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Principal Customer Experience Manager

https://www.t-mobile.com Logo

T-Mobile

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Location:
United States , Overland Park ▼

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Category:
-

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Contract Type:
Not provided

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Salary:

96200.00 - 173600.00 USD / Year
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Job Description:

The Principal Customer Experience Manager operates as a business owner for assigned customer journeys, with deep accountability for experience quality, customer outcomes, and business performance. This role plays a critical leadership position in shaping T-Mobile’s Digital Unassisted and Assisted Purchase journeys, ensuring experiences are customer-first, scalable, and aligned to long-term business objectives.

Job Responsibility:

  • End-to-End Journey Ownership & Strategy: Fully own assigned customer journeys end-to-end
  • Define, evolve, and implement journey strategies
  • Ensure sustained value post-launch through continuous measurement, learning, and iteration
  • Customer, Frontline & Performance Insight Leadership: Maintain a constant pulse on customer and frontline pain points
  • Diagnose root causes behind metric movement
  • Translate insights into prioritized, outcome-driven recommendations
  • Cross-Functional Influence & Delivery Leadership: Lead through influence across Product, Design, Engineering, Marketing, Analytics, Operations, and Field teams
  • Clearly communicate the “why,” expected outcomes, risks, and constraints
  • Serve as a trusted thought partner to senior leaders
  • Simplification, Stewardship & Innovation: Proactively find opportunities to simplify processes, experiences, and technology
  • Challenge legacy approaches and advocate for digital-first, scalable solutions
  • Balance innovation with principled stewardship of technology investment and enterprise resources

Requirements:

  • Bachelor’s degree or equivalent relevant experience
  • 8+ years of experience in customer experience, product, process, or digital transformation roles
  • Proven experience leading complex, cross-functional initiatives across multiple enterprise teams
  • Demonstrated success owning and improving customer and frontline experiences in digital, retail, or service environments
  • Experience partnering closely with Frontline Operations (Retail, Care, Virtual Retail, or similar) and Product, IT and/or Engineering
  • Strong background in process design, experience optimization, and business performance improvement
  • Strong ability to connect business strategy, customer experience, and technology decisions into clear, actionable direction
  • Proven success influencing without authority in highly matrixed organizations
  • Advanced storytelling and communication skills, including confidence presenting to senior and executive leadership
  • Deep understanding of product development process, customer journey mapping, and frontline enablement
  • Data-driven mindset with the ability to translate insights into decisions and outcomes
  • Systems thinker with a bias toward simplification and scalability
  • Strong facilitation, problem-solving, and relationship-building skills
  • At least 18 years of age
  • Legally authorized to work in the United States
What we offer:
  • Annual stock grant
  • Employee stock purchase plan
  • 401(k)
  • Access to free, year-round money coaches
  • 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 01, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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