Sr Business Analysis Manager - Care Demand Planning IVR and Automation

Company: T-Mobile USA, Inc.
Location: Overland Park
Posted on: May 1, 2025

Job Description:

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview
The Customer Care Demand Planning team is looking for an energetic, self-directed, and detail-oriented candidate for the position of Sr. Business Analysis Manager. This senior-level individual contributor analyzes customer interactions with T-Mobile customer support systems and tools, including IVR, bots, and other automated methods. This person will provide key insights to leaders on system performance, evaluate impacts from newly-added functionality, identify opportunities to better serve our customers while meeting business goals, and develop reporting for use by our partners.

This role is highly visible and requires robust partnership and collaboration across multiple teams. The ideal candidate is highly analytical, able to use data to derive conclusions and clear recommendations, and comfortable working with large and detailed data sets. To be successful in this position, the candidate must be able to communicate complex issues in simple terms, be comfortable with ambiguity, and possess the ability to work independently while producing a quality work product under tight timelines.

Job Responsibilities :

• Interact with various teams across the T-Mobile to provide insights, analysis and recommendations that deliver data-driven, optimized experiences.
  
• Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self-service environments
  
• Define product feature and campaign success metrics and benchmarks.
  
• Work with large, complex data sets to extract and summarize information using SQL, working in platforms such as Snowflake, Azure, and Databricks.
  
• Utilize analytical and modeling capability to enhance decision making across a range of options and present findings and recommendations for prioritization of resources to all levels of the organization.
  
• Construct executive-level presentations and present complex analytical findings in clear, concise and decision-impacting manner. Possess the ability to influence leadership through fact-based analysis.
  
  
  Education :
  
  • Bachelor's Degree Data analysis, data science, decision science, similar quantitative fields (Required)
    
    
    Work Experience :
    
    • 7-10 years Analytics experience solving analytical problems using quantitative approaches
      
    • Reporting & analyzing performance & data visualization (Tableau, Power BI, etc.):
      
    • Advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research
      
    • Experience with Python, R, Go or similar statistics or data science language preferred. (Required)
      
    • Telecommunications (Preferred)
      
      
      Knowledge, Skills and Abilities :
      
      • Communication Ability to manage relationships, influence and communicate complicated analysis, logic, and solutions in a clear and concise manner at the executive level and provide decision support, analysis and recommendations that help to drive effective execution of initiatives. (Required)
        
      • Problem Solving (Required)
        
      • Data Analysis Exceptional at using wide ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment. (Required)
        
      • Financial Modeling (Required)
        
      • Telecommunications (Preferred)
        
        
        --- 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: $96,700 - $174,400
        
        Corporate Bonus Target: 20%
        
        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 work location, qualifications, and experience, so the actual starting pay will vary within this range.
        
        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. 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. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here .
        
        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.

Keywords: T-Mobile USA, Inc., Overland Park , Sr Business Analysis Manager - Care Demand Planning IVR and Automation, IT / Software / Systems , Overland Park, Kansas