Principal Customer Experience Excellence Manager

Role Overview

The Principal Customer Experience Excellence Manager is the strategic architect for T-Mobile’s enterprise customer excellence system, setting the vision, roadmap, standards, and operating model for how customer experiences are governed, improved, and sustained at scale. This role operates with a high degree of independence and empowerment, leading the most complex, customer-impacting experience work across Marketing, Product, IT, Supply Chain, EPO, Frontline Experience, frontline channels, Digital, Analytics, and executive stakeholders.

What You Will Do

The Principal CXM defines the playbook for how T-Mobile identifies systemic customer pain points, governs new and changing experiences before launch, resolves ambiguous enterprise ownership, and converts signals into durable changes that improve NPS, reduce churn, and lower frontline friction.

Why It Might Be a Fit

This role requires a strategic leader, operational architect, executive thought partner, and coach who can build the capability, discipline, and cultural adoption needed to make customer excellence repeatable across the business.

Requirements

• Bachelor’s Degree Business, Marketing, Customer Experience, Operations, Product Management, Communications, Analytics, Technology, Strategy, or related field.
• 7-10 years Leading customer and/or frontline experience, customer operations, enterprise program management, service excellence, product/program readiness, business transformation, digital experience, or enterprise governance work in a complex, matrixed environment.
• 7-10 years Influencing Director, VP, and executive stakeholders; facilitating enterprise governance forums; resolving ambiguous ownership; and driving accountability without direct authority.
• 7-10 years Defining enterprise standards, operating models, readiness strategies, launch controls, policy/process governance, or cross-functional decision frameworks with measurable customer and business impact.
• 4-7 years Leading digital-first experience improvements, automation, self-service, AI-enabled workflow, simplification, or technology-enabled transformation initiatives.
• 4-7 years Coaching senior individual contributors, managers, or cross-functional partners in strategy, facilitation, governance, executive storytelling, and outcome-based problem solving.
• 7-10 years Using customer, frontline, operational, NPS, churn, quality, journey, contact, escalation, digital, or financial data to identify root cause, prioritize enterprise work, and measure sustained outcomes.

Benefits

• Competitive base salary
• Annual stock grant
• Employee stock purchase plan
• 401(k)
• Free, year-round money coaches
• Medical, dental, and vision insurance
• Flexible spending account
• Paid time off
• Up to 12 paid holidays
• 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
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs