Operations

Manager, Sales Operations

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Bellevue, Washington Full Time Internal Only

The Manager is responsible for supporting Technology Program Management. Responsible for ensuring tactical strategies are developed to meet company and department objectives, and strong customer contingencies to implement based on customer behavior. Leads feedback and support to process optimization in support of the T-Mobile vision, values and objectives. Owns partnerships with key enterprise department's senior level management and represents the customer experience in setting the strategic direction of initiatives.

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
  • Provide coaching, feedback, project guidance, and career planning to employees
  • Oversee and direct departmental strategy and roadmap and represent needs at leadership meetings
  • Oversee the execution of analysis and resolution of product issues impacting customers and employees
  • Prepare departmental communications and provide status for key projects and metrics
  • Oversees teams and/or manages the execution of creating business process mapping and documentation
  • Build key relationships with internal/external business partners
  • Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
Minimum Required
  • 6 years of wireless experience or direct customer support experience
  • Minimum of two years previous leadership experience or 4+ years in cross functional program leadership in lieu of management experience
  • Full industry knowledge of customer satisfaction drivers: strong understanding of policy/process impact to frontline employee and customer satisfaction
  • Proficient in Excel, Word, PowerPoint

Desired
  • 4+ years of Project or program management experience, especially technology program management
  • Retail experience
  • Strong technical aptitude
  • Excellent people and management skills. Proven ability to manage, lead, and develop direct reports across multiple functions and locations.
  • Strong leadership experience and ability to inspire, motivate and lead cross-functional teams to deliver on customer experience vision and strategies.
  • Comprehensive knowledge of all support processes and procedures. Demonstrated ability to effectively balance the desire for "Best Customer Experience" technical solutions with the realities of the business environment.
  • Innovative, analytical, and problem-solving skills a must. Proven ability to influence and set technical and strategic direction at an enterprise level.
  • Proven ability to translate business strategies into customer centric actions that drive results. Proven ability to prioritize and deliver on multiple threads of work.
  • Understands broader implications of situations; identify potential problem areas and execute solutions across the enterprise before they become problems
  • Excellent communication skills and the ability to present detailed analytical results to executives in verbal or written form. Track record of personal initiative and ability to drive change. Strengths in building large networks of internal contacts and leveraging positive working relationships to achieve business goals.
  • Previous experience working within or supporting Retail or Care channels
  • 6 years’ experience in process design/management including proven success in process design, optimization, analysis and documentation
  • Experience with Visio, SQL, Business Objects, Continuous Improvement Methodology and/or Content Management Principles

Education
  • Bachelors’ Degree preferred. Six years of related experience may be considered in lieu of degree
POSITION POSTED FOR
109 DAYS
CANDIDATES THAT HAVE APPLIED 5
POSITION DETAILS

96360BRReq ID

OperationsDepartment

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
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ARE YOU A GOOD FIT FOR OUR TEAM?

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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.