Sr Business Experience Manager

About the role

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.

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.

Requirements

• 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)

Qualifications

• 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)

Skills

• 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)

Benefits

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, copy and paste this link into your browser: https://paylookup.t-mobile.com/paylookup?reqID=REQ362911. To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Pay

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.

Schedule

Travel Required (Yes/No): Yes

Benefits

Base Pay Range: $99,500 - $179,500
Corporate Bonus Target: 20%

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.