Job Description

T-Mobile is in pursuit of exceptional talent to join our executive team. We're committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

T-Mobile moves fast, innovates rapidly, and is relentless about delivering exceptional customer experiences. The Senior Director, Contact Center & Digital Shared Services is at the heart of enabling this culture, developing and driving this strategy with our senior leaders, collaborating with business peers, and building and growing high performing teams. The Senior Director, Contact Center & Digital Shared Services will have end-to-end responsibility for strategy, development, operations through DevOps and delivery of enterprise solutions and strategic platforms that support the suite of customer and internal facing services at T-Mobile. The enterprise solutions that will be delivered within this organization are crucial components of the over-arching Un-Carrier strategy led by both Marketing and Business teams to enable industry leading capabilities and allow T-Mobile to establish and maintain relationships with our growing customer base. This position will impact revenue generation by driving efficiencies for both our customers and agents to connect with our customers however they decide to contact us for support and commerce needs in a secure manner. This leader will execute enterprise strategies by combining in-house built applications, open source and industry-leading 3rd party solutions. The Senior Director, Contact Center & Digital Shared Services is responsible for building and leading a growing team of software development (directors), managers, architects, technical product managers, engineers, testers and analysts in the development, delivery and support of solutions and services. Significant emphasis will be placed on identifying opportunities for innovation to ensure T-Mobile's leadership position within an increasingly competitive industry landscape. This role will also be a technology evangelist in establishing T-Mobile as a leading technology company.

Job Responsibilities

• Build long term strategic partnerships with senior internal customers within and outside of technology organization.
• Intimately understand their business strategies, generate new ideas, manage issues and ensure that strategy is appropriately aligned.
• Articulate business context and strategy and how departmental strategy supports it.
• Actively plan and manage a portfolio of high-quality products & services through a lifecycle of envisioning/investing/sustaining/retiring.
• Create domain strategy and supporting roadmaps aligned to overall strategy; use effective governance to set priorities and maintain business alignment.
• Grow team knowledge of new developments in area of specialty and incorporate these innovations where appropriate.
• Drive innovation, improvement and adoption of industry leading practices including open source, CI/CT/CD, cloud, microservices/container architecture.
• Set and execute technology direction for applications and services including package, SaaS, and custom developed solutions.
• Direct system design of highly scalable systems with native telemetry and monitoring in mind and enabling self-healing systems.
• Lead cross-departmental / cross-functional initiatives throughout broader organization.
• Deliver and support a portfolio of services to achieve business objectives.
• Direct the continual improvement of the enterprise-scale services.
• Ensure effective collaboration between technology teams.
• Develop and justify department budget, delivery and service performance, optimizing cost of service delivery, ensuring services are meeting or exceeding service levels.
• Develop and execute staffing strategy leveraging a mix of employees, managed services, and other partners to deliver departmental services
• Engage in and drive cross organizational strategy, policies and processes.
• Hire, manage, and develop a team of directors and support them in building their teams.
• Lead team through change, motivating and inspiring teams to do their best work, and develop the team's knowledge and ability to deliver on its mission.
• Coach and mentor senior staff; ensure effective performance partnership processes are used to maximize engagement and performance.

Education and Work Experience

• Bachelor's Degree Computer Science, Information Technology, or equivalent experience. (Required)
• Minimum 15 years of professional experience in developing highly scalable and highly available Digital Systems capable of serving the T-Mobile subscriber base. Required
• 8+ years leadership experience Required

Knowledge, Skills and Abilities

• Customer Focus: Cultivate and manage relationships at multiple levels of the organization. Experience with a variety of business strategies, processes and organization models. Communicate credibly with senior leadership and influence key stakeholders. Strong spoken, written and presentation skills.
• Domain/Technology/Service Strategy: Knowledge of portfolio management tools and methodologies. Experience developing technology strategy and product roadmaps. Broad technology product experience and a passion for staying abreast of the state of the market - both broad industry trends and in-depth in an area of specialization; enough technical perspective to evaluate and make decisions about architecture and implementation of systems.
  Recognized as a leader in area of specialization.
• Delivery and Operations: Familiarity and experience with multiple technology service delivery models and methodologies (Agile, waterfall, DevOps, ITIL). Successful delivery of large-scale enterprise technology projects. Experience with custom development, packaged products implementation, systems integration and cloud-hosted solutions.
• Department General Management: Financial and budget management of CAPEX/OPEX budgets over $30M - $100M. Demonstrated skills defining and using metrics and scorecards to manage a service and report to stakeholders.
  Knowledge of tools and techniques (e.g., Lean) to drive continuous improvement in cost and quality of service. Ability to define, understand and execute core administrative processes in a complex enterprise. Ability to network and align strategies and roadmaps with peers across the enterprise and influence others to align to a common positive outcome.
• Inspirational and Team Leadership: Build, develop, inspire and manage a high performing team of at least 50 employees and up to 1000 managed service staff. Expert at networking, identifying, attracting, hiring and retaining talented team members. Acknowledged strategic thinker, with organizational agility in a large-scale business environment. Ability to analyze complex situations, make difficult decisions and communicate impact to teams and stakeholders.
  Negotiation and conflict resolution while maintaining productive relationships.
  Experience managing multi-site, global teams.

Licenses and Certifications

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

Base Pay Range: $236,000 - $319,200

Corporate Bonus Target: 35%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as qualifications and experience, so the actual starting pay will vary within this range. 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.

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 12 paid 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 also 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! As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

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.

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