What you'll do in your role.
The Senior Manager, Digital Operations is accountable for leadership, talent management and delivering incremental value to the business in their area of focus through process, workflow, investment and resource management.Results Focus: The Senior Manager is expected to deliver significant financial value to the business both in the form of digital delivery as well as process efficiency. A Senior Manager in Digital Operations must have advanced knowledge of workforce management and resource management techniques as well as lean and continuous improvement practices.Customer Focus: Being customer-obsessed is at the core of who we are as the Un-carrier. Digital Operations Managers (at all levels) will always work to ensure that we are ensuring the best possible customer experience through operational health (uptime, limited defects) and challenge partners to deliver the best possible customer experience.A Senior Manager will not only bring best practices but will utilize customer and market insight to identify opportunities and investments to deliver a best in class operations organization.Change and Innovation: Digital Operations is an ever-evolving field, where new technologies and workflows are introduced every day. At all levels, it is expected that team members have a growth mindset and be open to learning. The Senior Manager, Digital Operations is expected to challenge current practices to drive improvement, leveraging industry best practices, as well as inspire a growth mindset amongst their team. Strategic Thinking & Business Acumen: A Senior Manager will be responsible for designing strategies in their area of expertise and build business cases to drive new investments and change. They must have a strong business acumen, particularly in how to drive cost efficiency within their team. The Senior Manager is also responsible for defining appropriate service offerings within their scope as well as identifying and building new services offerings and educating clients on their options.Relationship Building & Influence: Senior Managers will build and manage relationships with key partners, including our internal clients (Digital Marketing, Digital Experience) and delivery partners (Product & Technology). In addition, Senior Managers can effectively communicate and influence action on external partners, vendors, and executive audiences. Senior Managers will also be responsible for managing any vendor contracts and relationships within their sphere of influence, ensuring that any vendor partners are delivering maximum value to the organization.Inspirational Leadership & Talent Management: At T-Mobile, we’re all about positive energy and bringing enthusiasm to our projects and interactions. Senior Managers must create impact through personal confidence, expertise and authority. In addition, they inspire trust with their partners through empathy and be open to and provide constructive feedback.Senior Managers are responsible for talent management for their team, including working with their teams on personal development plans, and providing coaching as well as access to training. Senior Managers are also accountable for conducting performance reviews and engaging in any performance management conversations, as required. Senior Managers also take ownership of their own personal development and demonstrate a growth mindset and openness to feedback. Senior Managers will be expected to bring thought leadership to the team, through internal training as well as external speaking engagements.