Sr Business Experience Manager

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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 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!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.