Sr. Manager, Customer Experience-Frontline Digital Experience

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!

Are you passionate about crafting best-in-class customer experiences? Do you flourish with leading teams, building strategies, and driving significant change? At T-Mobile, we’re not just changing wireless, we’re redefining customer expectations. We're looking for a multifaceted Senior Manager, Customer Experience, to help craft what’s next.
In this role, you’ll lead a team focused on delivering T-Mobile’s digital experience strategy and transformation outcomes. Reporting to the Director of Frontline Digital Experiences you'll identify, prioritize, and drive key initiatives that simplify and elevate the digital customer journey—with a primary focus on frontline digital tools, and support across commerce and service digital journeys.
Working cross-functionally with Product, Technology, Retail, and Care, you’ll uncover difficulties, translate insights into relevant improvements, and ensure measurable outcomes. You'll also track and optimize customer experience KPIs, satisfaction, effort, and digital adoption—while developing scalable processes that ensure consistent, high-quality delivery.
If you're a collaborative leader who loves solving complex challenges, this is your opportunity to make a big impact.

Job Responsibilities:

• Lead and encourage a team through mentor, career development, and performance feedback.
• Develop and implement customer experience strategies aligned with T-Mobile’s vision and customer-first philosophy.
• Represent the voice of the customer at the leadership level to influence product and service develop.
• Oversee complex, cross-functional projects from concept to execution, ensuring flawless rollouts across channels.
• Identify process improvement opportunities and partner with internal teams to build customer-centric solutions.
• Deliver clear, concise communications on project status, key metrics, and team updates.
• Build positive relationships with senior leaders across the enterprise to drive alignment and support.
• Champion post-launch strategies that improve new commerce, product, and service experiences.
• Tackle additional projects and responsibilities as needed, we’re always evolving, and we value fresh ideas.

Education and Work Experience:

• Bachelor's Degree and 7 years of related work experience
• 4-7 proven experience in the wireless industry.
• 4–7 years of people leadership and team development experience.
• 2+ years of experience identifying customer difficulties, designing solutions, and ensuring implementation.
• Strong background in customer experience strategy, process optimization, and analytics.
• Strategic problem solver with a proven track record to influence and get results at all levels.
• Proficient in Microsoft Office; experience with SQL and analytics tools is a plus.
• Excellent communication, problem-solving, and project management skills.

Knowledge, Skills and Abilities:

• Microsoft Office (Required)
• SQL (Required)
• Analytics (Required)
• Leadership (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

Base Pay Range: $112,900 - $203,700

Corporate Bonus Target: 20%

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, https://paylookup.t-mobile.com/paylookup?reqID=REQ346168¶dox=1

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 [email protected] 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.