The Customer Experience Manager (CEM) plays an integral role in the development and maintenance of exciting wireless products, services and programs for all Sales and Care channels. Incumbent will be an active member of enterprise-wide and/or Sales or Care specific project teams. This role is ultimately responsible for all planning and preparation for any change that impacts the customer. They own the front line readiness of all projects and initiatives and work cross functionally with senior level business owners to ensure alignment on design exists prior and during requirements, readiness plans are in place pre-launch, flawless execution takes place during launch, and all post launch issues are resolved. This role drives and owns the execution planning for every customer facing initiative and are responsible for resolving a broad range of customer impacting issues which occur outside of formal projects. The CEM is the key role responsible for advocating on behalf of the customer and ensuring a front-line employee experience exists to support the customer. With senior channel level support, this position provides requirements and approval for requirements of the launch of new products and services.

Job Responsibilities:

• Develops and owns the comprehensive execution plans for every major business iniative that impacts the front line. Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the sales field and sales leaders.
• Accountable for completion of all of the actions prior to launch, support during launch, and follow up actions post launch for the major business iniatives they own.
• Has ownership of the requirements on behalf of all customer facing channels for all project activities including; concept, assessment, requirements drafting, design, development, communication, and implementation.
• Leads and owns all execution trade off decisions. Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected.
• Leads cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience.
• Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of the Sales or Care channels including but not limited to; Marketing, Product Development, PMO, EPMO, , Learning & Development, Corp Communications, Marketing, Finance, IT.
• Serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives.
• Leads cross functional sub teams on technical solutions needed from systems design.
• Partners with marketing, product development, to influence solutions in a positive way for the front line and customers through the requirements, design, deploy and post launch stages of a project.
• Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.
• Defines Support Model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service.
• Ensures seamless implementation of new products & services and applies the Sales Operations Services guiding principles and standards to define desired interactions and standards of behavior
• Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
• Produces high-quality project documentation with no assistance. Guides and mentors Analysts to produce the same high quality project documentation.
• Documents lessons learned and ability to apply to subsequent projects

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