Business Analysis Manager, Service Strategy & Experiences

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Job Overview

This position has the ability to sit in Frisco TX, Overland Park KS, Bellevue WA or a Customer Care Contact Center.

The Sr Business Analysis Manager role within the Care Service Strategy & Experiences team is pivotal in driving initiatives that reduce customer effort and enhance customer satisfaction. This position is responsible for delivering critical insights and spearheading strategic initiatives to support the Center of Excellence (COE), shaping a long-term vision for a self-serve, high-resolution rate, and deeply data- and AI-informed troubleshooting experience. The role involves comprehensive analysis, reporting, and a customer-centric strategy to drive improvements in a dynamic and evolving environment. The Business Analysis Manager will lead collaborative efforts with various teams, including frontline, marketing, product, and platform teams, to tackle complex modeling and analysis requests, aiming to reduce pain points and streamline the troubleshooting experience for tech agents. Additionally, the role focuses on creating seamless omnichannel experiences for tech troubleshooting, ensuring customers can resolve their issues effortlessly across various channels. The ideal candidate would also act as a subject matter expert, with exposure to data sources and systems, as well as frontline tools and solutions.

Job Responsibilities:

• Interact with various teams across the T-Mobile to provide insights, analysis and recommendations that deliver data-driven solutions and solve customer & frontline pain points

• Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self-service environments.

• Define product feature and campaign success metrics and benchmarks.

• Drive specific initiatives aimed at reducing customer effort and enhancing satisfaction for troubleshooting, ensuring alignment with the long-term vision and strategic goals of Center of Excellence. 

• Construct executive-level presentations and present complex analytical findings in clear, concise and decision-impacting manner. Possess the ability to influence leadership through fact-based analysis.

Education and Work Experience:

• Bachelor's Degree Data analysis, data science, decision science, similar quantitative fields or equivalent practical experience (Required)

• 4+ years Analytics experience solving analytical problems using quantitative approaches

• Reporting & analyzing performance & data visualization (Tableau, Power BI, etc.)

• Analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research

• Experience with Python, R, Go or similar statistics or data science language preferred.

Knowledge, Skills and Abilities:

• Data Analysis:  Exceptional at using wide ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment. (Required)

• Project Management: Ability to be forward thinking and lay out thoughtful and achievable project plans in a disciplined manner. Understand how to engage others and what information and data are needed to achieve goals (Required)

• Communication Ability to synthesize analysis into succinct, executive-ready written, visual, and verbal communications. Ability to articulate the rationale and present in front of senior leaders (Required)

• Strategic Thinking: Ability to think through complex problems with proven ability to lead cross-functional teams including data science, engineering, business stakeholders, and product managers (Required)

• Knowledge of the wireless / telecom industry and technology sector (Preferred)

• Familiarity with real time data, APIs and centralized decisioning engines (Preferred)

• Financial Analysis: Ability to build financial models and develop qualitative analysis and perform sensitivity analysis (Preferred)

• Strategic ability to frame problems, use strategic frameworks, and develop strategies that translate business objectives into data driven solutions (Required)

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

Travel:
Travel Required (Yes/No):No

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
 

Base Pay Range: $77,900 - $140,500

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, click here.

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 ApplicantAccommodation@t-mobile.com 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.