Customer Experience Manager

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.