Job Information
T-Mobile USA, Inc Sr Customer Experience Manager, CX Resolution 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! Job Overview As the Senior Customer Experience Manager at T-Mobile, you'll be at the heart of revolutionizing our integrated customer experience by analyzing customer pain points, driving ideation sessions to solve CX concerns, and leading/supporting cross-functional efforts to deliver improved experiences. Initiatives will range from small process/documentation updates all the way up to capital development efforts that impact T-Mobile enterprise wide systems, and will involve a wide variety of cross-functional partner organizations. Bring your deep subject matter expertise in systems and processes to the table as we embark on program and system-level initiatives that redefine the wireless industry. Job Responsibilities: Lead the Integrated Customer Experience: Perform root cause analysis of escalations and identify solutions to prevent similar issues in the future Lead cross-functional teams to navigate complex, system and process related issues with finesse Drive small to large-scale initiatives improving systems, user experience, and customer satisfaction. Effective Communication: Engage with leadership, business partners, and team members, providing updates on strategy progress. Keep team members informed about cross-functional issues impacting the availability and functionality of production systems. Strategic Leadership: Own the evaluation, delivery, and design of solutions that elevate systems, user experience, and overall customer satisfaction. Define prioritization based on customer and partner input, experience, and knowledge of company objectives. Documentation and Mentorship: Provide tactical direction, exert positive influence, and serve as an escalation resource. Teamwork and Influence: Act as a liaison between cross-functional technical and frontline organizations, ensuring successful implementations. Resolve conflicts in priority, shaping a collaborative and positive work environment. Qualifications: 2+ years of Wireless experience, within or supporting Care or Retail. 2+ years of Analysis or systems production support experience. Business process management experience. High School Diploma or equivalent experience/GED Desired: Solid understanding of Customer Delivery methods and procedures. Experience with software application development or support. Bachelors Degree in a quantitative subject area * At least 18 years of age * Legally authorized to work in the United States Washington Pay Range: $103,800 - $140,500 The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles a