Director, Customer Care Metrics
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POST DATE 9/12/2016
END DATE 11/5/2016
JOB DESCRIPTIONAs America's Un-carrier, T-Mobile US, Inc. (NYSE:
TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.The Director, Customer Care Metrics will build a new organization to transform Customer Care's performance metrics into an innovative industry changing model. This new organization will design, implement, analyze, optimize and manage these metrics. The Metrics Program consists of monthly bonus in addition to performance rankings for various recognition programs. The Director will lead a team of direct reports as well as lead a cross-functional team known as the Metrics Team. The Director will be very influential in determining the relevant metrics and target levels by line of business that will support a great customer experience and rep satisfaction, while driving continuous improvement in Care business performance and achievement of financial objectives. Additionally, the Director will serve a critical role in linking metrics with overall Care strategy, driving tremendous value back to TMUS through Care metricsExperience with Customer Service in telecommunication or equivalent.Strong leadership skills, with the ability to conceive, communicate, and implement design concepts that improve the performance of the call centers. Deep financial understanding, be able to create and manage departmental budgets, prepare and adjudicate business cases.
- Visionary leadership drives adoption of innovative approaches, focused on generating and implementing new possibilities to improve performance.Strong Collaborator builds relationships of influence quickly and effectively, partners with peers and markets to create alignment and speed to implement.Significant experience leading high performing teams of metrics professionals.
- Bachelor's degree required; Master preferred.PERSONALCHARACTERISTICS:
The successful candidate will possess the following attributes:
Strong leadership skills and the ability to build a network across an organization that is experiencing rapid growth. Strategically-minded, contributing to the development of a coherent overarching strategic vision for the company. Strong business acumen and problem solving skills with the ability to turn findings into executable plans.
- Collaborative, yet influential; a strong negotiator who speaks with conviction while also willing to flex and compromise in order to create the best solution for the needs of the customer and the business.Organizationally savvy; utilizes partnerships across the organization and leverages knowledge of formal and informal decision-making processes to accomplish work objectives.Sets performance direction by translating broader business initiatives into clear team objectives and individual goals, aligning appropriately with other groups for efficient, coordinated action. Able to motivate and mobilize others; creating a cohesive and inspirational team environment.A hands-on leader; broadly shares responsibility and accountability of both routine and important tasks and decisions. Exceptional communication skills, both verbal and written, regardless of audience, medium, or forum. Ability to address and realize both long-term and short-term goals and objectivesDemonstrated ability to build trust and strong cross functional relationships across an organization to achieve common goals.Takes a constructive and proactive approach to problem solving.Professional with a high degree of integrity and honesty.Possesses a low ego; celebrates the success of others in the business; passionate for helping the customer do their job better. An inspirational leader and skilled team builder.
- A visionary who sees the bigger picture.Agile; thrives in a fast-paced, constantly shifting environment.Drive the design, implementation and optimization of the Care metrics structure to align strategically with the business, establishing and maintaining a link between metrics performance and Care business performance. This includes converting Care to a P&L metrics structure to enable significant improvements in performance and Care contribution to TMUS.Oversee a cross-functional Metrics Team to determine optimal metrics and target levels for each line of business, such as level of performance needed to achieve Care financial and customer experience objectives.Manage the Metrics Program budget, including tracking program and individual metrics performance to determine effectiveness of program spend and return on investment, with the objective of driving the highest level of performance on budgeted spend.Collaborate with Metrics Team, call center directors and support teams, reporting, finance analytics team and HR. We Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law. .