulas)

Basic understanding experience with MS SQL (Preferred)

Strong problem-solving capability and proficiency in root cause analysis (Required) along with ability to present findings to executives and complete postmortem analysis

Cross Functional Leadership (Required)

Vendor Management Experience (Preferred)

Churn Reduction Experience (Preferred)

Travel:
Travel Required (Yes/No): Yes

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

Base Pay Range: $79,900 - $144,100

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, 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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