Sr Customer Experience Excellence Manager | Multiple Positions Available

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Job Overview
The Sr Customer Experience Excellence Manager (Sr CXM) leads enterprise-level customer experience governance, oversight, and resolution work for the most complex, cross-functional experiences impacting customers and frontline teams.

This role sets the operating model, standards, escalation paths, and decision discipline that ensure new and changing experiences are evaluated through a consistent customer, frontline, and business lens before launch.

The Sr CXM owns a portfolio view of high-impact pain points and experience risks across Marketing, Product, IT, Supply Chain, EPO, Frontline Experience, and frontline channels, driving prioritization, executive alignment, and measurable closure when ownership is unclear or fragmented.

This role translates customer signals, frontline feedback, NPS/churn drivers, operational data, and executive insights into enterprise action plans that reduce friction, improve readiness, and prevent recurrence.

Success requires senior-level influence, crisp executive communication, strong business judgment, and the ability to move teams from debate to accountable action without adding unnecessary bureaucracy.

Role mission: Lead the enterprise system that fixes broken experiences today, governs the ones we build tomorrow, and makes accountability visible from signal to sustained outcome.

Job Responsibilities:

• Set enterprise CX governance strategy, standards, and operating model. Lead the design, refinement, and adoption of T-Mobile CX principles, decision standards, and governance mechanisms across enterprise change, launch, roadmap, and program workflows. Establish clear review criteria, escalation paths, decision rights, and accountability routines that improve outcomes without slowing the business. Ensure governance evaluates customer impact, frontline impact, business sustainability, trust/consistency, risk, and operational readiness before experiences reach customers. Lead CX Certification reviews for complex launches and changes, applying enterprise criteria, documenting exceptions and accepted experience risks, and ensuring mitigation and post-launch validation are in place.
• Lead senior-level oversight of experience readiness and enterprise risk. Own oversight for the most complex customer and frontline experience risks across products, policies, processes, journeys, channels, and enterprise programs. Partner with senior leaders, product owners, EPO, Marketing, IT, Supply Chain, Frontline Experience, and frontline channels to identify risk early and resolve readiness gaps before launch. Pressure-test major experiences for operational feasibility, frontline resolvability, customer clarity, and cross-channel consistency. Lead journey health reviews for priority end-to-end journeys, aligning journey owners on performance, sentiment, cross-channel breakdowns, risks, and continuous optimization actions.
• Drive resolution of high-impact customer pain points and systemic experience gaps. Maintain and manage an enterprise portfolio of priority pain points, known experience gaps, recurring friction, and systemic drivers of NPS, churn, contacts, escalations, and frontline burden. Lead cross-functional working teams through root cause, ownership assignment, decisioning, action planning, and measurable closure for issues no single team owns alone. Distinguish symptoms from root causes and push for durable fixes that prevent recurrence, not temporary workarounds dressed up in a nicer PowerPoint. Quantify priority CX Challenge List items across customer impact, frontline burden, operational cost, revenue or retention risk, and strategic value to support enterprise prioritization and make the cost of inaction visible.
• Influence executive alignment and shared accountability across the enterprise. Serve as a senior connector and trusted advisor across functions, bringing clarity to ambiguous ownership, competing priorities, and tradeoffs. Prepare executive-ready recommendations, decision narratives, progress updates, and risk escalations with a clear customer-first and frontline-ready point of view. Coach partners and less experienced team members on governance, issue resolution, facilitation, and outcome-based accountability practices. Use voice-of-customer evidence to influence product roadmaps, policy choices, investment priorities, and operational tradeoffs, ensuring accepted experience risks have clear owners, mitigation plans, and review dates.
• Measure outcomes, surface insights, and drive continuous improvement. Define and monitor success measures for governed experiences and resolved pain points, including NPS, churn, frontline readiness, first-time resolution, contact reduction, operational friction, and customer trust. Build transparent reporting that shows progress, blockers, decisions, owners, timing, and realized outcomes for senior leadership and cross-functional partners. Translate insights into governance improvements, prevention mechanisms, standards updates, and enterprise learning loops.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• Bachelor's Degree Business, Marketing, Customer Experience, Operations, Product Management, Communications, Analytics, Technology, Strategy, or related field. Relevant/equivalent experience accepted.(Preferred)
• 7-10 years Leading customer and/or frontline experience, customer operations, enterprise program management, service excellence, product/program readiness, business transformation, or governance work in a complex, matrixed enterprise environment. (Required)
• 7-10 years Influencing senior leaders, facilitating executive governance forums or cross-functional working teams, resolving ambiguous ownership, and driving accountability without direct authority. (Required)
• 7-10 years Using customer, frontline, operational, NPS, churn, quality, journey, contact, escalation, or financial data to identify root cause, prioritize investment, and measure outcomes. (Required)
• 4-7 years Leading enterprise-level change, readiness, launch governance, risk mitigation, process improvement, or transformation initiatives with measurable customer and business impact. (Preferred)

Skills:

• Customer Strategy: Create scalable principles, review criteria, operating cadences, decision rights, and escalation paths without unnecessary process drag. Includes journey governance, certification, experience-risk management, and documented tradeoff practices. (Required)
• Business Influence: Align senior leaders, resolve ambiguous ownership, and create shared accountability across teams with competing priorities. (Required)
• Customer Advocacy: Champion customer expectations and frontline realities; translate feedback into prioritized improvements that reduce friction and strengthen trust. (Required)
• Client Issue Resolution: Diagnose complex gaps, separate root cause from noise, assign ownership, and drive durable resolution with measurable results. (Required)
• Data Driven Approach: Connect qualitative and quantitative signals, quantify impact, prioritize high-value work, and measure NPS, churn, readiness, contacts, and outcomes. Quantifies customer harm, cost of inaction, and business value to inform roadmap and investment decisions. (Required)
• Executive Communications: Frame tradeoffs, surface risks, make recommendations, and tell the truth in a way leaders can act on quickly. (Required)
• Operational Efficiency: Apply launch readiness, frontline enablement, change management, process improvement, and risk reduction across enterprise initiatives. (Required)

Licenses and Certifications:

• Preferred: CXPA/CCXP, PMP, Prosci/Change Management, Lean Six Sigma, Design Thinking, Product Management, Agile, or equivalent experience. (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

Total Target Cash Earnings Opportunity: $100,970 - $182,275

National Base Pay Range: $87,800 - $158,500

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ377025¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

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, genetic information, 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.