Principal Customer Experience Manager, Wholesale - WA, KS, TX, GA

Company: T-Mobile USA, Inc.
Location: Bellevue
Posted on: April 5, 2021

Job Description:

Principal Customer Experience Manager, Wholesale - WA, KS, TX, GA The Principal Customer Experience Manager has a customer centric obsession that guides their actions in defining and orchestrating the sales motion and the Wholesale sales funnel management activities at T-Mobile. This role is a critical team member in shaping and executing the Wholesale Line of Busienss strategies. The candidate will have demonstrated strength in strategic direction & analysis, existing expertise in sales funnel management, strong understanding of business architecture, and skill in leveraging functional and organizational interdependencies to drive success in current and future projects. This role will create, define and improve how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Ability to model these interactions to guide technology and requirements strategy to better achieve the critical goals and objectives of the business. Responsibilities will include; developing comprehensive plans for sales funnel insights with business partners to influence change; manage and solve business and stakeholders' pain points and escalations through process improvement; collaborate and communicate with cross-functional partners, stakeholders and leadership to deliver best in class sales experience. Additionally, they will work cross-functionally to understand the linkage between T-Mobile's business goals and defining Customer and Frontline experiences to maximize T-Mobile success. What you'll do in your role.

• Work cross-functionally to understand the linkage between T-Mobile's business goals, business architectures, and requirements frameworks. Proactively identify sales motion and customer experience opportunities, identify root cause and drive solutions through cross-functional teams. Provide coaching, feedback and recommendations across the Enterprise, and in partnership with other Lines of Business, to optimize the sales motion experience for both sellers and business stakeholder including the leadership level.
• Seek to understand how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Model these interactions to guide technology strategies to better achieve the strategic goals and objectives of the business.
• Capture the tactical and strategic business goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance. Enumerate, analyze, catalog, and suggest improvements to the strategic, core and support processes of the business unit, as needed, to support strategic and operational goals.
• Elevate service interaction metric results to match sales interaction metric performance by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance.
• Direct liaison with Leadership/Operational teams to inform deal construct and execution strategy tools and stakeholder needs. Propose strategy, ideas and recommendations to leadership during frequent interactions.
• Also responsible for other Duties/Projects as assigned by business management as needed. The experience you'll bring.
  • 7+ years project or program management
  • Experience leading complex cross functional efforts across multiple enterprise functions
  • Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques
  • Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business, Wholesale)
  • Proven leader in establishing, innovating and improving customer and frontline experience processes
  • 10+ years' experience in process design/management including proven success in process design, optimization, analysis and documentation Bellevue, KC, Dallas (Frisco), and Atlanta Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry. We also hook you up with discount programs for everyday stuff. Help with the fam Families rock. But child care, adoption, and surrogacy are big decisions. We offer financial and wellness support to help reduce those burdens and navigate the details. Investment options Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab TMUS stock at a discount. Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more - even for part-time employees Paid R & R Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge. Ongoing education We fully foot the tuition bill at five online universities (FT only), and provide tuition assistance to other schools for FT and PT employees. Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry. We also hook you up with discount programs for everyday stuff. Help with the fam Families rock. But child care, adoption, and surrogacy are big decisions. We offer financial and wellness support to help reduce those burdens and navigate the details. Investment options Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab TMUS stock at a discount. Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more - even for part-time employees Paid R & R Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge. Ongoing education We fully foot the tuition bill at five online universities (FT only), and provide tuition assistance to other schools for FT and PT employees. What's it like to work at T-Mobile? Find out. "The most amazing company ever!" Current Field Sales Recruiter in Waterville, ME Pros Ability to think outside the box and bring your own personal best to your career. Tons of communication and flexible to change with customers and employees needs. Fun, fast pace, fantastic people! Cons We move very fast, you have to be able to roll with it and be excited by change. Thing are not always flawless, but there is tons of support as we grow and change. Advice to Management John is the best CEO! Keep communicating, keep things fun, let's be number one! "Great Work & Great People!" Current Diversity & Inclusion Field Program Manager in Albuquerque, NM Pros Culture, leadership, growth, flexibility, & benefits Cons None, I love it! I can't think of any right now. "One of the best jobs I've ever had" Former Anonymous Employee in Bellevue, WA Pros Managers (at least mine) actually listened to and advocated for their employees. Great pay. Nice perks. Good culture -- people didn't seem miserable. Cons As with any big company, can take a while for things to get done. Lots of layers, etc. But definitely moves faster than other big companies I've worked for. Advice to Management Don't advance those mid- to senior mgrs who just go through the motions. Do more to keep smart, talented people on board. T-Mobile U.S. Inc. (NASDAQ: TMUS) is America's supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile's customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: http://www.t-mobile.com EOE Statement Equal Employment Opportunity
    
    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, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Connect with us T-Mobile USA, Inc. is an Equal Opportunity Employer.

Keywords: T-Mobile USA, Inc., Bellevue , Principal Customer Experience Manager, Wholesale - WA, KS, TX, GA, Education / Teaching , Bellevue, Washington