Sr Manager, Business Intelligence - Customer Service

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Job Overview

As a Senior Manager of Business Intelligence within T-Mobile’s Customer Service organization, you will lead a high-performing team in designing and delivering ground breaking business intelligence solutions—including reporting, deep analytics, and data infrastructure/architecture—to enhance customer and frontline experiences. You will ensure that new customer and employee-facing technologies developed by Product and Technology teams effectively resolve customer problems, prevent unnecessary contacts, reduce customer churn and effort, create contextualized experiences, and empower our frontline teams to deliver world-class service.

This role requires a strategic blend of technical expertise, team leadership, and cross-functional teamwork to drive business impact through data science, statistical modeling driven insights, and customer-focused innovations.

The ideal candidate must also be at the forefront of be critical conversations and have advanced C-level verbal and PowerPoint presentation skills.

Job Responsibilities:

• Create clear goals, structure and measurement rules for the Business Intelligence and Data Science team to streamline processes and increase the workflow effectiveness and efficiencies

• Collaborate with cross-functional leaders to identify new business opportunities and/or partnerships. Provide related analyses and optimization plans

• Create document, and democratize analytics to enable team and business success as a whole

• Motivate and focus on people resources, lead the trainings for new hires and provide knowledge of business solutions/trends

• Strategic Communication: Translate complex data concepts into actionable insights for senior executives, influencing data-driven decision-making.

Education:

• Bachelor's Degree in Science, Technology, Engineering or Mathematics (Required)

• Master's/Advanced Degree MBA (Preferred)

Work Experience:

• 7-10 years Experience with business intelligence tools (e.g.Tableau, Power BI etc) (Required)

• 7-10 years Experience in advanced analytics including SQL/ETL of complex datasets, competitive analysis, quantitative analysis & research (Required)

• 2-4 years Managing a team of data and analytics professionals (Required)

Knowledge, Skills and Abilities:

• Expertise in technical tools (DataViz; SQL; automation; report/metric design, algorithms/modeling; cloud native systems for big data eg. Databricks/Azure/Snowflake) (Required)

• Strong problem-solving skills with the ability to turn findings into executable plans (Required)

• Strategically minded, contributes to the development of a coherent overarching strategic vision for the company. Demonstrated ability to work with ambiguity and be able to determine next steps without specific direction, as well as to provide that direction to team members (Required)

• Strong change management skills with the ability to communicate broadly to internal teams (Required)

• Expert analytical, problem solving and critical reasoning skills (Required)

• Extensive experience interacting with and presenting creative work to Sr leadership. Must demonstrate executive maturity and leadership skills and be able to clearly lead / guide creative across integrated teams and external partners. (Preferred)

• Leadership capability in recruiting, retaining and developing a dynamic, high-performing team (Required)

• Ability to influence peers, build trust and create strong cross-functional relationships across an organization to achieve common goals (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: $129,400 - $233,500

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 expe