Shire Jobs

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 The Customer Service Operations Support team has recognized a need for end-to-end management with business stakeholders and IT partners to deliver new Products and experiences for our T-Mobile Business Group customers and frontline Care and Sales teams. Product launches, service programs, and operational initiatives require execution ownership to ensure optimal overall customer experience through frontline delivery. This requires definition, delivery, and execution of clear and consistent customer experience standards, business processes and policies, and deployment efforts through agile methodologies. This position is responsible for employing T- Mobile for Business' customer experience guiding principles and customer commitments to deliver the differentiated TMUS customer experience across all channels through managing a team of managers and/or analysts to support and improve the customer experience delivered by our frontline employees. Coaching and developing each manager and/or analyst on the team is a key function of this role. Job Responsibilities: Provide coaching, feedback, project guidance to other team members Own IT Backlog, Prioritization, and IT Delivery roadmap Incorporates experience gaps into Backlog for prioritization and resolution 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 Education: Bachelor's Degree Business or Technical () Work Experience: Experience with Agile Development Methodologies (Required) Experience with Agile Development Methodologies (Required) 2-4 years Wireless experience. (Required) 2-4 years Leadership experience. (Required) 2-4 years Analytical experience. (Required) 2-4 years Wireless experience. (Preferred) 2-4 years Analytical experience. (Preferred) 2-4 years Project management experience. (Preferred) 4-7 years Leadership experience. (Preferred) Knowledge, Skills and Abilities: Leadership (Required) Analytics (Required) Customer Service (Required) Project Management (Preferred) Wireless (Preferred) * 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: $79,900 - $144,100 Corporate Bonus Target: 15% 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