Job Overview
This role leads the design and execution of frontline customer experiences across multiple channels and touchpoints to enhance service delivery. It manages operational readiness for new products and initiatives, ensuring frontline teams are equipped and aligned for successful implementation. The role uniquely combines strategic leadership with operational management to drive continuous improvement and innovation in customer interactions. Success is measured by the effectiveness of frontline enablement, customer satisfaction, and the seamless integration of new service programs. The work directly influences organizational performance and customer engagement by shaping how frontline services are delivered and experienced.

Job Responsibilities:

• Lead the design and execution of scalable frontline experiences by translating customer and business needs into aligned cross-functional plans
• Manage operational readiness for major launches, including frontline enablement, support models, and escalation frameworks
• Architect and implement digital and AI-enabled solutions to simplify operations and empower frontline staff
• Govern experience quality by analyzing insights and feedback to drive continuous improvement and simplification
• 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 Analytical experience (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)
• Analytical Review (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

Total Target Cash Earnings Opportunity: $122,760 - $221,400

National Base Pay Range: $102,300 - $184,500

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ371183¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

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!