Job Description

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 OverviewThe Customer Service Operations Support team has recognized a need for end-to-end management of both functional products and service programs delivered across our customer touch points. Product launches, service programs, and operational initiatives require execution ownership to ensure optimal overall customer experience through frontline delivery. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes and policies, and deployment efforts. This position is responsible for employing TMUS' customer experience guiding principles and customer commitments to deliver the differentiated TMUS customer experience across all channels through managing a team of managers and/or analysts to support and improve the customer experience delivered by our frontline employees. Coaching and developing each manager and/or analyst on the team is a key function of this role. Job Responsibilities:Provide coaching, feedback, project guidance to other team membersOversee and direct departmental strategy and roadmap and represent needs at leadership meetingsOversee the execution of analysis and resolution of product issues impacting customers and employeesPrepare departmental communications and provide status for key projects and metricsOversees teams and/or manages the execution of creating business process mapping and documentationBuild key relationships with internal/external business partnersGuides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services