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T-Mobile USA, Inc. Sr Manager, Customer Retention in Bellevue, Washington

Job DescriptionLocation: Bellevue, WA or Overland Park, KS strongly desired/ Other Locations Will Be ConsideredThe Sr Manager will lead the team responsible for analyzing, identifying, designing and implementing customer retention and loyalty programs within the Care organization. This will entail coordinating new, existing and planned projects across Care & other T-Mobile departments. Among the opportunities for improvement in Churn and Loyalty that the Sr Manager would be expected to participate in are local market strategies, customer experience, value management and steering. Ability to develop and lead a strong team will be critical for success in the role, as well as developing the strategy for programs addressing postpaid customer churn in customer care. ResponsibilitiesManages a team of analysts and performance managers, responsible for executing and reporting against churn initiatives in care.Responsible for coaching and developing team against performance objectives and career goals.Drives the development & implementation of strategic & tactical plans supporting care retention targets. This requires the ability to clearly communicate to a variety of levels in leadership and understand what is important to different stakeholders in the business and ensure their interests are protected, as well as the overall program objective throughout project planning and executionLeverage customer, financial and churn data to inform decisions and identify the opportunity areas, and tactics needed, to mitigate churn risk, deepen the customer relationshipResponsible for key vendor relationships and driving the performance across multiple lines of business.Responsible for conducting data mining, predictive modeling, applying advanced mathematical and statistical concepts to interpret results and identify correlations and make recommendations based on insightsAccountable for and directs others in creation of all project communications. Directs others in the facilitation of team and project meetings.Leads cross-functional or multi-team effort in defining budget requirements for a project or program, providing thought leadership into initial financial estimates for the business case. Drives business case generation with finance and the business owner.Partner cross-functionally to determine organizational churn objectives for T-Mobile's Care organizationQualifications7 + years Strategic Analysis in a large corporation (note, experience in a strategic or operational consulting organization can substitute for this requirement)3 to 5 years of project or product management experience3 + years of relevant experience working for a large national service provider, retailer, or multi-channel distributionMust be proficient and have experience using MS Office (Excel, Word, PowerPoint, Power BI), advantage Excel skills & SQL experience are a plusExcellent written and verbal communication skills; effectively communicates with all employee levels and levels of management.Proven experience with identifying & resolving project impacting issues, works with members of the Project team and business SMEs/executives to develop and implement viable solutions.Demonstrated data mining, mathematical/statistical modeling, and business case skillsDesiredPrevious people management experience preferredEducationBachelors Degree. Bachelors, MBA or advanced degree preferred in Business or related field or related work experienceCompany ProfileT-Mobile U.S. Inc. (NASDAQ: TMUS) is America's supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile's customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive

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