Customer Experience Manager (Artificial Intelligence)

Job Description:

The Customer Service Strategy team is looking for a Customer Experience Manager responsible for organizing and driving Care's new strategies specific to Artificial Intelligence. The right candidate will be responsible for developing, owning and driving new strategies that leverage Artificial Intelligence within Customer Care. This will include working closely with partners across IT, Marketing, Workforce Management and fellow Care stakeholders. Proven ability to run a program from beginning to end is a requirement. This role will also require creative thinking as this a new emerging space in Care.


More specifically, this role will assume the following responsibilities:

  • Create and champion a customer- focused and market-informed program vision and strategy
  • 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
  • Facilitate the creation of business cases to show the ROI of new products/features
  • Build key relationships with internal/external business partners
  • Guide teams to proactively find customer experience opportunities and own subsequent solutions that ensure seamless post launch support of new products & services
  • Effectively develop program plans with priorities, clear/measurable objectives to achieve business goals
  • Define and track product KPIs, derive key insights from metrics, and devise and execute tests to find product solutions


QUALIFICATIONS: While the quality and accomplishments of a person's career will be the determining factor, the candidate must have the following requisite qualifications:
  • Proven track record of delivering product experiences
  • Bachelor's Degree or equivalent work experience
  • 2+ years of experience working in a program management or user experience development role
  • Experience successfully managing large cross functional projects
  • Experience managing projects with strong visual and interaction design solutions
  • A strong passion for technology
  • Proven experience with rapid, iterative design and development processes
  • Experience in customer service, e-commerce or retail a plus
  • Experience with AI and Conversational UI's a plus

PERSONAL CHARACTERISTICS: The successful candidate will possess the following attributes:
  • Ability to think broadly, outside of the box and be creative and innovative in their thinking
  • Excellent oral and written communication skills, including the ability to effectively present information to senior management
  • A solid relationship builder and cross-functional collaborator; works effectively up, down and across the organization
  • Thrives in a high pressure, fast-paced environment
  • Ability to roll up sleeves and immerse in the details
  • Highly customer- focused; obsessed with the customer experience
  • Able to move swiftly and adapt to dynamic conditions both internally and externally
  • Drives constant improvement
  • Results focused
  • Intermediate experience using Excel
  • Intermediate experience using PPT to create narrative-focused business presentations for leadership
  • Strong understanding of cross-functional impacts including operations, sales, marketing and technology


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.

Company Profile:

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

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, ethnicity, 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.

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