Principal Systems Experience Manager

Job Description:

Oversee complex Universe 2.0 program level deliverables and systems experience strategies for multiple functional areas. Serve as a departmental lead and an active member of the leadership team for specific capital and operational projects; this role is ultimately responsible for all planning and preparation for strategic changes that impact the front-line system experience for assigned functional areas. Contributes to the creation and owns the implementation of the systems strategy for their functional areas to enable selling of our products, customer service, and a positive employee experience. Interact with executive business leadership for Frontline, Marketing, and other stakeholders and act as a liaison between cross-functional technical and Frontline organizations to secure alignment on system strategy, requirements, design, and successful implementations from concept through launch and continuous improvement.

Responsibilities:

Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

• Provide business and technical program leadership to inform and oversee systems experience strategy and roadmap for multiple functional areas; informed by broad knowledge of the systems, user groups, and stakeholder groups. Inform usability and functionality as it relations to the employee experience. Advocate for and protect the employee experience throughout programs.
• Lead and drive cross-functional teams in complex issue identification and resolution for system process and escalations impacting the frontline.
• Define and prioritize strategic programs' direction based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as an escalation point to resolve stakeholders' conflicts in priority across multiple programs.
• Communicate with executive level business partners and stakeholders on strategy status and/or existing cross-functional issues and escalations impacting the strategy and/or production systems.
• Identify Frontline business needs and present concepts to business leadership. Includes business case, project proposal, funding estimates, concept initiation, and results upon implementation.
• Mentor, provide strategic and tactical direction, exert positive influence, and serve as an escalation resource to System Experience Analysts, System Experience Managers, and Sr System Experience Program Managers.
• Also responsible for other Duties/Projects as assigned by business management as needed.
• Support Universe 2.0 initiatives.

Qualifications:

Minimum Required

• 6+ years of wireless experience, within or supporting Care or Retail
• 2-4 years of analysis or systems production support, including Problem Management, and Continuous Improvement Methodology
• 8+ years of people leadership or business process management
• 4 years of project or program management
• Proficient in Excel, Word, PowerPoint, Visio
• Competence with multiple software development lifecycles, i.e.  RUP, SCRUM, Waterfall

Desired

• Strong knowledge of Customer Delivery methods and procedures
• Proficient in SQL and Business Objects
• Experience with software application development or support
• PMP certification

Education

• Bachelor's degree in Computer Science, Business, Finance, or Quantitative major or discipline or equivalent work experience
• Business Systems Analyst certification or discipline or equivalent work experience
• Project Management Professional certification

Minimum Qualifications:

At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.

Company Profile:

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

EOE Statement:

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.