The job below is no longer available.

You might also like

in Auburn, WA

Use left and right arrow keys to navigate
Hours Full-time, Part-time
Location Various, WA
Auburn, Washington

About this job

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit The Customer Care Customer Experience team has recognized a need for end-to-end management of large marketing initiatives, functional product launches and service program improvements that are delivered across all of our customer service touch points. Delivering these initiatives require a large passion for erring toward the customer/frontline experience, for which ownership and a passion to be a SME is critical. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes, policies, and a deep understanding of how enterprise deployment efforts impact experiences. The Customer Experience Manager (CEM) will be responsible for to working with several cross functional teams to not only advocate for our customers/frontline employees, but also responsible for employing TMUS' customer experience guiding principles and customer commitments to effectively help our frontline teams consistently deliver on the UnCarrier Promise with our customers. Someone that is seen and acts as a team player with an ability to work across all channels is critical to the success of this roll.The Customer Experience Manager (CEM) plays an integral role in the development and maintenance of exciting wireless products, services and programs for all Sales and Care channels. 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 the customer. They own the front line 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. This role drives and owns the execution planning for every customer facing initiative and are responsible for resolving a broad range of customer impacting issues which occur outside of formal projects. 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.Minimum Required
  • 35 years of wireless experience; previous experience working within or supporting Retail or Care channels
  • Experience in process design/management including proven success in process design, optimization, analysis and documentation
  • 3 years project or program management
  • Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction
  • Previous experience managing team or similar cross-functional program leadership role
  • Proficient in MS Office - specifically Excel, Word, Power Point, Visio
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Essential Functions
  • Develops and owns the comprehensive execution plans for every major business initiative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting the tactical details to the Care frontline and Care 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 Care 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 Care channels including but not limited to; Sales, Marketing, Frontline Readiness, Social Media, Customer Delivery, Engineering, Product Development, PMO, EPMO, , Learning & Development, Corp Communications, Marketing, Finance, IT.
  • Passion to be a SME, a passion for influencing change on behalf of customers and frontline reps.
  • 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.
  • Partners with marketing, product development, 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 Care channels with a customer focus to include: administration, maintenance, compliance, and technical support of the product or service.
  • 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. Documents lessons learned and ability to apply to subsequent projects
  • Ability to manage multiple projects, deadlines and other functions
At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.We Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.