Develop and deliver an exceptional experience in support of enterprise strategy by applying deep subject matter expertise of systems and platforms to execute on program and/or system level initiatives. Apply understanding of a particular technical platform that serves a critical portion of the business to contribute to planning for scalability, sustainability, and future development of systems and solutions. Own and drive cross functional issue resolution and critical problem management efforts impacting T-Mobile's customer and agent experiences. Serve as a departmental lead for specific capital and operational projects; this role is ultimately responsible for planning and preparation for any change that impacts the customer and agent experience. Interact with departmental leadership teams and act as a liaison between cross-functional technical and operational organizations in support of system requirements, design strategies, and successful implementations from concept through launch, and ongoing production support.
Manage the systems experience throughout project and production lifecycle. Includes cross-functional project ownership, implementation and launches, and ongoing support. Lead ad hoc teams to effective management of complex, cross-functional system issues.
Communicate with leadership, business partners, and stakeholders on progress against strategy and execution, and keep them informed on disruptive events and issue summaries.
Lead large initiatives to improve the systems, user experience, related procedures, and customer satisfaction.
Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the systems, user experience, and overall customer satisfaction.
Create, own, and/or approve technical documentation including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures. Able to teach these skills to others.
Define and communicate prioritization based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as an escalation point to resolve stakeholders' conflicts in priority.
Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource to System Experience Analysts, Managers, and Program Managers.
Also responsible for other Duties/Projects as assigned by business management as needed.
3+ years of wireless, operations or agent desktop technology experience, within or supporting Care (customer support) or Retail
2+ years of analysis or systems production support, including Problem Management
1+ years of people leadership or business process management
Proficient in Excel, Word, PowerPoint, Visio
Competence with multiple software development lifecycles, i.e. RUP, SCRUM etc.
1+ years of AI, ML, or Natural Language Processing experience
Strong knowledge of customer support methods and procedures
Experience with software application development or support
Advanced PPT or Adobe Suite experience for creating summary slides
High school Diploma/GED required
Bachelor's degree in Technology, Business, Finance, or Quantitative major or discipline or equivalent work experience.
At least 18 years of age.
Legally authorized to work in the United States
High School Diploma or GED.
Pre-employment background screen.