This is an individual contributor role reporting directly to the Sr. Manager, Frontline Experience. Job Overview This role drives the delivery of seamless experiences for customers and frontline staff to enhance satisfaction and loyalty. It manages the design and execution of frontline strategies across multiple organizational functions to ensure readiness and consistency. The role uniquely integrates cross-functional collaboration to create intuitive and effective customer and expert journeys. Success is measured by the adoption of new initiatives, improved operational efficiency, and positive feedback from frontline interactions. The work directly influences organizational performance and customer engagement by empowering staff and optimizing experience delivery. Job Responsibilities:

• Drive strategy and execution for new product and program launches to ensure seamless frontline experiences and organizational readiness
• Lead digital transformation initiatives by promoting AI, automation, and intelligent workflows to improve frontline efficiency and personalization
• Translate data and frontline insights into solutions that optimize customer and expert journeys and support strategic design
• Represent frontline perspectives by engaging stakeholders, resolving escalations, and influencing planning and systemic improvements
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelor's Degree (Preferred)
• 2-4 years Wireless experience; previous experience working within or supporting Retail or Care channels (Required)
• 2-4 years Leadership experience or similar cross-functional program leadership role (Required)
• 2-4 years Project or program management experience (Preferred)

Knowledge, Skills and Abilities:

• Customer Service Knowledge of frontline roles and responsibilities and customer support processes (Required)
• Process Management Full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to front line employee & customer satisfaction (Required)
• Customer Escalation Management (Required)
• Cross Functional Relationships Engage with many groups, including Care, Retail, Marketing, Legal, IT, etc. (Required)
• Team Leadership (Required)
• Microsoft Office Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
• Business Strategy (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel: Travel Required (Yes/No): Yes DOT Regulated: DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No Base Pay Range: $84,900 - $153,200 Corporate Bonus Target: 15% The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ363593¶dox=1 At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com. Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!