Senior Program Manager, Workforce Management

T-Mobile

. Shape the next generation of Workforce Management for Global Care with emphasis on data, reporting, and automation .

Posted 10/27/2026full-timeUnited StatesSenior💰 $83,500 - $150,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, data analysis, and reporting automation, with a strong focus on improving business intelligence and workflow capabilities. Proficient in translating business needs into technical requirements and leading cross-functional initiatives to enhance operational efficiency.

Highest-signal resume keywords

SQL ExperiencePower BI ExperienceWorkflow Automation ExperienceRelational Databases KnowledgeWorkforce Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisReporting Solutions DevelopmentWorkflow AutomationData IntegrationProgram ManagementProject ManagementData QualityTroubleshootingBusiness IntelligenceOperational Reporting

Soft Skills

Cross-Functional LeadershipCommunication SkillsStakeholder ManagementProblem-SolvingRequirements Gathering

Tools & Technologies

Power BIPower AutomatePower AppsSharePointVerintMicrosoft ProjectAirtableSnowflakeDatabricksAI-Enabled Tools

Industry Keywords

Workforce ManagementContact-Center OperationsWorkforce AnalyticsData StructuresAPIsIntegrationsUATProduction ImplementationBusiness RecommendationsOperational Data

Tech Stack

Tools & technologies

SnowflakeSQLVBA

About the role

Key responsibilities & impact

Shape the next generation of Workforce Management for Global Care with emphasis on data, reporting, and automation
Lead cross-functional programs modernizing manual planning processes, reporting infrastructure, workflow automation, and data integration
Lead complex WFM initiatives from discovery and requirements through implementation, adoption, and continuous improvement
Partner with data, reporting, and IT teams to improve business intelligence, automation, and workflow capabilities across Power BI, SharePoint, and Verint
Develop and support reporting and decision-support solutions that reduce manual data pulls, recurring report creation, and senior-level intervention
Analyze operational and reporting data to identify trends, risks, opportunities, and recommendations for workforce planning
Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI-enabled tools, or other enterprise technologies
Support the health, accuracy, adoption, and continuous improvement of WFM reporting, data, and automation solutions
Translate business needs into technical requirements and communicate data, findings, risks, and recommendations to technical teams, business partners, and leadership
Manage program changes, dependencies, risks, vendor relationships, and cross-functional partnerships
Influence ramp strategy, report OT target hours, provide shrinkage guidance, and support intraday productivity

Requirements

What you’ll need

Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience
Acceptable areas of study include Business, Finance, Economics, Sales, or related field
4–7 years of experience in organizational programs, project management, analytics, systems, or related area
2–4 years of supervisory or program-management experience
Strongly preferred: hands-on SQL experience querying, transforming, validating, and troubleshooting data
Strongly preferred: Power BI experience building data models, dashboards, visualizations, and back-end reporting solutions
Strongly preferred: workflow automation experience using Power Automate, Power Apps, VBA, scripting, AI-assisted development, or comparable technologies
Strongly preferred: relational databases, data structures, data quality, troubleshooting, and enterprise data platforms such as Snowflake or Databricks
Preferred: SharePoint-based solution design
Preferred: Experience with Verint or other Workforce Management platforms
Preferred: Experience in Workforce Management, contact-center operations, or workforce analytics
Preferred: Experience with APIs, integrations, UAT, and production implementation
Preferred: Familiarity with AI-enabled tools supporting automation, analytics, and decision support
Preferred: Microsoft Project, Workfront, Airtable, or comparable project/work-management tools
Demonstrated ability to lead complex initiatives across multiple teams and stakeholders
Demonstrated ability to interpret operational and reporting data and translate findings into business recommendations
Ability to translate between business and technical audiences and communicate complex information clearly
Ability to understand how data, technology, processes, people, and business decisions interact and design scalable solutions
Demonstrated ability to gather requirements, define business needs, partner with technical teams, and translate data into actionable recommendations
Experience managing or supporting program budgets and investment decisions
At least 18 years of age
Legally authorized to work in the United States

Benefits

Comp & perks

Annual stock grant
Employee stock purchase plan
401(k)
Free, year-round money coaches
Medical, dental and vision insurance
Flexible spending account
Paid time off
Up to 12 paid holidays
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
Voluntary long-term care insurance
Mobile service and home internet discounts
Pet insurance
Commuter and transit programs
Career growth opportunities