Senior Manager - Commercial Marketing, Churn Performance Management & Diagnostics

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This Senior Manager is a leadership role that leads T-Mobile’s new Churn Performance Management & Diagnostics function for the broadband organization, with full ownership of disconnect target setting for Fixed Wireless Access (FWA) and Fiber and the business activation needed to close gaps and maximize performance against target. The role reports directly to the Director of Broadband Customer Management, Retention & Revenue.

At the core, steering is responsible for setting the target, identifying the key drivers behind results, clearly communicating what is happening and why, and activating the business to close gaps and maximize performance. Diagnostics is responsible for the insight and intelligence that makes that possible: understanding the base deeply enough, through segmentation and root cause analysis, to know where to look before being asked. This leader owns both halves for FWA and Fiber, and partners with FP&A to turn that understanding into an accurate disconnect forecast and a clear explanation of variance when results move away from plan.

Must have direct, hands-on experience setting targets, speaking to performance against those targets with leadership, and proactively building and stacking initiatives, in-quarter and multi-quarter, to close the gap to target.

This position requires a hybrid work arrangement – working at the designated office location at least 3 days per week.

Performance Steering

• Sets and owns disconnect targets for FWA and Fiber, in-quarter and multi-quarter, partnering with FP&A on the forecast and updating it as conditions change.
• Identifies key drivers. Separates in-quarter noise from the structural trends that are actually moving the number, and says so plainly.
• Explains variance to plan in clear terms, telling leadership what happened and why before they have to ask, so misses are anticipated rather than a surprise.
• Activates the business to close gaps and maximize performance: keeps a running list of specific actions and contingencies with clear ownership, and works cross-functionally with product management, acquisition, analytics, pricing, marketing, operations, consumer insights, and field marketing to turn diagnosis into the right remedies and initiatives.
• Aligns with Acquisition and Finance on QGP and weekly expectations for disconnects and nets.

Diagnostics & Base Intelligence

• Runs deep dive analysis and base segmentation across both FWA and Fiber to understand who is in the base and what is driving their behavior.
• Owns churn propensity. Builds and maintains a clear view of which parts of the base are most likely to churn and why. This is the foundation the rest of the role is built on.
• Does the root cause work behind every meaningful swing in performance, the why behind the what.
• Turns that work into a short, trusted list of the insights that matter most, rather than letting analysis sit idle in a deck nobody reads.

Lead the Team

• Builds and leads a performance steering and diagnostics team across FWA and Fiber, scaling headcount as the mandate requires it.
• Coaches the team toward real ownership of their numbers, not just reporting on them.
• Invests in each person’s growth and gives them a clear path to take on more scope over time.

• Also responsible for other duties/projects as assigned by business management as needed

Qualifications:

• Bachelor's degree and 7 years of related work experience, or a combination of education and experience deemed equivalent
• Has directly held a performance management or business steering role before: setting targets, identifying the key drivers behind results, speaking to performance against those targets with leadership, and proactively building and stacking initiatives, in-quarter and multi-quarter, to close the gap to target
• Background across some combination of retention, performance management or business steering, loyalty, churn management, and customer experience. Broad exposure across these areas matters more than depth in just one of them
• 5+ years in telecommunications, broadband, or another subscription business, with a focus on performance management, forecasting, or commercial analytics
• Has managed people before and can point to specific examples of developing managers or senior individual contributors
• Comfortable presenting in writing and in person to senior leaders, including frequent presentations at the C-level
• Experience analyzing customer, business, and industry data to drive business performance
• Comfortable partnering with FP&A on forecasting and target setting for disconnects, and able to turn complicated diagnostics into a recommendation a senior leader can act on
• Strong financial acumen. Understands the drivers of return on investment, can build a financial model from scratch, and reviews quarterly forecasts and budgets without help
• Able to influence, lead, and coach cross-functional partners, including product management, acquisition, analytics, pricing, marketing, operations, consumer insights, and field marketing, and brings new ideas to the table rather than waiting to be handed a problem
• Can move between altitudes in the same day: setting the quarter’s steering agenda in the morning, digging into one segment’s churn driver in the afternoon
• Experience with base segmentation or churn and propensity modeling specifically, beyond general commercial analytics preferred
• Expos ure to JV or acquired-base integration work, including the disconnect and migration questions that come with a fiber JV preferred
• At least 18 years of age
• Legally authorized to work in the United States

Total Target Cash Earnings Opportunity: $146,040 - $263,640National Base Pay Range: $121,700 - $219,700

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ376571&paradox=1

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

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, genetic information, 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 [email protected] 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.