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T-Mobile is synonymous with innovation and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond.

Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us.

Together, we won’t stop!

Job Overview

As the Senior Manager for Retail Formats Strategy & Experience, your role is pivotal in supporting retail format and portfolio strategies.

You’ll evaluate format performance against stated sales, experience and brand goals and lead the formats programs including talent, product, store design, merchandising and community programming.

Partnering directly with Retail store leadership and support headquarter teams, you’ll ensure review performance successful launches within specified timelines and budgets.

and based on data-driven insights, you’ll recommend improvements and advocate for format enhancements.

As a primary point of contact for Retail leadership, you’ll address critical issues and contribute to business decisions.

Reporting directly to the Sr. Director of Retail Format Strategy, you should have prior experience leading corporate teams corporate managers, ideally experienced in leading people

Job Responsibilities :

Format Strategy

The Sr. Manager, Retail Formats will demonstrate understanding of retail format and portfolio strategies as crafted by Retail Experience Director and larger Retail Strategy & Excellence team.

He / she will translate strategy into format specific priorities, build a holistic roadmap inclusive of physical, human, digital and rotational initiatives, and identify & interpret outstanding performance measures aligned to the format value proposition.

Format-specific execution, experience knowledge, key business objectives, and a deep understanding of format performance trends will guide decision making.

Planning & Execution

The Sr. Manager, Retail Formats will support and enable business strategies through production to format launch, execution, and evaluation.

This operating model requires positive relationships with both internal teams. Internal partners include store design, visual merchandising, brand, systems, and field leadership teams, etc.

This role will create and maintain a dynamic format roadmap reflecting planned seasonal campaigns, corporate and local events, rotational programming, and additional business priorities as necessary requiring strong competency balancing high visibility priorities, expert organizational skill, and ability to motivate and inspire internal and external partners to deliver upon commitments.

Cross-Functional Partnerships

The Sr. Manager, Retail Formats serves as the point of contact for store leadership, headquarters support teams, and frontline correspondence.

This role is directly responsible for responses and resolution to retail leadership inquiries, requiring executive communication skills, an ability to influence across all levels of the organization, strong business acumen, and executive relationship building.

In this role, the Sr. Manager, Retail Formats is the resource and advocate for field format leadership teams and is responsible for directing frontline escalations, inquiries, and feedback to appropriate support teams and leveraging / establishing relationships to ensure resolution, consideration, or process / policy change outcomes.

This role requires a strong ability to challenge current processes and influence leaders cross functionally to elevate the in-store experience through powerful evidence-based recommendations.

This role will provide format specific recommendations (e.g. inventory, compensation, visual merchandising) based in firsthand knowledge of the intended format experiences (customer and frontline) as well as performance against key sales, experience, and operational metrics.

Field Execution

The Sr. Manager, Retail Formats spends time in stores building relationships with frontline teams, collecting valuable experience and execution data through direct observation, inspection, and frontline dialogue.

He / she will ensure that the physical, human, and digital elements collectively serve the occasions that bring customers to the locations and create a best-in-retail customer experience that exceeds customer expectations.

Format Directors will also inspect format operations during visits ensuring excellence across all areas of operations; merchandising, inventory management, labor, cash handling, etc.

This requires expert knowledge of operational processes and format-specific policies and procedures.

Format Directors will take immediate action as required, review with business owners (field and support teams) through executive summaries and quarterly business reviews and incorporate insights into format priorities and action plans.

Store visits will require travel, approximately 25% of the time.

Measuring and Evaluating Performance Management

The Sr. Manager, Retail Formats will review a suite of sales, operations, and experience results at the experience, store and market level comparing outcomes against the defined value proposition for the format.

This data will be available across dashboards, reporting, and insight platforms for review and analysis. This may include new sources of data based upon format specific experiences i.

e. digital engagement or learning tools or format specific analytic capabilities i.e. video analytics or dwell time.

This role combines the data described above with direct observation and format feedback to distill insights for immediate review to identify positive experience drivers and / or customer experience, execution, and operational gaps which will require evidence-based recommendations.

These insights may also inform long term planning, strategy, and decision making.

The Sr. Manager, Retail Formats will be responsible for the creation and distribution of format performance and insights summaries shared weekly, monthly, and quarterly to an audience of senior and executive leaders across the organization.

This role will create a cross functional culture of continuous evaluation and information sharing and will be instrumental in the building of test and learn capabilities (applicable by format).

• Education :
• Bachelor's Degree (Preferred)
• Master's / Advanced Degree (Preferred)
• Work Experience :
• Ideal candidate should possess previous experience at the corporate level, preferably leading teams of 5-10 plus and experience leading managers
• 4-7 years Experience leading teams and driving results in a fast-paced, high-volume sales, wireless, technology, or similar industry, with progressively greater areas of responsibility.

Experience in analysis, reporting , and business plan review with senior leadership across an organization, proving a high level of business acumen. (Required)

• Related experience : experience design, CX design, customer journey mapping, customer insights, brand, product teams, relationships with sponsorship, marketing teams, CSR, community outreach (Required)
• Experience in customer service, T-Mobile customer care systems, customer resolution, merchandising, and local programming (Preferred)
• Knowledge, Skills and Abilities :
• Communication Experience leading teams and driving results in a fast-paced, high-volume sales, wireless, technology, or similar industry, with progressively greater areas of responsibility.

Experience in analysis, reporting , and business plan review with senior leadership across an organization, proving a high level of business acumen.

Ability to Create Compelling Executive Summaries and Materials

Required)

• Data Analysis Strong Data Analysis and Interpretation Skills (Required)
• Business Acumen Strong Retail and / or Wireless Business Acumen (Required)
• Retail Management Strong Retail and / or Wireless Business Acumen (Required)
• Executive Level Presentations Experience Delivering Executive Business Reviews (Preferred)
• Building Relationships Strong Cross-functional Relationship & Influence Skills (Required)
• Strategic Thinking Strategic Thinking and Results Focus (Required)
• Problem Solving Strategic Thinking and Results Focus (Required)
• Project Planning Planning, Scheduling, and Organizational Expertise (Required)
• Develop Unique Solutions Ability to Identify Improvements, Define Problems, Craft Recommendations. Ability to Lead Through Change and Ambiguity.

Effectively Leading Teams, Delivering Results. (Required)

• Licenses and Certifications :
• 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

Washington Pay Range : $177,300.00 - $239,900.00The pay range above is the general base pay range for a successful candidate in the state listed.

The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives.

And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.

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 paid 12 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 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 .

Never stop growing!

T-Mobile 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.

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

Last updated : 2024-06-11