T-Mobile is hiring : Sr Customer Experience Manager - Retail Experience Design in

Overview

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Role Type : Individual Contributor

T-Mobile is redefining the future of retail by blending physical, human, and digital elements to deliver transformative, personalized customer experiences. As part of the Retail Experience Design team, the Sr Customer Experience Manager plays a pivotal role in crafting and optimizing digitally enabled, expert-supported customer journeys from pre-visit engagement through post-purchase loyalty. This role defines and delivers seamless, end-to-end assisted customer journeys across human-supported channels, ensuring product launches, service programs, and operational initiatives translate into consistent, customer-centric frontline experiences.

Your work directly supports the delivery of the differentiated TMUS customer experience across all touchpoints, ensuring every interaction feels effortless and personalized.

Job Responsibilities

• Provide coaching, feedback, project guidance to other team members and operational partners to support journey design initiatives.
• Oversee and direct departmental strategy and roadmap initiatives, representing Assisted Journey Design needs in cross-functional forums.
• Oversee the execution of analysis and resolution of product issues impacting customers and employees.
• Prepare departmental communications and provide status for key projects and metrics.
• Oversees teams and / or manages the execution of creating business process mapping and documentation.
• Build key relationships with internal / external business partners.
• Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post-launch support of new products & services.

Education and Work Experience

Knowledge, Skills & Abilities

Other Requirements

Travel & Regulations

Compensation & Benefits

Base Pay Range : $79,900 - $144,100 | Corporate Bonus Target : 15%

The pay range above is the general base pay range for a successful candidate in the role. The actual pay will be based on factors such as location, qualifications, and experience.

At T-Mobile, employees in regular roles are eligible for annual bonuses or incentives based on role. Some positions are eligible for monthly bonuses based on performance. To find the pay range for this role based on hiring location, visit paylookup.t-mobile.com.

Benefits include medical, dental, vision, FSA, 401(k), employee stock grants, employee stock purchase plan, paid time off, holidays, parental and family leave, family building benefits, back-up care, childcare subsidy, tuition assistance, coaching, disability and life coverage, and other voluntary benefits. Eligible employees may also receive mobile service and home internet discounts, pet insurance, and commuter programs. For details, see www.t-mobilebenefits.com.

Equal Opportunity

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning employment will be made without regard to protected characteristics. If accommodation is needed during the application or interview process, please contact ApplicantAccommodation@t-mobile.com or 1-844-873-9500.

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