The Director Service Automation, Technology Product Development is responsible for the strategy, innovation, and execution of self service functionality delivered on T-Mobile handsets and services, aimed at reducing Operating Expense.
This position also ensures technical reliability on solutions, and is responsible for technical product definition, as well as in depth support of business case development, insuring delivery of world class solutions.
The role will lead change within Technology, and the company as a whole, to innovate on new solutions that reduce customer pain points, to create a cohesive customer experience that allows customers to have control. This director must be a strong collaborator across the organization to deliver results, influence decision makers, and to ensure that customer delight and satisfaction are not compromised in pursuit of self service initiatives. Can lead a diverse team of Developers, Architects, as well as engineers associated with all phases of the product lifecycle.
Responsibilities
Directs the day to day operations of multiple team, that support multipledepartments and or customers, focused on Self Service solutions.
Works cross functionally with customer groups to ensure understanding of current areas of opportunity, and or product requests, that ensure solutions meet business needs.
Manages and works to improve cross functional processes to improve execution and on time delivery of products to market.
Managers teams with direct reports of individual contributors and/or managers.
Able to lead teams through complete root cause analysis utilizing a methodology to ensure appropriate prioritization of actions as well as innovation of solutions.
Manages a team of engineers and product managers responsible for delivering on Self Service Programs and (Customer facing call reduction projects) technologies. This includes managing workload, serve as day to day coach, and manage career development of the team.
Manage key department relationships within Product Development, Engineering, Retail, Marketing, and Customer Service. Ensure all needs are being met and that open lines of communication between departments are maintained.
Manage key relationships with vendor partners and other external support staff to model and execute with an environment focused on continuous improvement.
Provides coaching, direction and leadership to team members.
Responsible for the quality of products produced by the team and the quality of vendor deliverables.
Ensures budgets & schedules meet corporate requirements. Demonstrate executive maturity and has the ability to communicate at all levels of the company.
Detailed knowledge of company, industry or functional area allows visionary leadership to foster innovation & new ideas.
Qualifications
In-depth subject matter expertise in several core wireless technology related areas
Critical thinking skills (understanding of relationship between environment, objectives, goals, and priorities that drive optimal decisions). Ability to think strategically.
Solid Process management skills, green belt or black belt certification a plus
Solid Project management skills; time and task management, ability to scope work based on minimal input, planning work against a timeline, risk management, resource allocation.
Solid time management skills, and ability to prioritize
Ability to communicate at all levels of the organization in both oral and written forms
Ability to give and receive constructive feedback
Ability to work collaboratively within a larger team in various capacities (leader, facilitator, contributor).
Ability to lead creation of technical specification and requirements. Able to effectively lead adoption of new or evolving technologies related to new product & services requiring validation or research.
Knowledge of financial drivers, experience in managing return on investment objectives. Solid knowledge of financial models and budgets. Able to drive technical decisions based on architecture and business impact analysis.
Intermediate to advanced level proficiency with basic reporting tools Access, Excel, Business Objects
Ability to lead effectively in collaborative team environment.
Strong ability to convey business and technical concepts to others including non-technical professionals from executive to frontline contributors. Ability to present product or project reviews to stakeholders.
Strong ability to present executive levels within T-Mobile across functional boundaries, represent T-Mobile technical positions to industry forums. Effectively communicate product designs to T-Mobile partners and vendors.
Desired Requirements
Other key qualities that will help this individual be successful at T-Mobile are….
Passionate about customers – strives to exceed customer expectations
Readily accepts accountability for results
Comfortable receiving feedback directly from an employee.
Performance oriented
Ability to build an extensive network of partners throughout the organization.
4+ yrs experience in all aspects of product cycle such as development, definition, post launch support or other relevant experience.
Solid understanding of T-Mobile's network elements and
how they work together (EIT, Engineering & 3rd Party).
LEADERSHIP - ARE YOU A LEADER COACH?
As a Leader You Are Focused On Strategy And Planning While Developing And Guiding Your Team. You Demonstrate And Showcase Your Leadership Abilities By
SETTING PERFORMANCE DIRECTION: Translating broader business initiatives into clear team objectives and concrete individual goals, aligning appropriately with other groups for efficient, coordinated action.
MOTIVATING OTHERS: Creating a team environment where everyone wants to do their best and deliver results
DELEGATING: Broadly sharing responsibility and accountability of both routine and important tasks and decisions. Let direct reports finish their own work.
DEVELOPING AND COACHING OTHERS: Having awareness of each person's career goals; hold development discussions; and provide challenging tasks and assignments to promote development
HOLDING PEOPLE ACCOUNTABLE: Monitoring progress and results; give feedback effectively and make tough decisions when appropriate.
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