Director, AI Customer Support

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.

Job Overview
The Director of AI Customer Experience at T-Mobile plays a pivotal role in spearheading the development and implementation of generative AI technologies aimed at elevating the overall customer experience. This executive position is responsible for the entire lifecycle of AI-driven initiatives, from conceptualization through deployment, ensuring seamless integration and enhancement of customer interactions. By leading a cross-functional team of AI experts and customer experience strategists, they ensure that T-Mobile remains at the cutting edge of customer service innovation. Collaborative efforts with various internal stakeholders are crucial as they align these technological advancements with T-Mobile's strategic commitment to superior customer experiences. Their leadership is essential in sustaining T-Mobile's reputation as a frontrunner in customer-centric technological innovation.

Job Responsibilities:

• Leads the development and implementation of generative AI technologies to enhance customer experience
• Manages the entire lifecycle of AI-driven initiatives from conceptualization to deployment
• Ensures seamless integration of AI solutions into customer service processes
• Directs a cross-functional team of AI experts and customer experience strategists
• Collaborates with internal stakeholders to align AI advancements with strategic goals
• Upholds T-Mobile's reputation by innovating customer-centric AI technologies

Education and Work Experience:

• Bachelor's Degree Computer Science, Artificial Intelligence, or Related Field (Required)
• Master's/Advanced Degree Artificial Intelligence, Data Science, or Business Administration (Preferred)
• 7-10 years Leading the development and implementation of AI-driven technologies to enhance customer experience Required
• 4-7 years Managing cross-functional teams in a technology-focused organization Required
• 4-7 years Collaborating with internal stakeholders to align technological advancements with strategic business goals Preferred

Knowledge, Skills and Abilities:

• Leadership Ability to lead cross-functional teams in the development and implementation of AI-driven customer experience initiatives. (Required)
• Strategic Thinking Capability to conceptualize and strategize AI integrations that align with corporate goals to enhance customer satisfaction. (Required)
• Project Management Proficiency in overseeing projects from inception to completion, ensuring they adhere to timelines, scope, and budgets. (Required)
• Analytics Strong analytical skills to assess data and AI performance metrics to drive improvements in customer experience. (Required)
• Technology Management Expertise in managing technological resources and innovations, particularly in AI and machine learning applications. (Required)
• Collaboration Strong ability to collaborate with various stakeholders including technology teams, business units, and external partners to drive customer-centric solutions. (Required)
• Communication Excellent communication skills for effectively conveying information across all levels of the organization and with external partners. (Required)
• Change Management Skills in managing and leading change within an organization, ensuring smooth transition and adoption of new technologies. (Preferred)
• Customer Focus: Strong focus on customer needs and the ability to translate those needs into actionable AI-driven solutions. (Required)
• Business Acumen Deep understanding of business operations and how AI can be leveraged to enhance customer experience and organizational efficiency. (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States
• Travel:
  Travel Required (Yes/No):No
  
  DOT Regulated:
  DOT Regulated Position (Yes/No):No
  Safety Sensitive Position (Yes/No):No

Base Pay Range: $207,100 - $280,100

Corporate Bonus Target: 25%

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 www.t-mobilebenefits.com.

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.