Sr Customer Experience Manager

Company: T-Mobile USA, Inc.
Location: Bellevue
Posted on: February 25, 2021

Job Description:

To open the chat window click on the message us link from the contact us drop down The Digital Design team is dedicated to delivering digital to retail experiences. The Senior Customer Experience Manager (Sr CEM), plays an integral role in the development of exciting wireless products, services, and experiences that will transform Retail. This person will be an active member of enterprise-wide project teams. This role is ultimately responsible for planning and preparation for changes that impact the customer. The Sr CEM is the key role responsible for advocating on behalf of the customer and ensuring a Frontline employee experience exists to support the customer.

Position has potential to be located in various markets including Bellevue, Frisco, or Overland Park. What you'll do in your role.

• Provide coaching, feedback, project guidance to other team and project members.
• Oversee and direct the comprehensive execution plans for Digital Retail initiatives that impact the Customer & Frontline. Presents executive summaries to senior level leaders, while also summarizing and presenting the tactical details to frontline teams and leaders.
• 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.
• Also responsible for other Duties/Projects as assigned by business management as needed. The experience you'll bring.
  • Bachelor's degree in Business or Technical fields 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. 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 , Sr Customer Experience Manager, Executive , Bellevue, Washington