Sr. Business Analysis Manager, Service Planning & Contact Insights

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!

Job Overview

A Thought leader focused on enhancing the total customer experience, exposing customer pain points with recommended solves, while designing segmentation strategies targeting reduction customer contacts to Care, churn, and spend. Additionally, this performer should be proficient in next level data analysis and will be crucial towards ongoing area mapping changes, design and redesign.

The Sr. Business Analysis Manager should have elite business and financial acumen with strong experience delivering on high impacting critical insights. The candidate should be comfortable with consistent C-Level presentations and deliverables in a fast paced environment where speed and accuracy are equal in importance.

This individual contributor is an experienced professional with a full understanding the area of Customer Service, Retail, Digital, Marketing, Finance and adjacent areas. Ability to resolve a wide range of issues in creative ways. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. A self starter

• Receives minimal instruction on day-to-day work, general instructions on assignments.

Dissecting and structuring complex business problems, extracting and analyzing data from a variety of sources, utilizing facts/data to derive a conclusion, and constructing presentations that distill complex analytical findings are essential for success in this role.

This critical thinker will work cross functionally in a matrixed environment and help provide key insights to Service Excellence & other teams including, Demand Planning, Contact Interactive Analytics, Technology teams, AI/ML Strategy groups, and Data Enablement teams. In addition this person can be expected to work with Frontline leaders in Care.

Areas of expertise:

• Base management - ability to Build, load balance and maintain customer bases for each Team/crew

• Market analysis for Geo locations within each region

• Informs other verticals' re: areas of focus - including detailed Care, Top 100, Network, SMRA/Prepaid impact analysis

• Understanding of Comp impacts at market level; Partnership with comp teams

• Must have an ability to build Strong C-Level Executive Presentations in Powerpoint.

• Advanced Excel skills are a must

• Execute an analysis plan for critical projects.

• Perform data mining, analysis, and modeling to drive business insights.

• Develop presentations to show complex and customized analytical findings.

• Must be able to develop next level business cases and determine short/long term ROI

• Participate in continuous improvement initiatives.

• Build cross-functional relationships.

Qualifications

• Elite Financial and Business Acumen

• Experience with statistical methods and analysis tools

• Highly skilled root cause, data analysis, and other problem-solving methods

• Exceptional understanding of US Geography and geospatial methodologies

• Proficient in SQL and 4+ years' experience working with relational databases

• Experience with Customer Service in telecommunications or equivalent

Education

• Bachelor's Degree in financial, business, or statistical-related field such as mathematics, econometrics, statistics, operations research, other Business.

• At least 18 years of age

• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No):No

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Washington Pay Range : $125,700.00 - $170,100.00

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.

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.