Principal Systems Experience Manager

T-Mobile Bellevue, Washington
manager mobile leadership strategy management accommodation team stakeholders cross functional sales customer service lead technical
March 28, 2023
Bellevue, Washington
Be unstoppable with us!

T-Mobile is synonymous with innovation and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won t stop!

This is a sourcing role to generate a pipeline at this time.

Job Overview

Oversee complex program level deliverables and systems experience strategies for multiple functional areas. Serve as a departmental lead and an active member of the leadership team for specific capital and operational projects; this role is ultimately responsible for all planning and preparation for strategic changes that impact the front-line system experience for assigned functional areas. Contributes to the creation and owns the implementation of the systems strategy for their functional areas to enable selling of our products, customer service, and a positive employee experience. Interact with executive business leadership for Frontline, Marketing, and other stakeholders and act as a liaison between cross-functional technical and Frontline organizations to secure alignment on system strategy, requirements, design, and successful implementations from concept through launch and continuous improvement.

Job Responsibilities:

  • Provide business and technical program leadership to inform and oversee systems experience strategy and roadmap for multiple functional areas; informed by broad knowledge of the systems, user groups, and stakeholder groups.
  • Inform usability and functionality as it relations to the employee experience. Advocate for and protect the employee experience throughout programs.
  • Lead and drive cross-functional teams in complex issue identification and resolution for system process and escalations impacting the frontline.
  • Define and prioritize strategic programs direction 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 across multiple programs.
  • Communicate with executive level business partners and stakeholders on strategy status and/or existing cross-functional issues and escalations impacting the strategy and/or production systems.
  • Identify Frontline business needs and present concepts to business leadership. Includes business case, project proposal, funding estimates, concept initiation, and results upon implementation.
  • Mentor, provide strategic and tactical direction, exert positive influence, and serve as an escalation resource to System Experience Analysts, System Experience Managers, and Sr System Experience Program Managers.
  • Education:
  • Bachelor's Degree Computer Science, Business, Finance, or Quantitative major or discipline (Required)
  • Work Experience:
  • 4-7 years Wireless experience, within or supporting Care or Retail. ()
  • 2-4 years Experience of analysis or systems production support, including Problem Management, and Continuous Improvement Methodology. ()
  • 7-10 years Experience of people leadership or business process management. ()
  • 4-7 years Experience of project or program management. ()
  • Experience with software application development or support. ()
  • Knowledge, Skills and Abilities:
  • Microsoft Office (Required)
  • Business Systems Analysis (Required)
  • Project Management (Required)
  • SQL (Preferred)
  • Licenses and Certifications:
  • Project Management Professional (PMP) (Preferred)
  • At least 18 years of age
  • Legally authorized to work in the United States
  • T-Mobile requires all employees in this position to be fully vaccinated for COVID-19, unless precluded from doing so by applicable law. The CDC currently defines fully vaccinated as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.


Travel Required (Yes/No):Yes

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Washington Pay Range : $119,600.00 - $161,800.00

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile s amazing benefits, check out

Never stop growing!

T-Mobile 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.

If you d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today!

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.

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