Jerod Button
Woodinville,WA
Summary
Dedicated technology leader with nearly 15 years of experience spearheading transformative programs, fostering robust organizational culture, and enhancing both customer and employee experiences. A proven track record of exceeding expectations by driving productivity enhancements and consistently delivering results. Possesses extensive experience collaborating across multiple departments and is poised to contribute significant value to any organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director, Employee Engagement
T-Mobile
03.2017 - 11.2023
- Transformed the Cybersecurity culture across 180k+ employees and partners, reducing risk
- Led internal communications and change management strategy, during M&A with Sprint, impacting 75K+ employees
- Pioneered a comprehensive culture deep dive, resulting in the development and rollout of new company values
- Orchestrated impactful internal communications and events - 4x increase in engagement
- Crafted multiple types of communication: Change Communications, Crisis Communications, Employee Communications, Leadership Communications
- Established a phishing simulation program for all internal employees, resulting in a 3x increase in reporting rates
- Built and launched annual compliance training for all employees and partners, meeting certification requirements
- Enhanced self-help content, reducing the need for calls to care and delivering $150M+ in savings
- Responsible for internal and external knowledge bases Sites had 30K+ documents, receiving 40M+ views a month
- Oversaw strategy and day-to-day activities of the T-Mobile Foundation with a budget exceeding $7M annually
- Achieved record-breaking employee giving years in 2020 and 2021
- Streamlined Foundation processes and governance, enhancing operational efficiencies, and reducing risk
- Championed the use of data and analytics to drive business decisions.
Sr. Manager, Customer Experience
T-Mobile
02.2014 - 03.2017
- Customer Care Go to Market lead for 350+ product and service offerings in a single year, helping drive record growth
- Care Lead for the launch of 3 signature company moves (T-Mobile Tuesdays, T-Mobile One, Un-carrier NEXT)
- Launched tool improving the porting experience, reduced porting resolution time by 50%
- Simplified rate plan portfolio, eliminating the need for 2000+ rate plans while maintaining customer satisfaction and increasing go to market speed
- Drove process and policy efficiencies leading to satisfaction improvements for the customer care organization.
Manager, Operational Insights
T-Mobile
05.2011 - 01.2014
- Advised COO on revenue enhancement strategies, resulting in $20M+ in additional revenue
- Improved the accuracy and speed of analytical process through automation
- Led reporting and analytics efforts to identify customer demand and cost-saving opportunities
- Developed 20+ reports for frontline teams, driving data-informed decisions and stopping revenue leakage
- Drove cross-functional engagement to implement analysis finding for items such as policy and process improvements.
Education
Bachelor of Science - Criminal Justice
Wichita State University
Skills
- Strategic Planning
- Program Management
- Internal Communications
- Executive Communication and Support
- Go to Market
- Employee and Customer Experience
- Data and Analytics
- Culture Transformation
- Talent Development
- Change Champion
- Project Management
- Operations Management
- Learning Agility
- Tech-Savvy
Certification
- PROSCI Change Management Practitioner - Jan. 2020
- ISC2 Certified in Cybersecurity - Feb. 2023
Timeline
Director, Employee Engagement
T-Mobile
03.2017 - 11.2023
Sr. Manager, Customer Experience
T-Mobile
02.2014 - 03.2017
Manager, Operational Insights
T-Mobile
05.2011 - 01.2014
Bachelor of Science - Criminal Justice
Wichita State University