Location Requirement - This role is expected to be permanently based in Bellevue, WA or Frisco, TX. Over the next 6-12 months, the majority of the work will be performed at the Jefferson CEC in Albuquerque, NM. • Candidates who are currently based in Bellevue or Frisco are not required to relocate, but must be able to travel weekly to the Jefferson CEC in Albuquerque during the initial 6-12 month period. • Candidates who are not currently located in Bellevue or Frisco must be willing to travel weekly to the Jefferson CEC and relocate to either Bellevue or Frisco within 12 months of starting the role. Job Overview We are seeking an experienced, highly motivated and innovative thought leader to join our team as a Senior Manager - CX Programs The successful candidate will combine a strong problem solving and strategic thinking mind with leadership skills to drive ongoing improvements in programs which help drive customer experience. The specific programs which are essential to the role are but not limited to Handset Research, AI Experts and Quality of AI Bots, WFH, and Messaging The Sr. Manager will lead a moderate sized team of 8-11 focused on identifying opportunities to deliver proactive and resolution of customer pain points and issues while improving customer experience through in-depth analysis, identifying technology trends, thought leadership and applying a combination of People, Process and Technology/AI solutions to deliver: • Scalable Personalized Customer Experiences • Enabling the Digital Shift • Providing faster/effective/proactive resolution for customers • Empowering Customers and Frontline to resolve service issues with low effort Job Responsibilities: • Develop and implement a comprehensive service channel strategy with focus on enhancing customer experience, enabling the digital shift and reducing cost to serve. Collaborate with senior leadership, include Care VPs, and peers to align on the customer experience strategy with the overall goals and objectives of the programs. • Walk the path of the customer in Care channels to intentionally design and deliver end to end stitched journey experiences building upon the AI and Technology capabilities being built by the organization, combined with People and Process capabilities • Oversees the creation and delivery of executive-level presentations. Directing team members in crafting a strategic story/narrative from real business/customer problems/opportunities; ability to navigate ambiguity; using analytical/critical thinking to layout a clear, concise recommendations/solution that enables decision making. • Mentors and advises team members on best practices, creating opportunities for team members to build their knowledge and skills. Fosters a growth mindset, collaboration and teamwork. Maintains up-to-date knowledge of strategic frameworks, industry trends, and corporate and customer drivers. Education and Work Experience: • Bachelor's Degree (Required) • Master's/Advanced Degree (Preferred) • 7-10 years - Strategy and Problem Solving - Experience in framing complex problems, identifying key issues that impact business decisions, and providing data-driven recommendations. • 4-7 years - Proven experience in service strategy development/customer experience/service operations, or related roles. • 4-7 years - Proven leadership experience with the ability to lead and inspire cross-functional teams. • 2-4 years - Working knowledge/expertise with Technology/AI solutions or platforms solutions. Knowledge, Skills and Abilities: • Strategic Thinking Strategy- Ability to frame problems, use strategic frameworks, develop strategies (Required) • Communication- Excellent communication, negotiation, and interpersonal skills to collaborate effectively with internal and external stakeholders. (Required) • Project Management- Project Management Strong project management skills, with the ability to manage multiple initiatives simultaneously. (Required) • Customer Experience- Customer Centric Mindset. Knowledge of industry best practices and trends in customer experience Management (Required) • Technology- A strong understanding of trends and developments in Technology and AI for Customer Experience management and solutions (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: $112,900 - $203,700 Corporate Bonus Target: 20% 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=REQ362576¶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!