T-MobileBellevue 98004
Full Time

Deep understanding of format purpose and role within retail portfolio, expected business outcomes, and measures of success, and reviewing performance data against stated goals and proactively making format adjustments.

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Sr Format Manager, Experience 2 Roles Available

Full Time T-Mobile, 1012 Bellevue Square, Bellevue, WA 98004, United States


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 role must sit in one of our Corporate Office locations with a strong preference for Frisco, TX, or Bellevue, WA.

Job Overview
As a part of the Retail Strategy & Excellence organization, this role will work cross-functionally within Retail and across the enterprise to define modern day journeys that enable best-in-class customer experiences with a format-specific tool kit spanning product, service design, digital, and physical components.
This role will serve as a thought leader defining experiences to delight customers in our stores based on consumer and industry insights, evaluating for brand relevance and functional usability in a format-specific retail settings.

Innovative, multi-channel customer-centric thinking will be critical for this person to succeed, and can be supplemented by a variety of other specialties (E.g., Consumer Insights, Experience/Human Centered Design, Behavioral Science, Retail Strategy , Industrial Design). May focus on design or implementation.

Job Responsibilities:

  • Deep understanding of format purpose and role within retail portfolio, expected business outcomes, and measures of success, and reviewing performance data against stated goals and proactively making format adjustments.
  • Grow new T-Mobile customer accounts, deepen relationships with our customer base and create customer value in new and exciting ways by orchestrating physical retail spaces, digital tools and capabilities, team structure, and service model to create differentiated individual customer journeys.
  • Participate in cross-functional planning for new enterprise initiatives and major launches, including working closely with Hero mission, brand, product, channel operations, and retail field leadership teams.
  • Follow retail industry and consumer behaviors trends, to understand experience priorities, core customer expectations, and pain points with practical application to retail format strategy and roadmap.
  • Monitor format support and listening systems and take proactive action to resolve format specific issues; related to merchandising, store design, systems, operations, working directly with cross-functional partners escalating if needed.
  • Education:

    Work Experience:

  • 4-7 years Related Experience: experience design, CX design, customer journey mapping, customer insights, brand, product teams, relationships with sponsorship, marketing teams, CSR, community outreach (Required)
  • Experience in customer service, T-Mobile customer care systems, customer resolution, merchandising, and local programming (preferred)
  • Knowledge, Skills and Abilities:
  • Communication (Required)
  • Change Management (Required)
  • Presentations (Required)
  • User Experience (Required)
  • Organizational Behavior (Preferred)
  • Hospitality Management Hospitality Design (Preferred)
  • Consumer Behavior Behavioral Science (Preferred)
  • User Experience Design (Preferred)
  • Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Washington Pay Range : $146,500.00 – $198,200.00

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 https://careers.t-mobile.com/culture-and-benefits/

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 ApplicantAccommodation@t-mobile.com 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.