T-Mobile Bellevue , WA 98009
Responsible for total operations of the Business Operations Center, a centralized function that provides a 24x7x365 full view of T-Mobile customer experience, brand, and operational health with a customer focused perspective. Provides leadership, oversight, and direction for both Business Operations and Business Continuity team mates. Partners closely in day to day strategic and tactical execution with all leaders in the Business Operations Center. Runs enterprise-wide coordinated response during significant planned, semi-planned or unplanned events with executive customer centric reporting. A strong commitment to exceptional customer experience and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and crossfunctional environment required.
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Lead team that monitors all systems, network, and brand assets. Identifies anomalies and unacceptable conditions with the ability to evaluate and determine appropriate escalation paths to support key business initiatives. Activate appropriate response teams. Facilitate, communicate, and implement problem resolution strategies in order to achieve the best possible customer service outcomes. Create and distribute internal Situation Reports to appropriate leadership teams at pre-determined intervals. Provide release and key event post-mortems, reporting, and problem resolution management.
Maintains Business Operations Center facilities as necessary to ensure that key personnel can direct and control operations during emergency situations. Establishes and maintains internal procedures to conduct coordinated operations during emergencies. Seek continuous improvement and innovation in Business Operations Center operations and capability.
Ensure all Business Operations Center personnel are coached in trouble recognition and process to escalate as appropriate. Enable the cross training of Business Operations Center personnel. Manage and maintain various internal support relationships to enable proactive/rapid awareness of potential customer, employee, and brand impacting incidents. Use unique centralized view of systems to provide subject matter expertise to other areas of T-Mobile and recommend best operational practices.
Develop, coordinate, facilitate and maintain crisis management policies and procedures. Assess hazards and prepare plans to respond to emergencies and disasters in order to minimize risk to people and the business. Prepare situation- specific response plans that outline operating procedures to be used in response to disasters or emergencies. Following a disaster, access the damage to a community and make recommendations on appropriate support. Coordinate support upon approval.
Develop exercises to provide staff, emergency responders, support personnel and executive personnel training in directing operations under simulated emergency situations. Continually review the service provided to end-users and customers to ensure they meet agreed service levels and all customers' requirements as well as identify improvements to the service provided. Attend and participate in local, state and federal exercises and work-groups.
Provide peer feedback and leadership for the Business Continuity team members on business continuity plans for each business function across the enterprise. Help ensure the plans are accessible and understood across the team. Facilitate launch and execution of the plan in the event of a threat or crisis. Provide post event feedback to ensure continuous improvement of the Business Continuity Plans with follow-up to ensure feedback is implemented. Provide backup support for the Business Continuity Team on the creation and maintenance of Business Continuity Plans.
Create or gain subject matter expertise on Emergency Response and Disaster Recovery plans and practices to facilitate the launch and execution of these plan in the event of a threat or crisis. Ensure post event feedback is provided for continuous improvement of the plan with follow-up to ensure feedback is implemented.
Proven customer focused expertise
Communicate orally and in writing, writing reports, and speaking effectively to individuals and groups.
Effectively work with people during difficult, ambiguous, and stressful situations.
Manage multiple priorities and work accurately and independently in a fast-paced environment with limited supervision.
Demonstrated strong organizational skills with a history of anticipating issues and taking proactive action to develop and implement an appropriate response plan. Comfortable multi-tasking and able to deliver results under pressure and tight deadlines.
This position operates in a 24x7x365 environment. Shift work and the ability to participate in an on-call rotation are required. Modern techniques, developments, designs, systems, methods, practices and equipment utilized in emergency management. Principles and practices of emergency planning functions.
Proficient skill with Microsoft Office, inclusive of Word, Excel, Outlook and PowerPoint.
Eight years of experience dealing with business operations (i.e. sales, care, supply chain, emergency management, etc.). Bachelor Degree preferred
Call center experience a plus
Six sigma certification
Completion of National Incident Management (NIMS) and/or Incident Command System (ICS) training and coursework
Certified Lead Implementer from an accredited source