Manager, End User Experience
Posted on: May 9, 2022
Be unstoppable with us!
T-Mobile is synonymous with innovation-and you could be part of the
team that disrupted an entire industry! We reinvented customer
service, brought real 5G to the nation, and now we're shaping the
future of technology in wireless and beyond. Our work is as
exciting as it is rewarding, so consider the career opportunity
below as your invitation to grow with us, make big things happen
with us, above all, #BEYOU with us. Together, we won't stop!
Managing and coaching a team of System Experience Managers who are
responsible for one or more functional areas. Supporting T-Mobile's
internal user community with technology related enhancements and
incidents that impact the user experience and performance of all
systems utilized by frontline retail employees. The manager will
report into the Technology Service Center organization which
resides within the Technology Customer Experience organization.
Provide leadership, mentorship, supervision, technical support
services, and subject matter expertise that is timely, effective,
and delivered with the highest quality. Serve as a point of
escalation for team members for troubleshooting of technical
issues. Build relationships with leaders enterprise wide to
establish strategies and foster innovative collaboration in support
of the frontline systems experience. Apply a broad understanding of
how all enterprise systems and platforms interact against the
strategic priorities of the organization and T-Mobile as a
* Bachelors Degree in Business, MIS, or Computer Science
* Foundations Certification
* 5 yrs experience with Incident Management and Problem Management
* 5 yrs leading a frontline team within an IT capacity
* Experience managing staff in remote locations
* Knowledge of software development and delivery principles and
* Demonstrates working knowledge of end user hardware, operating
systems, and telephony
* Oral communications: Proven ability to express ideas verbally,
including good presentation skills
* Written communications: Proven ability to produce a variety of
business documents that display a command of language, clarity of
thought and orderliness of presentation
* Intermediate to advanced skills working with Excel, Word, Visio
* Intermediate to advanced skills working with BI reporting
* Operational Support and Analysis Certification
* Coach and develop a team of System Experience professionals to
deliver on strategy in support of the frontline systems experience.
Will support the team in cross-functional work and participate as
needed in the facilitation of meetings and/or processes through
which the multiple business owners, stakeholders, and user groups
* People Management - Coach and lead team, recognize development
needs and identify/create development opportunities within work
group; contribute to succession, diversity, and talent pool
planning; creates an environment for ongoing peer development. Acts
as a point of escalation for staff. Conducts performance
evaluations, training and hiring.
* Ensures support needs are met for highly escalated issues that
impact the Frontline system experience and strategic vision of the
organization; engages crossfuncationally to ensure the required
resources are engaged.
* Inspects and ensure impacts to frontline systems are tracked and
communicated for all planned/unplanned outages, releases, projects
and initiatives. Additionally, serve as a point of escalation for
* Creation and support of standards, processes and procedures
necessary to produce the deliverables from the team. This includes
developing and proposing alternate strategies and approaches to
challenges as well as make recommendations to upper management on
how to remove obstacles and resolve problems.
* Collaborates with other groups in handling and responding to
client issues, problem analysis and making requested service
improvements. Drives long-term support improvements with peers in
various other groups (Service Desk, EUS, Security & Compliance,
technical and business and teams).
* Create and validate the content, audience, and messaging in our
communications to business partners and stakeholders on any issues
relating to service outages, system upgrades and general IT
* Also responsible for other Duties/Projects as assigned by
business management as needed.
* At least 18 years of age
* Legally authorized to work in the United States
* High School Diploma or GED
* T-Mobile requires all employees in this position to be fully
vaccinated for COVID-19 prior to starting work, unless precluded
from doing so by applicable law. The CDC currently defines "fully
vaccinated" as two weeks after the second dose for Pfizer and
Moderna, and two weeks after the single dose of Johnson & Johnson.
T-Mobile will require proof of vaccination prior to successful
applicant's first day of work, and will consider requests for
exemption from this requirement during the offer phase (1) as a
reasonable accommodation for medical reasons or sincerely held
religious beliefs where the accommodation would not cause T-Mobile
undue hardship or pose a direct threat to the health and safety of
others, or (2) for other reasons under applicable law.
Never stop growing!
T-Mobile 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.
If you'd like to receive more information about careers at
T-Mobile, sign up for the T-Mobile Talent Community today!
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.
Keywords: T-Mobile, Bellevue , Manager, End User Experience, IT / Software / Systems , Bellevue, Washington
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