Sr Analyst, Service Management Office

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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!

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.

Reporting to the Manager, Service Management Office (SMO), the Sr Analyst will assist with evaluating and improving the performance of the Magenta Shared Services identifying key metrics to track, evaluate service effectiveness, and recommend process improvements. This more advanced analyst within the SMO will execute data analysis to formulate insights and other business measures to provide management with performance data to aid in decision making. This role will work with the Source to Pay (STP) and Order to Cash (OTC) teams to assist with the implementation of new areas within the Finance, Procurement & Supply Chain (FP&SC) Magenta Services group and assist with process improvement to achieve industry best practices.

This position will:

• Conduct analyses, design, develop and implement procedures to support the goals of the Magenta Services Center (MSC). Assist in the resolution of issues encountered by the business/partners (internal) related to tools and applications. Communicates' system issues with stakeholders.

• Monitor performance of the MSC against internal and external benchmarks and analyze performance data to identify trends, areas of underperformance, and opportunities for process improvement and then drive operational excellence by strategizing and developing day-to-day operational tactics that deliver tactical simplification to the department. Investigate business data for trends and patterns, apply statistical models and techniques, and formulate insights, KPIs, and other business critical measures to inform strategy and decision making.

• Monitor and support real-time operations and metrics for the MSC; provide operational expertise to drive solutions that positively impact the department's ability to support the customer and track performance on existing services/processes. Tracking to include the cost per transaction, operating profit and productivity measures for the MSC to make recommendations that improve performance.

• Work closely with stakeholders to understand their requirements and ensure shared services are meeting these needs effectively; including performing system testing when there is a project that dictates a system change to ensure effective operation/ integration and maintaining and developing internal databases to support discount and invoicing accuracy.

• Make connection between results and customer experience, communicate findings and recommendations to drive performance. Support process reviews and improvement initiatives to drive improvement for customers.

Job Responsibilities:

• Lead the identification, analysis, prioritization, documentation and implementation of consistent key policy and procedure improvements, standard operating procedures, tools and methods that are repeatable and sustainable.

• Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence. Support process reviews and improvement initiatives to drive improvement for customers.

• Proactively identify potential issues as a departmental expert and collaborate with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency. Responsible for performing system testing when there is a project that dictates a system change to ensure effective operation/ integration.

• Foster relationships with key cross-functional partners and internal stakeholders, and develop strong partnerships to obtain results on behalf of the department Assist in the resolution of issues encountered by the business/partners (internal) related to tools and applications. Communicates' system issues with stakeholders.

• Align policy, procedure and process with other lines of business to ensure consistent customer service experience.

• Works on issues of diverse scope and complexity where analysis of data requires evaluation of identifiable factors demonstrating good judgment in selecting methods and techniques for obtaining solutions.

• Identifies need for and develops analysis tools such as distribution and trending reports, tables, executive summaries, spreadsheets, graphics, presentations, and flow charts, for implementation of new systems, processes, procedures, methodologies, policies or organizational changes.

• Applies mathematical analysis to determine validity and reliability of sampling and statistics. Investigate business data for trends and patterns, apply statistical models and techniques, and formulate insights, KPIs, and other business critical measures to inform strategy and decision making.

• Serves in a consulting or subject matter expert capacity to ensure the team accomplishes project activities and objectives.

• Provides team leadership or consulting support on generally highly complex assignments and tasks.

• Leads the mentoring of others.

• Also responsible for other Duties/Projects as assigned by business management as needed such as maintaining and developing internal databases to support discount and invoicing accuracy.

Education:

• Bachelor's Degree Or 5 years of related experience in lieu of degree. Master's degree preferred

Work Experience:

• 4-7 years Related work experience. (Required)

#LI-Corporate

#LI-Hybrid

• At least 18 years of age

• Legally authorized to work in the United States

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 www.t-mobilebenefits.com.

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 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.