Product Development

Product Champion - TOP's "Team of Pros"

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(TOPs) Team of Pros- Product Champion

CANDIDATES WILL BE ON A 6 - MONTH ROTATIONAL ASSIGNMENT AT OUR BELLEVUE, WA HEADQUARTERS. CORPORATE HOUSING WILL BE PROVIDED.

APPLICANTS ARE REQUIRED TO SUBMIT ALL THE BELOW TO SharePoint Link. APPLICANTS MUST CLICK ON THE ‘APPLY NOW’ BUTTON BELOW THEN COMPLETE THE REQUIRED STEPS.
  • UPDATED RESUME (REQUIRED)
  • NOMINATION FROM IMMEDIATE/REPORTING MANAGER (REQUIRED)
  • NOMINATION FROM A DIRECTOR LEVEL OR ABOVE (REQUIRED)
  • DEVELOPMENT PLAN OR LAST AMPed DISCUSSION (HIGHLY RECOMMENDED)

NOTE: APPLICANTS MISSING ANY OF THE REQUIRED ITEMS ABOVE WILL NOT BE CONSIDERED.


TOPs or ‘Team of Pros’ is an Un-Career experience program unlike anything else that’s available to our awesome Frontline employees! It is a program within Product & Technology that last 6 months at HQ in Bellevue. While here, you are a Product Champion! You will be working side by side with product and business owners to constantly improve the product and customer experience. You’ll learn what it takes to continue your career at HQ or back in the field, if you choose. It’s fun, fast paced and one of the most extensive and rewarding career development programs offered at T-Mobile. We’re looking for Frontline employees that are passionate about improving our product and promotions experience across all channels and bring great, insightful feedback and ideas to the business owners within Product and Technology, Commercial and Marketing and Experience.

What you'll do in your role.

Main responsibilities include

· Provide & work directly with business and product owners with key insights into the customer and rep experiences. We want to know what really happens out in the field between our customers and the frontline.

· Develop the customer experience across channels on how things work today existing and how things should work for our customers.

· Raise awareness of key customer pain points through both validation and leveraging experience & expertise in dealing with our customers.

· Assist in identifying product requirements, prioritizing features, and improving the overall customer and frontline experience for our products, services, promos and transactions.

· Develop comprehensive presentations that identify pain points, capture customer sentiment and analyze competitor experiences.

· Regularly present insight and findings to large groups and all levels of leadership.

· Identify product enhancements that improve the customer and rep experience across channels (Care, Retail, Web, App, Self-Service)

· Support product ideation from design recommendations to ongoing testing efforts for products and promotions.

Additional responsibilities

· Proactively identify opportunities that drive efficiencies within the TOPs program.

· Monitor and report on customers’ reactions after launch (e.g. via escalations, feedback from the field).

· Present greatest areas of opportunity to eliminate pain points to leadership and business owners.

· Ability to clearly identify areas of opportunity that improve the customer experience.

· Serve as an ambassador for TOPs.

· Develop new career skills to utilize back in the field or at HQ.

· Help create & support training documents for internal and external users like our customers and

frontline reps (C2, web, app, training docs).

The experience you'll bring.

Qualifications:

· Good standing at T-Mobile.

· Currently in a full-time position.

· Has not interviewed for the program in the previous 12 months from the date of this submission.

· 2+ years of recent experience working directly with T-Mobile customers in a Retail store or Care center.

· Experience managing/influencing people or program related work

· Nomination from your immediate/reporting leader AND a nomination from Director level or above.

· Passion for T-Mobile and excitement about improving our products and the customer experience.

· Aptitude to speak up about what matters most to improve the experience for our customers while balancing the business benefit.

· Ability to work in an autonomous environment managing multiple tasks simultaneously.

· Basic skills with Microsoft Office - Preferred knowledge with SharePoint & Excel.

· Experience in branding and/or creative work for TMO – Preferred.

· Proven ability to operate at a senior level.

· Current Development Plan.

Education Minimum Required

· Bachelor’s Degree or currently enrolled in a continued education program

Recruiting Timeline: Recruiting for the TOPs rotational program is underway. If you meet the required qualifications and have applied via SharePoint Link we will contact you directly to discuss next steps.

Applications received without submission of resume and nominations from both your immediate leader and a Director level or above will not be considered for an interview.
Position details

Req ID: 134279BR

Department: Product Development

Travel Required: No

Position(s) remaining: 1

Position posted for
4 days

Check your commute.

We'll take care of you.

Check out what we offer

Are you a good fit for our team?

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