Sr. Business Experience Manager, TFB Technical Support Experience

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Job Overview
The Sr Business Experience Manager supports the Care leadership on strategic planning and execution around operational activities and ongoing management of the business. Partners cross-functionally as well as across sites (internal and service partner) to build and deliver the servicing strategy for key products and services. Responsible for standardizing business processes to ensure a consistent customer experience across the enterprise.
Must provide outstanding leadership and effective management in all areas of critical thinking, financial management, operations, risk and compliance, administration, human resources and communication.

Job Responsibilities:

• Works cross-functionally with key business leaders to build servicing strategy for key products & services
• Partners across enterprise (internal and service partner) to standardize and build business processes to ensure a consistent user experience across the organization.
• Represents respective business function with Metrics team to ensure methodology and measures are aligned with producing the right results back to the business
• Develops and implements business plans, policies, and procedures.
• Evaluates and analyzes results to determine if enterprise objectives are being met.
• Provides leadership on internal non-technical projects or programs from initiation through delivery.
• Works closely with various internal departments to ensure successful completion of projects.
• Prepares operations analysis, operational effectiveness and capacity utilization and makes recommendations for improvement.
• Develops process analyses, designs, and simulations.
• Aligns business and operational goals to deliver desired results
• Monitor site level resource allocations conjointly with enterprise and local initiatives
• Trend performance to look for opportunities to improve and deliver differentiated results and customer experiences
• Other duties as assigned

Education and Work Experience:

• Bachelor's Degree (Required)
• More than 10 years business operational experience required, well-rounded background including demonstrated experience in evaluation of operational effectiveness and frontline operations. Required

Knowledge, Skills and Abilities:

• Communication Ability to communicate with and manage executives to specific outcomes. Relies on extensive experience and judgment to plan and accomplish goals. (Required)
• Problem Solving Proactive in anticipating and preempting potential problems. (Required)
• Confidentiality A wide degree of creativity and latitude is encouraged. Ability to employ strict discretion in sensitive situations. (Required)
• Project Management Demonstrated project/process management ability (Required)
• Performance Management Demonstrated operational performance management capabilities (Required)
• Business Strategy Proven track record to translate business strategies into customer-centric actions that get results. Proven track record to prioritize and deliver on multiple threads of work (Preferred)
• Problem Solving Understands broader implications of situations; identify potential problem areas and implement solutions across the enterprise before they become problems (Preferred)
• Executive Communications Excellent interpersonal skills and the ability to present detailed analytical results to executives in verbal or written form. Track record of personal initiative and ability to inspire change. Strengths in building large networks of internal contacts and demonstrating positive working relationships to achieve business goals. (Preferred)

Licenses and Certifications:

• 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=REQ314818¶dox=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 [email protected] 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.