Sr Customer Experience Manager- Customer Journey

Job Overview

Lead the development and execution of customer experience strategies to deliver differentiated service across multiple channels. Manage strategic planning and process optimization to enhance project rollouts and operational efficiency. Collaborate with senior management across enterprise departments to align customer experience initiatives with organizational objectives. Success is measured by the effectiveness of tactical strategies in meeting company goals and improving customer satisfaction.

• Lead the development and execution of customer experience strategies to improve service delivery across channels
• Manage process optimization efforts to enhance project rollouts and operational efficiency
• Collaborate with senior management to align customer experience initiatives with organizational goals
• Oversee analysis and resolution of product issues affecting customers and employees
• Provide coaching, feedback, and career development guidance to team members
• Prepare and communicate departmental updates on key projects and performance metrics
• Perform other duties/projects as assigned by business management as needed
• Strong understanding of planning, customer retention, and customer experience methods
• Strong proficiency in Customer Journeys

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 4-7 years Wireless experience required (Preferred)
• 4-7 years Leadership experience (Preferred)
• 4-7 years Analytical experience (Preferred)

• Microsoft Office (Required) – Including advanced skills in MS PowerPoint (C-Suite Presentations) and MS Excel (Formulas)
• Basic understanding and experience with MS SQL (Preferred)
• Strong problem‑solving capability and proficiency in root cause analysis (Required) with ability to present findings to executives and complete post‑mortem analysis
• Cross‑Functional Leadership (Required)
• Vendor Management Experience (Preferred)
• Churn Reduction Experience (Preferred)

Travel required:

Yes

DOT Regulated Position:
No
Safety Sensitive Position:
No

$79,900 - $144,100

15%

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.

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 Applic or calling  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.