Brad Highberger

Sr. Manager, Digital Content & Merchandising

Led content and merchandising for the UScellular web and app experiences through the transition to T-Mobile.

Led the content and front-end sunset of UScellular purchase flows and prepaid service journeys. Built “Better Together” and “Joining T-Mobile” experiences, with payment, FAQ, and account content supporting the transition. Led a cross functional team through the complete decommissioning of the company’s website and apps and the migration of customers to the acquiring company’s platforms, with major releases delivered without deployment issues.

Sr. Manager, Digital Content & Merchandising

Brought content, analytics, customer feedback, and cross-functional delivery together to improve shopping and self-service experiences, growing digital traffic 38% year over year and reaching a record 7.3 million monthly sessions.

Directed cross-functional releases, including Apple device launches that compressed weeks of cross-functional work into days and made every pre-order window. Digital sales quantity grew 5x across the digital tenure and held at that level.

Sr. Manager, Digital Product Management

Owned the My Account experience for postpaid and prepaid customers across web, iOS, and Android, from roadmap planning through launch and ongoing improvement. Rebuilt it end to end, lifting app store ratings from 1.5 stars to 4. Led a cross-functional team and grew self-service adoption through continuous experimentation, with digital bill payments reaching 72% of all transactions and digital lifecycle transactions reaching all time highs for the company.

Multi-Channel Solutions Manager

Created and ran the enhancement program for UScellular’s frontline billing and CRM systems, owning intake, prioritization, quarterly funding, and UAT to turn frontline pain points into shipped system improvements. Also led the selection and implementation that replaced paper contracts with digital signing and document storage, the most requested frontline improvement of its time, which allowed expansion of a financing program that had been limited to stores, to the phone and web channels for the first time.

Enterprise Operations Manager

Led workforce planning, capacity management, and operational coordination across internal and partner care teams, covering business, retention, sales, and technical support operations. When a major billing platform conversion challenged everyday operations, I led creating a dedicated escalation team with expanded system access that resolved front-line issues on the spot and returned the platform to stable operations. The team became a permanent part of customer service and was still running when the company was acquired years later.

External Support Specialist

Managed day-to-day performance and issue resolution across domestic and international vendor teams.

Site Operations Manager

Oversaw analytics, workforce planning, communications, and quality assurance for care-center operations. Improved handling efficiency across the center so it operated within budget while absorbing the gains through normal attrition.

Technical Support Manager

Led technical-support teams across calls and offline support, strengthening performance, engagement, and retention.

Vendor Specialist

Partnered with domestic and international vendors to improve service delivery, issue resolution, and SLA outcomes.

Customer Service Manager

Led inbound, outbound, chat, and offline support teams, with a focus on customer retention and associate engagement.

Site Operations Manager

Led reporting, resource planning, and quality work to support high-performing care-center operations.

DTS (Data Technical Support) Manager

Led data technical-support operations, applying customer insight and performance management to complex service work.

Customer Relations Supervisor (Retention Support)

Coached associates to resolve complex issues, improve performance, and build customer loyalty.

Technical Support / Help Desk Coach

Led and mentored technical-support teams, developed training materials, and maintained service-level performance.

Customer Service Coach

Supervised and mentored customer-service teams, developing action plans and monitoring performance.

Technical Support Representative

Resolved wireless data, device, billing, messaging, switch, and network issues for customers.

Customer Service Representative

Handled high-volume customer inquiries, needs analysis, and account support for cellular products and services.

Paging Operator

Delivered high-volume, real-time text messaging with speed, accuracy, active listening, and a professional customer tone.

Seasonal Sales Associate

Helped customers select electronics, processed transactions, and maintained merchandising standards.

Checker/Stocker, Customer Service, Produce & Dairy Associate, Peer-to-Peer Trainer

Worked across customer service, inventory, merchandising, product quality, and new-employee training.