T-Mobile US - Bellevue, WA
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. 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.