At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!


Job Overview

T-Mobile is redefining the future of retail by seamlessly blending physical, human, and digital elements to deliver transformative, personalized customer experiences. As part of the Retail Experience Design team, the Sr. Manager, Customer Experience plays a pivotal role in crafting and optimizing digitally enabled, expert-supported customer journeys that span from pre-visit engagement through post-purchase loyalty.

This role leads strategy and execution for assisted journey mapping, digital engagement design, guided consultation models, and post-purchase retention solutions. This leader will champion an integrated approach that blends self-service, AI personalization, and expert-led service to ensure high-value retail interactions that enhance brand loyalty, increase sales efficiency, and shape long-term customer behavior.

This role is ideal for a strategic and systems thinker who excels in designing intuitive customer experiences, bridging digital and physical service, and innovating with technology to elevate human interaction. You'll work cross-functionally to develop and implement scalable solutions that not only serve today’s customers, but also shape the future of T-Mobile’s retail experience strategy.

Job Responsibilities:

• Provide coaching, feedback, and project guidance to employees, emphasizing digital-first engagement models and innovative customer interaction strategies.
• Oversee and direct departmental strategy and roadmap ensuring alignment with personalized, assisted shopping journeys and representing needs at leadership forums.
• Oversee the execution of analysis and resolution of product issues impacting customers and employees, blending human expertise with digital tool optimization.
• Prepare departmental communications and provide status for key projects and metrics, and customer engagement initiatives.
• Oversees teams and/or manages the execution of creating business process mapping and documentation that integrates digital-first tools, assisted journey frameworks, and seamless in-store experiences.
• 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
  
  
  

Education and Work Experience:

• Bachelor's Degree in Business, Technical field, or equivalent experience.
• 4-7 years Wireless experience required. Required
• 4-7 years Leadership experience. Required
• 4-7 years Analytical experience. Required
  
  
  

Knowledge, Skills and Abilities:

• Microsoft Office (Required)
• SQL (Required)
• Analytics (Required)
• Leadership (Required)
• Management (Preferred)
• Customer Service (Preferred)
• Employee Development (Preferred)
• Technology (Preferred)
  
  
  
  

Preferred Qualifications

• Experience: 4+ years in customer experience, service design, digital product, retail transformation, or related fields.
• Journey & Experience Design Expertise: Strong capability in mapping and orchestrating complex customer journeys across digital and physical channels.
• Strategic Acumen: Demonstrated ability to translate customer needs and business objectives into innovative, operational strategies.
• Technology Fluency: Familiar with customer data platforms, AI technologies, and digital experience tools that personalize and optimize retail service.
• Cross-Functional Leadership: Skilled at building alignment and driving execution across product, design, ops, and training organizations.
• Communication & Influence: Excellent at presenting strategies, building business cases, and influencing senior stakeholders.
• Customer-First Mindset: Passionate about delivering exceptional customer experiences through innovation, insight, and empathy.
• Industry experience in telecom, retail, or digital consumer services.
• Familiarity with agile product development and rapid prototyping in a retail context.
• At least 18 years of age
• Legally authorized to work in the United States
• Travel: Travel Required (Yes/No):Yes
  
  
  

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Base Pay Range: $112,900 - $203,700

Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, copy and paste this link into your browser: https://paylookup.t-mobile.com/paylookup?reqID=REQ312821

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.