If you're looking for a role that intersects content & digital & storytelling, then read on! In this role, you'll be responsible for moderating, growing, and promoting engagement T-Mobile's customer communities, such as community.t-mobile.com. You'll monitor community activity while encouraging membership and participation. You'll partner with Digital teams to identify self-service and content optimization opportunities. This role also takes the lead on team or department initiatives. You'll talk to customers online, write blogs, and determine fun and exciting new ways to innovate and improve our external web experience for customers.
* This position can be based out of a major T-Mobile office, including but not limited to Overland Park, KS, Frisco, TX, Reston, VA, Atlanta, GA *
What you'll do in your role.
Own specific programs or processes, including but not limited to content management, governance, social customer support, site adoption, user engagement, feedback collection and analysis, and UX/UI evaluation.
Collaborate with cross-functional partners and third-party resources to ensure that content, systems, and tools are effective and meet audience expectations and needs.
Monitor how websites, technologies, and tools perform and recommending optimizations.
Consult on large and complex projects spanning content initiatives, technical integrations, site performance analysis, user experience, and team workflows/processes.
Partner cross functionally to build content strategies and tactics that introduce new products/services, enhance brand reputation, reinforce service leadership, network quality perceptions, and enable customers to smoothly take advantage of T-Mobile products.
Nurture an environment with community members and customers that drives engagement and growth on T-Mobile community forums.
Work cross-functionally to promote self-service opportunities, drive community engagement, and moderate the forums to ensure a healthy ecosystem.
The experience you'll bring.
3-5 years developing and completing content strategy plans in an agency or corporate environment. Must be skilled at writing/editing website and/or web content strategy. Experience working in a fast paced, high-volume Marketing, Communications, and/or Public Relations function for a large corporation or agency
Up to 10% travel required to collect feedback from partners in the field and/or support project launches.
Exceptional writing abilities, presentation skills, and a strong understanding of the digital space.
Able to use analytics tools to synthesize insights from large datasets to make informed website content and design improvements.
Demonstrated strong organizational skills with a history of anticipating issues and taking proactive action to develop and implement an appropriate response plan.
Comfortable multi-tasking and able to deliver results under pressure and tight deadlines.
Excellent problem solving and analytical skills.
Proficient using MS Office Suite and experience in authoring and publishing content using HTML or standard content management systems (AEM, Drupal, etc.) a strong plus.
#LI-Corporate
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 193701BR
Department: Corporate Communications
Travel Required: No
