Customer Service

Sr Manager, Operational Insights

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Responsible for supporting the Operations organization’s continuous improvement initiatives utilizing a broad range of data sources, analytical methods, and business approaches to deliver actionable recommendations to executive sponsors. A Senior Manager, Operational Insights has broad expertise and unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups. Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others. Provide analytical support (including analytical systems development)by dissecting and structuring a wide range of 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 into communications that are intended to inform and influence decisions related to policy, procedure, and business practices. Responsible for identifying operational opportunities to improve customer experience and reduce cost to serve, initiating and leading cross-functional projects to drive continuous improvement and creating models and processes to measure and communicate improvement. Typically requires a minimum of 12+ years of related experience. At this level, post-graduate coursework may be expected. • Manages a large team of analysts • Typically requires a minimum of 12+ years of related experience. At this level, post-graduate coursework or equivalent is be expected.

STUFF WE'LL
TRUST YOU WITH
YOUR RESPONSIBILITIES
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Essential Functions
  • Develop analysis plan and execute them independently for large and strategic projects
  • Guide querying data from relational databases (Teradata, MS SQL server). Demonstrate strong competency and comfort working with and analyzing large sets of data.
  • Manage data validation and data cleansing
  • Lead data mining, analysis and modeling to drive business insights
  • Develop executive level presentations
  • Present complex and customized analytical findings
  • Manage ongoing operational support
  • Manage operational reporting
  • Contribute to continuous improvement initiatives
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
Minimum Required
  • Highly proficient in SQL and 10+ years experience working with relational databases (Teradata, Oracle, MS SQL server) and large data sets
  • Experience with scripting languages
  • Highly proficient in Excel, Access, and Power Point
  • Extensive experience with statistical methods and analysis tools
  • Highly skilled in report development and data analysis
  • Good communication skills (verbal and written)
  • Management experience
  • Experience with Customer Service in telecommunication or equivalent
    Education
    Minimum Required
    • Bachelors Degree. Quantitative, Business or computer-related field such as mathematics, econometrics, statistics, operations research, or computer science.
    • Advanced Degree preferred


    POSITION POSTED FOR
    46 DAYS
    CANDIDATES THAT HAVE APPLIED 21
    POSITION DETAILS

    100256BRReq ID

    Customer ServiceDepartment

    NoTravel Required

    1Position(s) remaining

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    WE EVEN DO BENEFITS DIFFERENTLY

    Check out what we have to offer

    Health Benefits

    Health Benefits

    Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.

    Paid R&R

    PAID R & R

    Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.

    It's all about you

    IT'S ALL ABOUT YOU

    We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.

    Sweet Company Discounts

    SWEET COMPANY DISCOUNTS

    Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.

    Help with the Fam

    HELP WITH THE FAM

    Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.

    Investment Options

    INVESTMENT OPTIONS

    Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.

    WHAT TO EXPECT WHEN APPLYING FOR A JOB
    Job Location 12920 SE 38th St Bellevue, WA 98006
    CHECK YOUR COMMUTE
    Driving
    Walking
    Bicycling
    Public Transit

    ARE YOU A GOOD FIT FOR OUR TEAM?

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    What's it like to work at T-Mobile?
    Find out

    "Best Company I’ve Ever Worked For”

    5 stars 5 stars 5 stars 5 stars 5 stars

    Former Customer Service Representative in Salem, OR

    Pros

    Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

    Cons

    If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

    Advice to Management

    Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

    “Wonderful Company”

    5 stars 5 stars 5 stars 5 stars 5 stars

    Current Customer Service Representative in Meridian, ID

    Pros

    Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

    Cons

    You have to enjoy the call center work.

    “positive place to work”

    5 stars 5 stars 5 stars 5 stars 5 stars

    Former Customer Service Representative in Chattanooga, TN

    Pros

    There were many great benefits and the company has really good values.

    Cons

    It can be stressful at times.

    Advice to Management

    Not everyone needs to be micromanaged.

    ONE OF THE MOST ETHICAL COMPANIES IN THE WORLD

    As America’s Un-carrier, T-Mobile US, Inc. (NASDAQ: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com.

    EOE Statement

    We Take Equal Opportunity Seriously - By Choice.

    T-Mobile USA, Inc. is an Equal Opportunity Employer.  All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated.  Furthermore, such discrimination or harassment may violate federal, state, or local law.