Apprentice, Customer Experience

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Job Overview
This role is a learning role, where apprentices are building skills and competencies in these areas while also playing a role in the development and maintenance of exciting wireless products, services and programs for all Sales and Care channels. During the apprenticeship, you'll develop the following skills to become a Customer Experience Manager. This role is ultimately responsible for all planning and preparation for any change that impacts the customer. They own the front line readiness of all projects and initiatives and work cross functionally with senior level business owners to ensure alignment on design exists prior and during requirements, readiness plans are in place pre-launch, flawless execution takes place during launch, and all post launch issues are resolved. This role drives and owns the execution planning for every customer facing initiative and are responsible for resolving a broad range of customer impacting issues which occur outside of formal projects. The CEM is the key role responsible for advocating on behalf of the customer and ensuring a front-line employee experience exists to support the customer. With senior channel level support, this position provides requirements and approval for requirements of the launch of new products and services.

Job Responsibilities:

• Assists in development and ownership of the comprehensive execution plans for every major business iniative that impacts the front line. Will also assist in presenting executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the sales field and sales leaders.
• Support accountability for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business initiatives they own.
• Learns how to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to; Marketing, Product Development, PMO, EPMO, Learning & Development, Corp Communications, Marketing, Finance, IT
• Partners with marketing, product development, to influence solutions in a positive way for the front line and customers through the requirements, design, deploy and post launch stages of a project.
• Develops ability to solve complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.

Education and Work Experience:

• High School Diploma/GED General Studies (Required)
• Participating in team projects or roles that involve public speaking, writing reports, or communicating across departments.
• The ability to work cross-functionally.
• Troubleshooting, operational planning, or process improvement.
• The ability to pivot quickly or take initiative in uncertain environments.
• Customer-facing roles or activities where understanding and responding to others’ needs.

Knowledge, Skills and Abilities:

• Communication (Required)
• Adaptability (Required)
• Problem Solving (Required)
• Critical Thinking & Communication (Required)
• Building Relationships (Required)
• Collaboration (Required)

Licenses and Certifications:

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

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $19.90 - $35.89

Corporate Bonus Target: 10%

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 eligib