Manager, Venue Success - Bellevue Washington

Company: T-Mobile
Location: Bellevue, Washington
Posted On: 05/03/2024

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!Job Overview
The Manager, Venue Success leads a team who together manage relationships with retailers (i.e., 'venues'). This includes on-boarding, then building/maintaining strong, long-term relationships with retail venue partners as well as ensuring venues receive world-class technical/non-technical support, inclusive of training materials, FAQs, and trouble ticketing/escalation. Further, this team would oversee feedback collection and fulfill tactical 'network operation center'/'NOC' tier II support functions to ensure network uptime is optimized (limited to HW; SW/Sys-Ops assumed to be fulfilled by existing shared resources who oversee T-Ads SW platform today).Job Responsibilities:

• Lead team of inspired professionals, providing feedback, mentor, and developmental opportunities to continually improve team performance
• Provide oversight and direction for all employee responsibilities for the Venue Success organization to include: creating a work environment which promotes a customer obsessed attitude, collaborative cross-functional & cross-matrixed teamwork mentality, performance-driven culture, employee success; quality hiring, and training
• Technical and Non-Technical Support: Ensure that venues receive world-class technical and non-technical support. This includes developing and providing training materials, FAQs, and efficient trouble ticketing and escalation processes.
• Feedback Collection: Implement systems and processes for collecting feedback from venue partners. Use this feedback to identify areas for improvement and develop strategies to enhance their experience.
• Relationship Management: Nurture and maintain strong, long-term relationships with retail venue partners. Understand their needs, challenges, and goals to provide exceptional support and service.
• Network Operation Center (NOC) Support: Oversee tactical NOC Tier II support functions to optimize network uptime. Collaborate with existing shared resources responsible for software and system operations (Sys-Ops) to ensure seamless network operation.
• Performance Metrics: Define and monitor key performance indicators (KPIs) to measure the success of the Venue Success team. Regularly report on progress and make data-driven improvements.
• Vendor Management: Collaborate with third-party vendors, as vital, to ensure the effective delivery of services and support to retail venues.
• Collaborate with cross-functional teams including: sales, marketing, operations, product, implementation, etc. to drive growth and gain market share by delivering a world-class experienceEducation:
  • High School Diploma/GED (Required)Work Experience:
    • 4-7 years Work Experience (Required)
    • 2-4 years Experience providing hardware/software technical support to end users via phone/ticketing systems in a help desk setting (Required)Knowledge, Skills and Abilities:
      • Team Leadership Effective team leadership, coaching and people development skills. (Required)
      • Customer Relationship Management (CRM) Strong customer relationship management skills at an executive level. (Required)
      • Team Leadership Demonstrated ability to lead teams and successfully manage a distributed workforce. (Required)
      • Passion for growing and coaching teams with documented success on employee experience and engagement. (Required)
      • Documented Customer Success practices in both client and agency environments; professional services and marketing disciplines a plus. (Required)
      • Proven ability to work with high level executives and deliver outstanding results. (Required)
      • Holds strong operational skills to drive organizational efficiencies and customer satisfaction. (Required)
      • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning. (Required)
      • Proven ability to understand financial concepts and analyze information. (Required)
      • Exceptional verbal and written communication. (Required)* At least 18 years of age* Legally authorized to work in the United StatesWashington Pay Range : $118,100.00 - $159,800.00The 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.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 paid 12 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 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---.--- 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.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. More...

            

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