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Manager, End User Experience

Company: T-Mobile
Location: Bellevue
Posted on: May 9, 2022

Job Description:

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 whole.


* Bachelors Degree in Business, MIS, or Computer Science
* Foundations Certification
* 5 yrs experience with Incident Management and Problem Management processes
* 5 yrs leading a frontline team within an IT capacity


* Experience managing staff in remote locations
* Knowledge of software development and delivery principles and methodologies
* 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 and PowerPoint
* Intermediate to advanced skills working with BI reporting tools
* 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 assess open.
* 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 system-impacting issues.
* 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 informational announcements.
* 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 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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