Sr. Manager, Contact Interactions Analytics

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

The Sr. Manager, Contact Interaction Analytics leads a team of speech analytics managers and analysts who deliver actionable insights from contact center interactions—including call recordings, speech analytics, messaging, and social interactions. This leader shapes the long-term analytics vision for the Consumer organization by applying advanced analytical techniques including speech analytics, data science, machine learning, and business intelligence to drive superior customer experiences.

This role serves as the enterprise subject matter expert for contact interaction data, owning the configuration and optimization of speech analytics platforms, AI Speech Tools and capabilities and building executive-level narratives from complex analyses. The Sr. Manager partners cross-functionally with marketing, product, operations, and Customer Service training teams, influencing strategy through data-driven storytelling and a deep understanding of the customer journey.

Job Responsibilities

• Lead and develop a team of speech analytics managers, and analysts—owning coaching, performance management, hiring, staffing, and professional development. Build a culture of analytical excellence, continuous improvement, and measurable business impact.

• Own the end-to-end project lifecycle: intake, analyst assignment, workload balancing, data collection oversight, analysis execution, and final delivery. Maintain a balanced team workload by managing day-to-day production and forecasting upcoming project demand.

• Configure and optimize the enterprise speech analytics platform (e.g., CallMiner,) to drive insights into interaction drivers across the business. Lead analysis plan development, database querying (MS SQL, Teradata, Azure, Snowflake), data validation, and data cleansing.

• Serve as a key point of contact for enterprise data and reporting solutions—delivering dashboards, reports, visualizations, and self-service environments that define product and campaign success metrics and benchmarks.

• Apply advanced analytical and statistical modeling capabilities to enhance decision-making and present prioritized, data-driven recommendations to all levels of the organization, including senior leadership.

• Construct executive-level presentations and distill complex analytical findings into clear, concise, and decision-impacting communications. Influence policy, procedure, and business practices through fact-based storytelling.

• Interact with and provide insights to teams across T-Mobile—including marketing, product, platform, and Customer Service—delivering data-driven recommendations that optimize customer and employee experiences.

• Provide or manage subject matter expertise for strategic projects, operational support, and Customer Service training curriculum development. Analyze productivity reports and team processes regularly to improve efficiency and effectiveness.

• Communicate business strategies and results frequently to both direct and indirect employees. Build strong, productive relationships within the team and across support functions.

• Bachelor's degree in a quantitative or computer-related field (mathematics, statistics, econometrics, operations research, computer science, data science, linguistics or equivalent) — Required

• Advanced degree (Master's or PhD) in a related quantitative field — Preferred

Work Experience

• 7+ years of related analytics work experience with a Bachelor's degree, OR 5+ years with an advanced degree — Required

• 4–7 years solving analytical problems using quantitative approaches (data science, statistics, machine learning) — Required

• 4–7 years of reporting and data visualization experience (Tableau, Power BI, or equivalent) — Required

• 3–4 years managing a team of analytics or speech analytics professionals with full people leadership responsibilities — Required

• 3+ years of experience with customer journey analytics or contact center interaction analytics — Required

• Advanced SQL analysis of complex datasets across multiple platforms (MS SQL, Teradata, Azure, Snowflake) — Required

• 4–7 years of experience with Python, R, or similar data science programming language — Preferred

• Experience in telecommunications — Preferred

• Advanced Analytics (Required)

• Speech & Interaction Analytics (CallMiner or equivalent) (Preferred)

• SQL & Database Query (MS SQL, Teradata, Azure, Snowflake) (Required)

• Statistical Data Analysis (Required)

• Data Visualization & Reporting (Tableau, Power BI) (Required)

• Data Storytelling & Executive Presence (Required)

• Business Acumen & Strategic Thinking (Required)

• Customer Journey Analytics (Required)

• Stakeholder Management & Cross-functional Influence (Required)

• People Leadership & Team Development (Required)

• Microsoft Office (Excel, PowerPoint — highly proficient) (Required)

• Python, R, or similar programming language (Preferred)

• Financial Modeling (Preferred)

• Agentic AI, AI Adoption, and AI Business Strategy - 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: $122,900 - $221,800

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=REQ361807&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.