Sr Systems Experience Manager

Be unstoppable with us! 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! This is a sourcing role to generate a pipeline at this time. We anticipate hiring for this role late April/ early May. Job Overview Develop and deliver an exceptional Frontline system experience in support of enterprise strategy by applying deep subject matter expertise of systems and platforms to execute on program and/or system level initiatives. Apply understanding of a particular technical platform that serves 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 system experience. Interact with departmental leadership teams and act as a liaison between cross-functional technical and Frontline 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 ad hoc teams to effective management of complex, cross-functional system issues. Communicate with leadership, business partners, and stakeholders on progress against strategy and execution, and keep them informed on disruptive events and issue summaries. Lead 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. Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource to System Experience Analysts, Managers, and Program Managers. Education: High School Diploma/GED (Required) Bachelor's Degree Additional relevant work experience may be considered in lieu of degree. (Preferred) Work Experience: 3-5 years of wireless experience, within or supporting Care or Retail () 2-4 years of analysis or systems production support, including Problem Management () 1-2 years of people leadership or business process management () Knowledge, Skills and Abilities: Microsoft Office Proficient in Excel, Word, PowerPoint, Visio (Required) Software Development Life Cycle (SDLC) Competence with multiple software development lifecycles, i.e. RUP, SCRUM, Waterfall (Required) Cross Functional Relationships Strong knowledge of Customer Delivery methods and procedures (Preferred) SQL Proficient in SQL (Preferred) Business Objects Business Objects (Preferred) Software Development Experience with software application development or support (Preferred) Licenses and Certifications: • At least 18 years of age • Legally authorized to work in the United States • T-Mobile requires all employees in this position to be fully vaccinated for COVID-19, unless precluded from doing so by applicable law. The CDC currently defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law. Travel: Travel Required (Yes/No): DOT Regulated: DOT Regulated Position (Yes/No):No Safety Sensitive Position (Yes/No):No Washington Pay Range : $110,000.00 - $148,800.00 The 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. For information about T-Mobile’s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/ 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. If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/ 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. T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: http://www.t-mobile.com We take equal opportunity seriously—by choice. 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. T-Mobile USA, Inc. maintains a drug-free workplace. The unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in T-Mobile's workplace and employee conduct in violation of this prohibition is subject to employer discipline, including termination. We are committed to maintaining your trust by respecting and protecting your privacy. For more information about how T-Mobile processes the personal data of job applicants, please visit Applicant Privacy Notice.

Salary : $110,000 - $148,800