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in Bellevue, WA

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Hours Full-time, Part-time
Location Bellevue, WA 98006
Bellevue, 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 Service Operations Support team has recognized a need for end-to-end management of both functional products and service programs delivered across our customer touch points. Product launches, service programs, and operational initiatives require execution ownership to ensure optimal overall customer experience through frontline delivery. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes and policies, and deployment efforts. This position is responsible for employing TMUS' customer experience guiding principles and customer commitments to deliver the differentiated TMUS customer experience across all channels through managing a team of managers and/or analysts to support and improve the customer experience delivered by our frontline employees. Coaching and developing each manager and/or analyst on the team is a key function of this role.
Qualifications
Experience creating and driving departmental strategy including the development and implementation of underlying tactics
3 years of wireless experience
3 years of leadership experience
2 years of analytical experience
3+ years of wireless experience
3-5 years of analytical experience
3-5 years of project management experience
5+ years of leadership experience

Education
Minimum Required
Bachelors Degree. Business or Technical
5 years related experience
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
 
Essential Functions
Provide coaching, feedback, project guidance to other team members
Oversee and direct departmental strategy and roadmap and represent needs at leadership meetings
Oversee the execution of analysis and resolution of product issues impacting customers and employees 
Prepare departmental communications and provide status for key projects and metrics
Oversees teams and/or manages the execution of creating business process mapping and documentation
Build key relationships with internal/external business partners
Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services
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, citizenship 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.