Customer Experience Manager

$67,400 - $121,600/Yr

T-Mobile US - Bellevue, WA

Full-time - Senior

Bellevue, WA

Telecommunications

About the position

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. This role drives and owns the execution planning for every customer-facing initiative and is responsible for resolving a broad range of customer impacting issues which occur outside of formal projects.

Responsibilities

• 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.
• Presents 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.
• Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business initiatives they own.
• Has ownership of the requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation.
• Leads and owns all execution trade off decisions.
• Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected.
• Leads cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience.
• Is responsible to foster 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, IT.
• 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.
• Leads cross functional sub teams on technical solutions needed from systems design.
• Partners 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.
• Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.
• Defines Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service.
• Ensures seamless implementation of new products & services and applies the Sales Operations Services guiding principles and standards to define desired interactions and standards of behavior.
• Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
• Produces high-quality project documentation with no assistance.
• Guides and mentors Analysts to produce the same high quality project documentation.
• Documents lessons learned and ability to apply 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

• Paid parental leave
• AD&D insurance
• Employee stock purchase plan
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Family leave
• Parental leave
• Vision insurance
• Life insurance
• Childcare
• Pet insurance