As 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 overall objective of the Operation Team is to ensure established MVNO/M2M partnerships are successful and sustainable. The Senior Partner Account Manager plays an integral role in the development of exciting new partnerships and maintenance of existing ones. This role is responsible for end-to-end support of medium to large accounts (>$100M/year in revenue).The Senior Partner Account Manager will be responsible to manage all aspects of the operational activities for these partners ensuring that rate plans, platform functionalities, contracts and customer growth are in line with the department revenue targets and financial obligations. The Incumbents are responsible for all analysis, and planning of any change and any issues that impact an MVNO. They are responsible for documenting the issues in financial or customer impact terms, brainstorming with the technology teams to develop solutions to the problems and gathering the required approvals and funding for implementation. The Senior Account Manager will be called upon to provide health of an account to executive committees on a regular basis. They will provide subject matter expertise on the operation model, business practices, KPIs, and system architecture to the partners in pre-sales environment to help secure these accounts. These meetings are often held with C level employees of companies generating $500M and above in revenue. To be successful in this role, the Senior Partner Account Manager must be NT and IT savvy. The role requires the translation of system logics into a customer experience impact to drive solutions and set expectations of partners. The Senior Partner Account may be required to lead APIs related training session and workflow troubleshooting with Partners.8+ years of relevant work experience with at least: 5+ years' experience leading cross-functional teams in the implementation of services, products or process improvement OR 5+ years operations experience supporting systems, networks, and/or accounts
5+ years telecommunications industry experience with a wireless communications provider
Expert Level Excel, SQL is highly desirable
Must have experience in developing and driving adherence to KPIs and/or Service levels
Understanding of IT systems and operations, including billing, mediations, and middleware
Proficiency in analyzing, developing and implementing operational KPIs and financial analysis
Strong interpersonal skills with highly developed organizational skills
Ability to communicate and build strong relationships across many lines of business at all levels internally and externally with demonstrated presentation skills and experience
Competency in SQL and Microsoft Office tools
MIS, Engineering, or related field
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Work cross-functionally with T-Mobile's supporting departments and champion the resolution of day-to-day operational issues.- Solve complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide partner support excellence.- Ensure that partner and operations pain points are clearly articulated, and detailed customer experience scenario/use cases have been documented to right fit the solutions to be implemented. - Lead Operations trade off decisions. - Ensures that corresponding risks have been identified and evaluated and solutions are properly selected.- Contributes in departmental strategy and the development of the roadmap including represent needs at leadership meetings
Monitor, report and present operational performance as it relates to service objectives for assigned MVNO Partners.- Develop Key Performance indicators for specific accounts to proactively identify issues. - Collaborate with cross-functional partners to mitigate issues and risks by planning/implementing solutions - Partner with the Product development team to identify service or performance gap contributing to poor performance or/and to improve performance of the relationship - Presents executive summaries of account health to Senior level leaders within the corporate environment
Work with T-Mobile's legal counsel and Business Development to ensure operational feasibility of reseller agreements and provide feedback on operational business terms.- Actively participate in contractual terms definition and setting for Partner support and invoicing- Serves as SME for the Legal and Business teams in terms of capabilities of the operational support model
Take the lead in promoting T-Mobile MVNO Operation support model within T-Mobile and for new partners. Present the Operations support model to partners in pre-sales meeting with C level executives.- Lead engagement model of the relationship in regards to operation support, setting support expectations with partners and internal teams.- Develop training material for the Partners- Leads troubleshooting and work flow mapping with Partners- Partner with the Business Development and Product Development teams to ensure e smooth on-boarding of partner (which could include developing and executing test plans)
Develop operational processes and procedures to aid in troubleshooting, reporting, monitoring of partner issues.- Oversee teams and/or manage the execution of creating business process mapping and documentation, job aids and other instructional documentations- Define MVNO Support Model for internal and external teams (vendors and Partner) - Develop testing and other validation steps at On-boarding to ensure smooth transition of support from project to operation.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.
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