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Senior Manager, Customer Experience

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

T-Mobile

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Location:
United States , Bellevue

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

112900.00 - 203700.00 USD / Year
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Job Description:

Lead a team passionate about delivering T-Mobile’s digital experience strategy and transformation outcomes. Identify, prioritize, and drive key initiatives that simplify and elevate the digital customer journey—with a primary focus on service, and support across assisted channels. Working cross-functionally with Product, Technology, Retail, and Care, uncover difficulties, translate insights into relevant improvements, and ensure measurable outcomes. Track and optimize customer experience KPIs, satisfaction, effort, and digital adoption—while developing scalable processes that ensure consistent, high-quality delivery.

Job Responsibility:

  • Lead and encourage a team through mentor, career development, and performance feedback
  • Develop and implement customer experience strategies aligned with T-Mobile’s vision and customer-first philosophy
  • Represent the voice of the customer at the leadership level to influence product and service build
  • Oversee sophisticated, cross-functional projects from concept to execution, ensuring flawless rollouts across channels
  • Identify process improvement opportunities and partner with internal teams to build customer-centric solutions
  • Deliver clear, concise communications on project status, key metrics, and team updates
  • Build positive relationships with senior leaders across the enterprise to drive alignment and support
  • Champion post-launch strategies that improve new commerce, product, and service experiences
  • Tackle additional projects and responsibilities as needed

Requirements:

  • Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent
  • 4–7 years of experience in the wireless industry
  • 4–7 years of people leadership and team development experience
  • 2+ years of experience identifying customer difficulties, designing solutions, and ensuring implementation
  • Strong background in customer experience strategy, process optimization, and analytics
  • Strategic problem solver with a proven track record to influence and get results at all levels
  • Proficient in Microsoft Office
  • experience with SQL and analytics tools is a plus
  • Excellent communication, problem-solving, and project management skills
  • Microsoft Office (Required)
  • SQL (Required)
  • Analytics (Required)
  • Leadership (Required)
  • At least 18 years of age
  • Legally authorized to work in the United States
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
  • Paid time off and 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
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