Job Overview
This role drives the design and delivery of frontline experiences that enhance customer satisfaction and expert empowerment across channels. It leads the development and execution of readiness strategies, ensuring alignment with cross-functional partners and operational standards. The role serves as a key escalation point for frontline issues and influences stakeholders to adopt and execute readiness plans effectively. Success is measured by the seamless implementation of initiatives, improved expert preparedness, and continuous optimization based on data and feedback. The work impacts organizational performance by improving frontline effectiveness and delivering consistent, scalable customer experiences.

Job Responsibilities:

• Lead the design and delivery of frontline experiences for high-visibility initiatives to improve customer and expert outcomes
• Develop and execute end-to-end readiness strategies including training, communications, tools, and support models to ensure expert preparedness
• Integrate digital tools and automation into frontline workflows to enhance efficiency and expert capabilities
• Analyze data and feedback to identify pain points and drive continuous improvement in frontline and customer experiences
• 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

Base Pay Range: $93,300 - $168,400

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=REQ359783¶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!