Systems Experience Manager

T-Mobile Bellevue , WA 98009

Posted 1 week ago

Job Description:

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.

Responsibilities

  • Manage the systems experience throughout project and production lifecycle. Includes cross-functional project ownership, implementation and launches, and ongoing support. Lead adhoc teams to effective management of complex, cross-functional system issues.

  • Communicate with leadership, business partners, and stakeholders on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.

  • Lead medium to 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.

  • Prepare communications for executive and business sponsor audiences on user acceptance test status, system launch readiness, disruptive events, and issues summaries.

  • Mentor, provide tactical direction in support of strategy, exert positive influence, and serve as an escalation resource to System Experience Analysts.

  • Also responsible for other Duties/Projects as assigned by business management as needed.

Qualifications

Qualifications

  • 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 year of people leadership or business process management

  • Proficient in Excel, Word, PowerPoint, Visio

  • Competence with multiple software development life-cycles, i.e. RUP, SCRUM etc.

Strongly Desired

  • 1+ years of AI, ML, or Natural Language Processing experience

  • Experience creating and developing support processes

  • 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

Education

  • High school Diploma/GED required

  • Bachelor's degree in Technology, Business, Finance, or Quantitative major or discipline or equivalent work experience

Desired

  • Strong knowledge of Customer Delivery methods and procedures

  • Proficient in SQL and Business Objects

  • Experience with software application development or support

  • PMP certification

Education

  • Bachelor's degree in Computer Science, Business, Finance, or Quantitative major or discipline or equivalent work experience

  • Business Systems Analyst certification or discipline or equivalent work experience

  • Project Management Professional certification

Minimum Qualifications

  • At least 18 years of age

  • Legally authorized to work in the United States

  • High School Diploma or GED

  • Pre-employment background screen

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