Customer Experience Manager

$67,400 - $121,600/Yr

T-mobile/t-mobile West - Frisco, TX

Full-time - Mid Level

Frisco, TX

About the position

The Customer Experience Manager (CEM) at T-Mobile plays a crucial role in developing and maintaining policies, procedures, and programs related to fraud, cyber, and legal matters across all Sales and Care channels. This position is integral to ensuring that any changes impacting frontline teams and customers are effectively planned and executed. The CEM is responsible for the readiness of all projects and initiatives, collaborating with senior business owners to ensure alignment on design and requirements. They oversee the execution planning for customer-facing initiatives and address a wide range of customer-impacting issues that arise outside formal projects. The CEM advocates for the customer experience and ensures that frontline employees are equipped to support customers effectively. In this role, the CEM develops comprehensive execution plans for major business initiatives, presents executive summaries to senior leaders, and communicates tactical details to sales teams. They are accountable for all actions leading up to, during, and after the launch of initiatives. The CEM leads cross-functional teams to identify risks and solutions, ensuring that customer and frontline experience issues are addressed. They foster relationships with key organizations outside of Sales and Care, such as Legal and Cybersecurity, to ensure that customer needs are met. Additionally, the CEM serves as a subject matter expert on enterprise-wide project teams, guiding technical solutions and ensuring seamless implementation of new products and services. The CEM is also responsible for producing high-quality project documentation, mentoring analysts, and documenting lessons learned for future projects. This role requires a proactive approach to identifying potential issues and collaborating with cross-functional partners to implement solutions swiftly. The CEM must possess strong leadership skills and a deep understanding of customer service, process management, and project management to excel in this position.

Responsibilities

• Develops and owns comprehensive execution plans for major business initiatives impacting the front line in fraud, cyber, and legal policy and procedure.
• Presents executive summaries to senior leaders and tactical details to sales field and leaders.
• Accountable for completion of all actions prior to launch, support during launch, and follow-up actions post-launch for major business initiatives.
• Owns requirements on behalf of all customer-facing channels for all project activities including concept, assessment, requirements drafting, design, development, communication, and implementation.
• Leads execution trade-off decisions and ensures cross-functional teams identify detailed scenarios and use cases, evaluating corresponding risks and selecting solutions.
• Ensures clear understanding of key customer and frontline experience issues and alignment of solutions with customer experience drivers.
• Fosters relationships to provide awareness of channel and customer needs with key organizations outside of Sales or Care channels.
• Serves as a consulting or subject matter expert on enterprise-wide project teams to ensure integration of reengineering efforts.
• Leads cross-functional sub-teams on technical solutions needed from systems design.
• Partners with legal, fraud, and cyber teams to influence positive solutions for the front line and customers throughout project stages.
• Solves complex, multi-faceted problems facing day-to-day operations and delivers simplified solutions for customer service excellence.
• Defines Support Model for Sales and Care channels including administration, maintenance, compliance, and technical support of products or services.
• Ensures seamless implementation of new products and services, applying guiding principles and standards for desired interactions and behaviors.
• Proactively identifies potential issues and collaborates with partners to mitigate risks with urgency.
• Produces high-quality project documentation and guides analysts to do the same.
• Documents lessons learned and applies them to subsequent projects.

Requirements

• High School Diploma/GED (Required)
• 2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels (Required)
• 2-4 years Project or program management experience (Required)
• Customer Service (Required)
• Process Management (Required)
• Project Management (Required)
• Team Leadership (Required)
• Microsoft Office (Required)

Benefits

• Medical, dental, and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off
• Up to 12 paid holidays
• 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
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs