Sr Manager, Business Intelligence - Customer Service

Company: T-Mobile USA, Inc.
Location: Bellevue
Posted on: March 12, 2025

Job Description:

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview

As a Senior Manager of Business Intelligence within T-Mobile's Customer Service organization, you will lead a high-performing team in designing and delivering cutting-edge business intelligence solutions-including reporting, deep analytics, and data infrastructure/architecture-to enhance customer and frontline experiences. You will ensure that new customer and employee-facing technologies developed by Product and Technology teams effectively resolve customer pain points, prevent unnecessary contacts, reduce customer churn and effort, create contextualized experiences, and empower our frontline teams to deliver world-class service.

This role requires a strategic blend of technical expertise, team leadership, and cross-functional collaboration to drive business impact through data enablement, AI-driven insights, and customer-focused innovations.

The ideal candidate must also be at the forefront of be critical conversations and have advanced C-level verbal and PowerPoint presentation skills.

Job Responsibilities:

• Create clear goals, structure and measurement rules for the Business Intelligence and Data Architecture team to streamline processes and increase the workflow effectiveness and efficiencies
  
• Collaborate with cross-functional leaders to identify new business opportunities and/or partnerships. Provide related analyses and optimization plans
  
• Architect, document, and democratize data solutions to enable team and business success as a whole
  
• Motivate and focus on people resources, lead the trainings for new hires and provide knowledge of business solutions/trends
  
• Strategic Communication: Translate complex data concepts into actionable insights for senior executives, influencing data-driven decision-making.
  
  
  Education:
  
  • Bachelor's Degree in Science, Technology, Engineering or Mathematics (Required)
    
  • Master's/Advanced Degree MBA (Preferred)
    
    
    Work Experience:
    
    • 7-10 years Experience with business intelligence tools (e.g.Tableau, Power BI etc) (Required)
      
    • 7-10 years Experience in advanced analytics including SQL/ETL of complex datasets, competitive analysis, quantitative analysis & research (Required)
      
    • 2-4 years Managing a team of data and analytics professionals (Required)
      
      
      Knowledge, Skills and Abilities:
      
      • Expertise in technical tools (DataViz; SQL; automation; report/metric design, algorithms/modeling; cloud native systems for big data eg. Databricks/Azure/Snowflake) (Required)
        
      • Strong problem-solving skills with the ability to turn findings into executable plans (Required)
        
      • Strategically minded, contributes to the development of a coherent overarching strategic vision for the company. Demonstrated ability to work with ambiguity and be able to determine next steps without specific direction, as well as to provide that direction to team members (Required)
        
      • Strong change management skills with the ability to communicate broadly to internal teams (Required)
        
      • Expert analytical, problem solving and critical reasoning skills (Required)
        
      • Extensive experience interacting with and presenting creative work to Sr leadership. Must demonstrate executive maturity and leadership skills and be able to clearly lead / guide creative across integrated teams and external partners. (Preferred)
        
      • Leadership capability in recruiting, retaining and developing a dynamic, high-performing team (Required)
        
      • Ability to influence peers, build trust and create strong cross-functional relationships across an organization to achieve common goals (Required)
        
        
        --- At least 18 years of age
        --- Legally authorized to work in the United States
        
        Travel:
        Travel Required (Yes/No):Yes
        
        DOT Regulated:
        DOT Regulated Position (Yes/No):No
        Safety Sensitive Position (Yes/No):No
        
        Base Pay Range: $129,400 - $233,500
        
        Corporate Bonus Target: 20%
        
        The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.
        
        At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here .
        
        At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com .
        
        Never stop growing!
        As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!
        
        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.
        
        Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500 . Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

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