Todd Zurcher
Sr Program Manager Sr Customer Experience Manager @T-Mobile
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WORK HISTORY
Sr Program Manager Sr Customer Experience Manager @T-Mobile
Supported the Frontline Systems teams for all systems, tool, and applications for all of T-Mobile for Business. This included end to end support for all segments of business, partnering with Sales teams and Consumer teams, daily operations, triage and bug fixes, new system functionality, and business needs. My team is responsible for the service realization system experience and customer self-serve portals. We listen to our Care teams to deliver best in class experience for both our Frontline and Customers. We work closely with our technology teams during the creation, development, and support life cycle of the systems. • FEEDBACK - Collect feedback on pain points & new feature ideas.• BUSINESS CASING - Create business cases to aid in the prioritization with business partners.• FUNDING - Secure funding work approved by leadership.• REQUIREMENTS Define the requirements for new features / enhancements.• SYSTEM EXPERIENCE - Partner with IT and Technology teams to insure best in class the user experience.• PRODUCTION LAUNCH - Approve launch of new capabilities in based on Beta Testing results.• PRODUCTION SUPPORT - Prioritize system defects, vs new features to support frontline needs. • PROJECT SUPPORT - Provide SME support for supported systems.
SKILLS
ABOUT TODD ZURCHER
With over two decades at T-Mobile, I’ve built a strong foundation supporting frontline, sales, and customer experiences. Throughout my career, I’ve developed key relationships across the company, working with senior leaders and cross-functional teams to drive meaningful projects that align with business goals and improve operations. I’m known for taking on complex initiatives, identifying key deliverables, and turning big ideas into actionable plans with minimal guidance. I’ve helped transition legacy systems to more secure, efficient solutions like and led improvements that have reduced resolution times and boosted user satisfaction. I’m passionate about mentoring and collaborating with others to help teams work together more effectively and deliver results. I excel at simplifying complex ideas and making them understandable for different audiences. Whether managing multiple projects, resolving issues, or adapting to changing priorities, I stay focused on driving progress. I always make sure that the work I’m doing connects to the broader business goals, so it has a lasting impact on the company and our customers. As I look to the future, I bring a strong mix of leadership, strategic thinking, and hands-on problem-solving. I’m driven to help teams succeed, ensure we stay aligned with our goals, and make sure we’re delivering results that matter.
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