Technical Process Optimization Manager

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The Technical Process Optimization Manager in the Enterprise Program Office (EPO) is accountable for designing, implementing, and continuously improving the tooling and workflows that power the EPO operating model. This role acts as a tool-forward process owner, translating governance and delivery requirements into automated workflows, standardized intake and decision artifacts, routing and approvals, and reliable telemetry across the enterprise initiative lifecycle. Leveraging platforms such as ServiceNow (and related reporting tooling), the role builds and administers workflow solutions, defines process controls and “definition of ready” gates, and delivers measurable improvements in cycle time, transparency, and compliance. Success is measured by workflow adoption, reduction in manual effort and rework, improved decision readiness, and clear process performance metrics that enable leadership to steer with confidence.

Responsibilities:

• Assesses operational processes to identify inefficiencies and areas for improvement
• Leads the design and implementation of technical solutions to enhance business operations
• Prioritizes major incidents, changes, and problem-solving initiatives within critical operations
• Evaluates the efficacy of current processes and integrates stakeholder feedback for optimization
• Provide enablement and adoption support (how-to guides, training, office hours, stakeholder communications) to drive consistent use of tools and process adherence.
• Triage and resolve workflow “production issues” (defects, misrouting, broken automations, reporting failures), coordinating fixes with platform teams and communicating impacts and workarounds.

Qualifications:

• Bachelor's Degree Computer Science, Information Technology, or related field (Required)
• Master's/Advanced Degree Business Administration or Information Systems (Preferred)
• 2-4 years - Applying Six Sigma or similar methodologies for process improvement within technical operations
• 4-7 years - Implementing and managing IT service management tools such as ServiceNow
• 7-10 years - Leading cross-functional teams in the design and implementation of technical business solutions

Knowledge, Skills and Abilities:

• ServiceNow Proficiency in using ServiceNow for managing IT services and operations. (Required)
• Six Sigma Knowledge of Six Sigma methodologies to improve business processes and reduce defects. (Required)
• Change Management Ability to manage and lead change within the organization to ensure successful adoption of new processes and technologies. (Required)
• Problem Solving Strong problem-solving skills to effectively address and resolve issues during critical operations. (Required)
• Cross Functional Relationships Proven ability to manage and enhance relationships across different functional areas within the organization. (Required)
• Process Improvement Experience in identifying and implementing process improvements to enhance business efficiency and effectiveness. (Required)
• Analytics Strong analytical skills to assess process performance and make data-driven decisions. (Required)
• Leadership Strong leadership qualities to guide teams and projects towards successful outcomes. (Required)

Licenses and Certifications:

• Certified Business Process Associate (CBPA): Certification that validates knowledge and skills in business process management, focusing on process improvement and optimization. (Preferred)
• ITIL Certification: Certification that demonstrates understanding and application of IT service management best practices according to the ITIL framework. (Preferred)
• Six Sigma Certification: Certification that indicates expertise in the Six Sigma methodology for process improvement, which is crucial for analyzing and enhancing business processes. (Preferred)

• 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: $85,900 - $155,000

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.