Systems Experience Manager

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Job Overview
Develop and deliver an exceptional Frontline Digital Communications system experience in support of enterprise strategy by applying deep subject matter expertise of outbound, inbound, and virtual assistant messaging systems and platforms to execute on program and/or system level initiatives. Apply understanding of technical customer messaging platforms that serve a critical portion of the business to contribute to planning for scalability, sustainability, and future development of systems and solutions. Own and drive cross functional issue resolution and critical problem management efforts impacting multiple lines of business and applications. Serve as a departmental lead for specific capital and operational projects; this role is ultimately responsible for planning and preparation for any change that impacts the frontline and customer digital communications experience.

Interact with departmental leadership teams and act as a liaison between cross-functional technical and business organizations in support of system requirements, design strategies, and successful implementations from concept through launch, and ongoing production support.

Job Responsibilities:

• Manage the Frontline systems experience throughout project and production lifecycle. Includes cross-functional project ownership, implementation and launches, and ongoing support.
• Lead adhoc teams to effective management of complex, cross-functional system issues.
• Communicate with leadership, business partners, and stakeholders on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.
• Lead medium to large initiatives to improve the systems, user experience, related procedures, and customer satisfaction.
• Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the systems, user experience, and overall customer satisfaction.
• Create, own, and/or approve technical documentation including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures.
• Able to teach these skills to others.
• Define and communicate prioritization based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as an escalation point to resolve stakeholders’ conflicts in priority.
• Prepare communications for executive and business sponsor audiences on user acceptance test status, system launch readiness, disruptive events, and issues summaries.
• Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource to System Experience Analysts.

• Lead the Digital Communications systems experience throughout project and production lifecycle. Includes cross-functional project ownership, implementation and launches, and ongoing support.
• Lead ad hoc teams to effective management of complex, cross-functional system issues.
• Communicate with leadership, business partners, and stakeholders on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.
• Lead medium to large inbound/outbound messaging experience initiatives to improve the systems, user experience, related procedures, and customer satisfaction.
• Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the systems, user experience, and overall customer satisfaction for all lines of business at TMUS including Metro, prepaid, and emerging products.
• Create, own, and/or approve technical documentation for inbound/outbound messaging systems including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures.
• Define and communicate prioritization based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as a point of contact to resolve stakeholders’ conflicts in priority.
• Prepare communications for executive and business sponsor audiences on user program status, acceptance test status, system launch readiness, disruptive events, and issues summaries.
• Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource for business teams.
• Also responsible for other duties/projects as assigned by business management as needed.

Education and Work Experience:

• Bachelor's Degree or equivalent work experience.
• 2-4 years contact center experience.  Required
• 2-4 years analysis or systems production support, including problem management
• 1-2 years people leadership or business process management experience. Required
• Strong knowledge and proficiency of inbound customer messaging/social support software (Sprinklr, Khoros, LivePerson, Google), mass outbound SMS software, and messaging virtual assistants. Preferred
• Proficient with MS Office Suite.  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

Base Pay Range: $78,200 - $141,100

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, 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.

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