Customer Support Representative
JustPark
Senior Customer Experience Manager – Retail Experience Design
T-Mobile
full-time
Posted on:
Location Type: Hybrid
Location: Bellevue • Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $79,900 - $144,100 per year
Job Level
Senior
Tech Stack
Invision
About the role
- Provide coaching, feedback, project guidance to other team members and operational partners to support journey design initiatives.
- Oversee and direct departmental strategy and roadmap initiatives, representing Assisted Journey Design needs in cross-functional forums.
- 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.
Requirements
- Bachelor's Degree in Business or equivalent experience.
- 2+ years Leadership experience (Required);
- 4+ years of leadership experience is Preferred
- 2+ years Analytical experience (Required)
- 2+ years Wireless experience (Preferred)
- 2+ years Project management experience (Preferred)
- Strong knowledge of journey mapping techniques, customer experience frameworks, and service blueprinting.
- Experience leveraging customer feedback, VOC tools, and operational metrics to drive decision-making.
- Familiarity with CRM, contact center platforms, and digital support tools (Salesforce, Zendesk, LivePerson, etc.).
- Ability to translate complex problems into simple, customer-friendly solutions.
- Exceptional communication and stakeholder management skills.
- Passion for continuous improvement, customer advocacy, and operational excellence.
- Customer Journey Mapping Software (e.g., Smaply, Miro, Lucidchart).
- AI-Powered Personalization Engines.
- Prototyping & Interaction Design Tools (e.g., Figma, InVision, ProtoPie).
Benefits
- Medical, dental and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off and 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
journey mapping techniquescustomer experience frameworksservice blueprintinganalytical skillsproject managementcustomer feedback analysisoperational metricsbusiness process mappingproblem-solvingcontinuous improvement
Soft skills
leadershipcommunicationstakeholder managementrelationship buildingcustomer advocacyteam guidancefeedback provisionoperational excellenceproject guidancestrategic oversight
Certifications
Bachelor's Degree in Business
