T-Mobile US - Frisco, TX
posted 2 months 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 Customer Experience Manager (CEM) plays an integral role in the development and maintenance of exciting fraud, cyber & legal policies, procedures and programs for all Sales and Care channels. The incumbent will be an active member of enterprise-wide and/or Sales or Care specific project teams. This role is ultimately responsible for all planning and preparation for any change that impacts frontline teams and/or customers. They own the frontline 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, flawless execution takes place during launch, and all post-launch issues are resolved. 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. The CEM develops and owns the comprehensive execution plans for every major business initiative that impacts the front line in the fraud, cyber and legal policy and procedure space. They present executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the sales field and sales leaders. This role is accountable for the completion of all actions prior to launch, support during launch, and follow-up actions post-launch for the major business initiatives they own. They lead and own all execution trade-off decisions, ensuring that cross-functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated, and solutions are properly selected. The CEM fosters relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to; Legal, Fraud, Cybersecurity, Marketing, Product Development, PMO, EPMO, Learning & Development, Corp Communications, Finance, and IT. The CEM serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives. They lead cross-functional sub-teams on technical solutions needed from systems design and partner with legal, fraud & cyber teams 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. The CEM solves complex, multi-faceted problems facing day-to-day operations and delivers simplified solutions that allow the department to seamlessly provide customer service excellence. They define the Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service, ensuring seamless implementation of new products & services and applying the Sales Operations Services guiding principles and standards to define desired interactions and standards of behavior. Proactively identifying potential issues as a departmental expert, the CEM collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency. They produce high-quality project documentation with no assistance and guide and mentor Analysts to produce the same high-quality project documentation, documenting lessons learned and applying them to subsequent projects.