Job Overview
Sr Technical Process Optimization Manager at T-Mobile is instrumental in enhancing operational efficiencies through expert application of IT and Telecom best practices. This role focuses on the lifecycle management of major incidents, changes, and problem-solving within critical operations, ensuring robust process alignment and improvement. Utilizing advanced tools like ServiceNow and methodologies such as Six Sigma, the manager assesses, prioritizes, and leads the collaborative design and implementation of technical solutions. The manager will serve as lead practitioner and process manager for one or more core operational process. By proactively evaluating process efficacy and integrating stakeholder feedback, they play a crucial role in optimizing business processes. Their contributions are vital in maintaining T-Mobile's commitment to operational excellence and customer satisfaction.

Job Responsibilities:

• Owns and optimizes operational processes to identify inefficiencies and areas for improvement
• Leads the design and implementation of technical solutions to enhance business operations
• Prioritizes major incidents, changes, and problem-solving initiatives within critical operations
• Evaluates the efficacy of current processes and integrates stakeholder feedback for optimization
• Collaborates with cross-functional teams to ensure alignment and improvement of business processes

Education and Work Experience:

• Bachelor's degree plus 3 years of related work experience
  OR advanced degree with 1 year of related work experience
  OR combination of education and experience deemed equivalent
• Acceptable areas of study include Computer Science, Information Technology, or related field (preferred)
• Master's/Advanced Degree Business Administration or Information Systems (Preferred)
• 7-10 years - Implementing and managing IT service management tools such as ServiceNow
• 2-4 years - Applying Six Sigma or similar methodologies for process improvement within technical operations
• 7-10 years - Leading cross-functional teams in the design and implementation of technical business solutions

Knowledge, Skills and Abilities:

• ServiceNow Proficiency in using ServiceNow for managing IT services and operations. (Required)
• Six Sigma Knowledge of Six Sigma methodologies to improve business processes and reduce defects. (Required)
• Change Management Ability to manage and lead change within the organization to ensure successful adoption of new processes and technologies. (Required)
• Problem Solving Strong problem-solving skills to effectively address and resolve issues during critical operations. (Required)
• Cross Functional Relationships Proven ability to manage and enhance relationships across different functional areas within the organization. (Required)
• Process Improvement Experience in identifying and implementing process improvements to enhance business efficiency and effectiveness. (Required)
• Analytics Strong analytical skills to assess process performance and make data-driven decisions. (Required)
• Leadership Strong leadership qualities to guide teams and projects towards successful outcomes. (Required)

Licenses and Certifications:

• ITIL Certification: Certification that demonstrates understanding and application of IT service management best practices according to the ITIL framework. (Required)
• Certified Business Process Associate (CBPA): Certification that validates knowledge and skills in business process management, focusing on process improvement and optimization. (Preferred)
• Six Sigma Certification: Certification that indicates expertise in the Six Sigma methodology for process improvement, which is crucial for analyzing and enhancing business processes. (Preferred)

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

Base Pay Range: $104,200 - $187,900

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=REQ355160¶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!