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Device Service Experience Program Manager

  • Anytown / Atlanta / Chicago / Miami
  • R-94355
  • Projects Staff
  • Full Time
  • Added

This job will be responsible for understanding, communicating, representing, and driving the organization, business and key program(s) strategy plans to execution within the cross functional, support teams, peers and up to Sr. Management as it relates to T-Mobile Device Service Experience.  This role will execute on large, heavy operations, technology and/or complicated and complex revenue, strategic and/or cost-efficient assigned program(s) that align with the establish program vision and timelines.  This includes accountability for leading, driving, monitoring, reporting, executing, and delivering the expected increase in revenue and expense reductions.   Client satisfaction mindset and positive attitude will be the key to success in this role.  Ability to adjust mid-course and the ability to take an escalation, sort through the emotion and get to the operational issues is crucial.

Key Responsibilities:

Program Management

  • Serve as client interface for day-to-day program needs
  • Align with client and internal stakeholders on priority projects as related to Device Service Experience
  • Ensure any barriers impeding the success of the field are being worked by working teams and the appropriate accountable parties are identified
  • Leads cross functional teams
  • Manages programs within the program by managing project managers, or roles equivalent.
  • Must understand agile and waterfall methodologies in order to collaborate with those team.
  • Executes on assigned program(s) vision, plan, investment, costs and revenue goals.
  • Identifies trends within the program of an operational nature that require root cause analysis, gap closure or systems improvements/development
  • Identifies, communicates, and resolves program dependencies
  • Identifies, communicates, and resolves risks to the program
  • Established strong internal and client relationships
  • Will work independently, within a team structure

Additional responsibilities

  • Ability to understand and lead cross-functional teams
  • Accurate estimating and cost control
  • Ability to recognize trends and proactively recommend courses of action
  • Resolves complex problems and issues
  • Developing and presenting powerful program presentations and reports
  • Personal and professional leadership
  • Manage risk and making decisions
  • Strong problem-solving capability
  • Strong issues and problem resolution skillset
  • Facilitate full program lifecycle planning and tracking


  • Collaborate effectively with management and teams at all levels to accomplish goals
  • Ability to present to multiple/varied audiences internally & externally
  • Establishes strong client relationships
  • Establishes strong internal relationships across the organization
  • Must be able to manage change within the organization

Required skills/experience:

  • Bachelor’s degree in Business Administration or related field OR 4 years’ experience in lieu of degree.
  • 4-7+ years of experience in project or program management
  • 4-7+ years fostering productive relationships across multiple stakeholders with conflicting priorities
  • Mobile/Wireless/Retail/Repair experience
  • Able to drive cross functional consensus and sustaining a sense of urgency
  • Able to process complex time sensitive data and information from multiple sources, make decisions based on this data, and to effectively communicate the related actions to a broad audience
  • Prior experience managing direct reports or cross functional teams is a plus
  • Prioritize and organize as part of a program team to complete multiple tasks
  • Skilled at these applications: MS 365, Word (proficient level), Excel (proficient level), PowerPoint (proficient level), MS Program (proficient level), and Visio (proficient level)
  • Business function expertise
  • Cross functional Portfolio Management expertise
  • Proficient in the PMI Methodology and PMP Certification a plus
  • Ability to Manage programs with high complexity
  • Manage programs for internal stakeholders and large external stakeholders
  • Positive attitude, high organization and even temperament under stress is critical for success in this role
  • Excellent oral and written communication skills
  • Good interpersonal skills- especially working with cross-functional teams- and the ability to present a professional image
  • Good organizational skills and the ability to multi-task
  • Self-motivation and the ability to work independently to meet organizational goals
  • This is a remote position

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