Sr Business Experience Manager

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
This role supports leadership in strategic planning and execution of operational activities within business experience management for the Service Delivery organization. It involves partnering cross-functionally and across sites to develop and deliver servicing strategies for key products and services. The role focuses on standardizing business processes and applying data and emerging technologies, including AI-enabled tools, to ensure a consistent and efficient customer experience across the enterprise. Success is measured by alignment of business and operational goals, effective process standardization, and achievement of enterprise objectives. The work impacts organizational efficiency and customer satisfaction by improving operational effectiveness and service delivery consistency.

Job Responsibilities:

• Collaborate cross-functionally to develop and implement servicing strategies for key products and services to enhance customer experience, including opportunities to apply AI-enabled tools and automation.
• Partner with internal and external stakeholders to standardize Service Delivery business processes ensuring consistency across the organization
• Represent the Service Delivery business function in metrics alignment to ensure accurate measurement and reporting of operational results
• Develop and implement business plans, policies, and procedures to support operational objectives and compliance
• Analyze operational results, including data analytics and AI-generated insights, to evaluate performance against enterprise objectives and recommend improvements
• Lead internal non-technical projects from initiation through delivery to support business goals and operational effectiveness, including initiatives that introduce AI-enabled or automation capabilities
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelor's Degree and 7 years of related work experience
  OR a combination of education and experience deemed equivalent (Required)
• More than 10 years business operational experience required, well-rounded background including demonstrated experience in evaluation of operational effectiveness and frontline operations. (Preferred)
• Experience leveraging AI-enabled tools, automation, or data-driven insights to improve business operations or customer experience. (Preferred)

Knowledge, Skills and Abilities:

• Business Process Design (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Design (Required)
• Customer Experience Management (Required)
• Customer-Focused (Required)
• Decision Making (Required)
• Prioritization (Required)
• Problem Identification (Required)
• Strategic Thinking (Required)
• Taking Initiative (Required)
• AI & Emerging Technology Awareness (Preferred)

• 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: $99,500 - $179,500

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 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=REQ362911&paradox=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 ensur