Customer Experience Manager Job at T-Mobile (Bellevue)

Customer Experience Manager

T-Mobile

Location:
United States , Bellevue ▼
Overland Park
Frisco

Category:
-

Contract Type:
Not provided

Salary:

67400.00 - 121600.00 USD / Year

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Job Description:

The Customer Experience Manager (CEM) - TFB Operations plays an integral role in the development and maintenance of exciting wireless products, services and programs for TFB Sales channels. Incumbent will be an active member of enterprise-wide and/or Sales and Marketing-specific project teams focused on delivering, enabling and optimizing TFB prospecting and selling motions. Responsibility may include designing and executing on: Salesforce data hygiene, lead routing flows, marketing and sales campaigns, lead lifecycle, seller motion enhancements in Salesforce.com and related applications, managing third party software platforms and vendors. This role is ultimately responsible for all planning and preparation for any change that impacts the customer. They own the front line readiness of all projects and initiatives and work cross functionally with senior level business owners to ensure alignment on design exists prior and during requirements, readiness plans are in place pre-launch, flawless execution takes place during launch, and all post launch issues are monitored, measured and resolved. This role drives and owns the execution planning for every customer facing initiative and are responsible for resolving a broad range of customer impacting issues which occur outside of formal projects. The CEM is the key role responsible for advocating on behalf of the customer and ensuring a front-line employee experience exists to support the customer. With senior channel level support, this position provides requirements and approval for requirements of the launch of new products and services.

Job Responsibility:

Develops and owns execution plans for major business initiatives impacting front-line customer experience to ensure readiness and alignment
Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business initiatives they own
Collaborates with marketing, product development, and other departments to influence project requirements and solutions benefiting customers and front-line staff
Has ownership of the requirements on behalf of all customer facing channels for all project activities including
concept, assessment, requirements drafting, design, development, communication, and implementation
Leads and owns all execution trade off decisions
Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected
Leads cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to: Marketing, Product Development, PMO, EPMO, Learning & Development, Corp Communications, Marketing, Finance, IT
Serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives
Leads cross functional sub teams on technical solutions needed from systems design
Partners with marketing, technical teams and/or product development, to influence solutions in a positive way for the front line and customers through the requirements, design, deploy and post launch stages of a project
Solves complex, multi-faceted problems facing day-to-day operations
deliver simplified solutions that allow the department to seamlessly provide customer service excellence
Defines Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service
Ensures seamless implementation of new products & services and applies the Sales Operations Services guiding principles and standards to define desired interactions and standards of behavior
Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency
Produces high-quality project documentation with no assistance
Guides and mentors Analysts to produce the same high quality project documentation
Documents lessons learned and ability to apply to subsequent projects
Also responsible for other Duties/Projects as assigned by business management as needed

Requirements:

High School Diploma/GED
2-4 years Wireless experience
previous experience working within or supporting Retail or Care channels
2-4 years Project or program management experience
Customer Service or Sales Support
Process Management
Project Management
Team Leadership
Microsoft Office
Change Management
Salesforce CRM
Third Party SaaS Applications
Lucidchart or Visio
B2B Marketing
Data Analysis
Project Management Certification
At least 18 years of age
Legally authorized to work in the United States

Nice to have:

Change Management
Salesforce CRM
Third Party SaaS Applications
Lucidchart or Visio
B2B Marketing
Data Analysis
Project Management Certification

What we offer:

competitive base salary and compensation package
annual stock grant
employee stock purchase plan
401(k)
access to free, year-round money coaches
annual bonus or periodic sales incentive or bonus
medical, dental and vision insurance
flexible spending account
employee stock grants
employee stock purchase plan
paid time off
up to 12 paid holidays
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
voluntary long-term care insurance
mobile service & home internet discounts
pet insurance
access to commuter and transit programs

Additional Information:

Job Posted:
March 25, 2026

Employment Type:

Fulltime

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