Sr. Manager, Customer Experience

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!

Are you passionate about crafting best-in-class customer experiences? Do you flourish with leading teams, building strategies, and driving relevant change? At T-Mobile, we’re not just changing wireless, we’re redefining customer expectations. We're looking for a multifaceted Senior Manager, Customer Experience, to help craft what’s next.

In this role, you’ll lead a team passionate about delivering T-Mobile’s digital experience strategy and transformation outcomes. Reporting to the Director of Customer Experience you'll identify, prioritize, and drive key initiatives that simplify and elevate the digital customer journey—with a primary focus on service, and support across assisted channels.

Working cross-functionally with Product, Technology, Retail, and Care, you’ll uncover difficulties, translate insights into relevant improvements, and ensure measurable outcomes. You'll also track and optimize customer experience KPIs, satisfaction, effort, and digital adoption—while developing scalable processes that ensure consistent, high-quality delivery.

If you're a collaborative leader who loves solving sophisticated challenges, this is your chance to define a big impact.

• Lead and encourage a team through mentor, career development, and performance feedback.
• Develop and implement customer experience strategies aligned with T-Mobile’s vision and customer-first philosophy.
• Represent the voice of the customer at the leadership level to influence product and service build.
• Oversee sophisticated, cross-functional projects from concept to execution, ensuring flawless rollouts across channels.
• Identify process improvement opportunities and partner with internal teams to build customer-centric solutions.
• Deliver clear, concise communications on project status, key metrics, and team updates.
• Build positive relationships with senior leaders across the enterprise to drive alignment and support.
• Champion post-launch strategies that improve new commerce, product, and service experiences.
• Tackle additional projects and responsibilities as needed, we’re always evolving, and we value fresh ideas.

• Bachelor's Degree and 7 years of related work experience
  OR a combination of education and experience deemed equivalent (Required)
• 4–7 years of experience in the wireless industry.
• 4–7 years of people leadership and team development experience.
• 2+ years of experience identifying customer difficulties, designing solutions, and ensuring implementation.
• Strong background in customer experience strategy, process optimization, and analytics.
• Strategic problem solver with a proven track record to influence and get results at all levels.
• Proficient in Microsoft Office; experience with SQL and analytics tools is a plus.
• Excellent communication, problem-solving, and project management skills.

• Microsoft Office (Required)
• SQL (Required)
• Analytics (Required)
• Leadership (Required)

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

Travel Required (Yes/No):
Yes

DOT Regulated Position (Yes/No):
No

Safety Sensitive Position (Yes/No):
No

Base Pay Range: $112,900 - $203,700 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…