Operations

Director, Knowledge Management

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The Director, Knowledge Management will be a strategic leader within the Operations organization supporting 2 of T-Mobile’s most valuable internal organizations, Customer Care and Retail. Lead our knowledge management team who is responsible for designing the strategic service road map for our knowledge management system and developing the framework of content used by frontline representatives including Retail Associates, Call Center Representatives and customers. Requires strong partnerships with Marketing, Public Relations and Operations of Customer Service (T-Mobile Call Centers), Retail and Web to ensure planning is aligned to deliver on the objectives of the company. Provide data, analytics and innovative thinking to influence executive level leaders regarding strategies.

STUFF WE'LL
TRUST YOU WITH
YOUR RESPONSIBILITIES
  • Maintain both internal and external knowledge bases, driving the development of frontline support tools, while maintaining and improving content and the systems that serve it.
  • Drive the development, management, maintenance and adoption of T-Mobile Community and external forums.
  • Provide strategic leadership for integrating our content with other T-Mobile partners.
  • Maintain relationships with our vendor partners who are responsible for our knowledge base and social support tools.
  • Work closely with cross-functional partners to ensure the needs of customers and frontline associates are met.
  • Optimization of communication delivery to the Customer Care channel, including leadership engagement and awareness.
  • Lead, manage and grow an organization of top performers that create a strong bench of associates for future talent needs.
  • Attract, develop and retain a diverse team of talented individuals by creating a Best Place to Perform & Grow work environment.
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
  • Minimum of 5 years leadership/management experience (Preferably in Marketing, Communications or Customer Care).
  • Demonstrated ability in developing optimal service results.
  • Ability to quickly make sense of complex issues, respond effectively in ambiguous situations and ability to simplify complicated information.
  • Ability to translate strategic priorities into operational reality; aligning communications, capabilities and success measurements.
  • Ability to travel up to 30% (domestic) to visit Retail and Call Centers to meet with both direct and indirect teams.
  • Developer/technical background helpful with a combination of strong writing skills.

PERSONAL
CHARACTERISTICS: The successful candidate will possess the following attributes:
  • Creative with the ability to look at things differently and suggest alternatives and explore new possibilities
  • Highly customer focused; obsessed with the customer experience
  • Ability to influence and obtain buy-in across all levels; possesses executive maturity
  • Strong decision maker with appropriate risk taking
  • Ability to perform in an agile environment
  • Excellent oral and written communication skills, including the ability to effectively present information to senior management.
  • Strong execution skills
  • Ability to strategically influence content creation
  • Ability to convey a clear course and sense of direction and understand the external/internal environment
  • Ability to deal with uncertainty and ambiguity, and lead in an environment with rapidly changing priorities
  • Navigate in a multi-disciplinary corporate structure
  • Analytical problem solver; applies multiple technical solutions to application operational problems
  • A solid relationship builder and cross-functional collaborator; works effectively up, down and across the organization
JOB POSTED FOR
4 DAYS
Job Details

76037BRReq ID

OperationsDepartment

NoTravel Required

1Position(s) remaining

SIMILAR JOBS

WE EVEN DO BENEFITS DIFFERENTLY.

Health Benefits

Health Benefits

Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.

Paid R&R

PAID R & R

Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.

It's all about you

IT'S ALL ABOUT YOU

We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.

Sweet Company Discounts

SWEET COMPANY DISCOUNTS

Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.

Help with the Fam

HELP WITH THE FAM

Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.

Investment Options

INVESTMENT OPTIONS

Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.

WHAT TO EXPECT WHEN APPLYING FOR A JOB
Job Location 12920 SE 38th St Bellevue, WA 98006
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As America’s Un-carrier, T-Mobile US, Inc. (NASDAQ: “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, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com

EOE Statement

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.