Sr. Customer Experience Manager

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!

Hybrid (3 Days/Week)
Be unstoppable with us.
At T-Mobile, we’re not just changing the way the world connects—we’re redefining customer experience across every touchpoint. If you're a strategic leader with a passion for creating frictionless customer journeys, we want you on our team.
We're looking for a Sr. Customer Experience Manager to join our Customer Service Operations Support team. In this high-impact role, you’ll lead a team of managers and analysts focused on delivering seamless, consistent, and delightful experiences for our customers and frontline employees.

What You’ll Do:

• Design and influence the end-to-end digital commerce experience strategies across products, services, and initiatives.
• Analyze data, usability studies, research, and market analysis into digital experience strategies solving customer and frontline pain points that deliver digital business outcomes.
• Champion and implement customer-first solutions for product launches, service programs, and operational enhancements.
• Communicate, influence, and sell ideas at director level and below. This includes regularly creating and delivering journey mapping and experience presentations to internal and external partners.
• Work collaboratively with product, marketing, UX design, shared services and other stakeholders to deliver best-in-class digital-first commerce experiences.
• Build strong partnerships across internal and external teams to amplify impact.
• Proactively uncover and own new opportunities to enhance customer experience post-launch.
• Support technical delivery, go-to-market and frontline readiness activities

What You Bring:

• Bachelor’s degree in Business, Marketing, Digital, or equivalent experience.
• 4–7+ years of leadership experience with a proven track record of strategic delivery success.
• Strong analytical skills and experience solving complex customer and business problems.
• Experience in wireless, retail, customer service, and/or project management environments.
• A customer-obsessed mindset and a knack for designing best-in-class digital experiences.
• Clear, confident communicator who thrives in a fast-paced, collaborative environment.

Role Details:

• Job Type: Full-time
• Location: Hybrid – 3 days per week in office
• Team: Digital Experience Design & Delivery

Why T-Mobile?
We don’t just support your career—we supercharge it. With a culture built on innovation, inclusivity, and bold thinking, your ideas will matter and your impact will be felt. Join a team that’s as committed to our customers as we are to each other.

Ready to shape the future of customer experience? Let’s do this.

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

Base Pay Range: $79,900 - $144,100

Corporate Bonus Target: 15%

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=REQ327046¶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.