Principal CX Strategy 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!

Job Overview

The Principal Customer Experience Manager owns the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels. This includes the tools frontline and back-office teams use to resolve cases, the digital experiences customers use to submit, track, and get updates on their cases and the use of agentic AI to automate and accelerate case handling. You set the direction, prioritize investments, and align Product, IT, UX, Digital, Training, Readiness, and Care leadership to deliver consistent, measurable experience for customers and employees.

Job Responsibilities:

• Collaborate cross-functionally to link business goals, architectures, and requirements frameworks to identify customer experience opportunities
• Analyze and model interactions among people, processes, and technology to guide technology strategies and achieve business objectives
• Capture and analyze business goals and processes to suggest improvements supporting strategic and operational targets
• Identify and resolve service interaction pain points to improve service performance and align with sales metrics
• Serve as subject matter expert for customer experience considerations during new initiative launches and monitor ongoing performance
• Engage with field leadership and operational teams to inform experience strategy and provide recommendations to executive leadership
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Administration, Marketing, Communications or related field (Preferred)
• 4 years project or program management (Preferred)
• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)
• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Preferred)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)
• Proven leader in establishing, innovating and improving customer and frontline experience processes (Preferred)
• 8+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Preferred)

Knowledge, Skills and Abilities:

• Business Analysis (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Management (Required)
• Customer Needs Identification (Required)
• Program Management (Required)
• Risk Management (Required)
• Stakeholder Management (Required)
• Strategic Thinking (Required)

• 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

Total Target Cash Earnings Opportunity: $115,440 - $208,320National Base Pay Range: $96,200 - $173,600

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ376740¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

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, genetic information, 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.