T-mobile/t-mobile West - Frisco, TX
posted 2 months ago
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.