Job Information
T-Mobile USA, Inc Customer Experience Manager, Product Realization REQ241535 in Bellevue, Washington
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! System experts that understand the needs of the frontline and can translate this into a language that our EIT & Engineering partners can act upon to deliver enhancements that modernize/improve the Frontline system experience. Job Responsibilities: Develop and deliver an exceptional Frontline system experience in support of enterprise strategy by applying deep subject matter expertise of systems and platforms to execute on program and/or system level initiatives. Own and drive cross functional issue resolution and critical problem management efforts impacting multiple lines of business and applications. Serve as a departmental lead for specific product portfolios whether funded through capital or operational investment. This role is ultimately responsible for planning and preparation for any change that impacts the Frontline system experience. Apply understanding of a particular technical platform that serves a critical portion of the business to contribute to planning for scalability, sustainability, and future development of systems and solutions. Interact with departmental leadership teams and act as a liaison between cross-functional technical and Frontline organizations in support of system requirements, design strategies, and successful implementations from concept through launch, and ongoing production support. "Lead medium to large initiatives to improve the systems, user experience, related procedures, and customer satisfaction. Manage the Frontline systems experience throughout product and production lifecycle. Includes cross-functional product ownership, implementation and launches, and ongoing support. Lead adhoc teams to effective management of complex, cross-functional system issues." Create, own, and/or approve technical documentation including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures. Able to teach these skills to others. Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the systems, user experience, and overall customer satisfaction. "Communicate with leadership, business partners, and stakeholders on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems. Prepare communications for executive and business sponsor audiences on user acceptance test status, system launch readiness, disruptive events, and issues summaries." Define and communicate prioritization based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as an escalation point to resolve stakeholders' conflicts in priority. Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource to Associate Product Mangers. Education: BS in Quantitative field or equiv experience Work Experience: Business Systems Analyst Certification (preferred) 1-2 yrs management of people or processes 3-5 yrs wireless supporting Care or Retail Knowledge, Skills and Abilities: 2-4 years analysis or systems production support, including Problem Management Competence with multiple software development lifecycles, i.e. RUP, SCRUM, Waterfall Customer Service (Required) Process Management