Bernie Swint
Enterprise Leader & Strategist

Bernie Swint

Senior Program & Organizational Development Leader

20+ years translating business strategy into operational execution through governance, change adoption, leadership development, and large-scale capability building.

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About Me
A career built on people,
powered by purpose

I started my career on the frontline, in retail, in business, and in customer care. That time gave me something no classroom could: a real understanding of what it takes to lead people through change and help organizations perform at their best.

Over more than two decades at T-Mobile, I've grown from frontline leader to enterprise program strategist. Along the way I've managed large teams, launched products, transformed learning ecosystems, and built the governance structures and accountability frameworks that help large organizations move with clarity and consistency.

The work I care about most has always been about people. Programs get launched and metrics get hit, but what I'm most proud of is the growth I've helped others achieve. I believe that when you genuinely invest in people, business results follow. That's not just something I talk about, it's how I've operated for 20 years.

I'm looking for my next challenge with an organization that takes people development and operational excellence seriously.

Leadership Principles

Put people first. Business results follow.
Influence through trust, credibility, and integrity
Build solutions with stakeholders, not for them
Focus on adoption, not just implementation
Align organizations through shared purpose and accountability
Educate. Motivate. Remind.
My Story
What Drives Me

I am a husband and a father first, and everything else comes after that. A lot of what I know about patience, showing up, and genuinely investing in people came from home long before it ever showed up in my work.

My family and I love to travel. Getting out of our routine and into somewhere new is one of our favorite things to do. Our kids are always ready for a new adventure, and they keep us curious and remind us to embrace every moment. It keeps us grounded as a family and always comes with at least one story worth telling for years.

In 2006, I was diagnosed with thyroid cancer. I'm happy to say I've been cancer-free for nearly 20 years. That experience changed my perspective on time and reminded me to be intentional about how I spend it. I support organizations working on cancer research, and I'm grateful every day for my health and for the work I get to do.

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Husband & Father
Family is the most important thing in my life. The people I love most are my greatest source of motivation, perspective, and joy.
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Traveler & Experience Seeker
My wife and I travel whenever we can. New places, new experiences, and always a good story to bring back home.
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Cancer Survivor & Cause Supporter
Nearly 20 years cancer-free. I proudly support organizations working on cancer research and don't take a single day for granted.
Life Outside the Office
Family, Travel & the Good Stuff
Career Journey
20 Years of Progressive Leadership
2024 – Present
Senior Instructional Design Manager
T-Mobile · Enterprise Operating Services
Leading enterprise learning transformation, facilitation governance, and leadership development enablement. Spearheaded Trainer University, a full redesign of T-Mobile's enterprise facilitation operating model, achieving complete adoption across facilitator populations enterprise-wide. Also led operational readiness and enablement for the Fiber product launch and owned key cohorts within the LEAD leadership development program.
Enterprise Transformation Facilitation Governance Leadership Development Operational Readiness
2023 – 2024
Virtual Training Manager
T-Mobile · Enterprise Operating Services
Led enterprise onboarding transformation through the implementation of Enboarder, designing journeys, communication workflows, and governance frameworks that created measurable visibility into the new-hire experience. Also led a large-scale workforce transformation initiative converting thousands of frontline employees into technical support specialists across multiple sites.
Onboarding Strategy Workforce Transformation Platform Implementation
2022 – 2023
Total Experience Manager
T-Mobile · Enterprise Operating Services
Served as the cross-functional bridge between Retail, Customer Care, and Engineering, partnering directly with COO, SVP, and Senior Director stakeholders to operationalize executive-defined KPI frameworks. Built governance structures, escalation paths, and accountability mechanisms that improved organizational alignment and customer experience outcomes.
Organizational Effectiveness Executive Alignment KPI Operationalization Cross-Functional Leadership
2019 – 2022
Leadership Development Consultant
T-Mobile · Customer Care Leadership Development
Served as trusted organizational advisor to a large leadership community spanning multiple customer care sites. Identified cultural issues, performance gaps, and leadership challenges, developing recommendations that influenced behaviors, processes, engagement, and performance. Led adoption of enterprise-wide coaching frameworks and supported multiple leadership development programs.
Organizational Consulting Coaching Talent Development Culture
2005 – 2019
Progressive Leadership & Customer Care Team of Experts Manager
T-Mobile · Retail, B2B & Customer Care
Started in retail and built a strong foundation across Retail, Business, and Customer Care, growing through progressively responsible roles with accountability for customer experience, sales performance, operational execution, and talent development. Culminated as a Customer Care Team of Experts Manager, leading a large team responsible for hiring, performance management, workforce planning, and succession development. Achieved the highest leadership promotion rate among peer managers, developing frontline experts into coaches and coaches into management — building a development-first culture grounded in Gallup Strengths that continues to inform enterprise strategy today.
People Leadership Talent Pipeline Performance Management Retail Leadership B2B Multi-Channel
Portfolio
Enterprise Programs & Case Studies

A selection of large-scale initiatives I've designed and led, from strategy through adoption.

Enterprise Transformation

Trainer University

Enterprise Facilitation Operating Model Redesign

Identified enterprise-wide inconsistencies in facilitation quality across business units, regions, and global locations. Redesigned the full facilitation operating model, establishing standards, certification frameworks, coaching tools, and measurement systems to ensure consistent learning delivery and outcomes at scale.

Significantly increased new hire conversion to full productivity within 90 days
Substantially reduced new hire attrition year-over-year
Achieved 100% enterprise adoption of the standardized delivery model
Sustained strong learner NPS across onboarding and development programs
Cross-Functional Operations

Total Experience Department

Cross-Functional Alignment & Customer Experience Initiative

Designed and launched a cross-functional operating function to reduce organizational silos between Retail, Engineering, and Customer Care. Partnered with COO-level sponsors to operationalize shared KPI frameworks, establish governance structures, and create real-time collaboration mechanisms across customer-facing business units.

Improved cross-functional communication and operational alignment
Increased accountability around shared KPIs and organizational goals
Contributed to improved ARPU and customer retention outcomes
Resolved a high volume of extreme-effort customer escalations across the region
Enterprise Product Launch

Fiber Enterprise Launch

Operational Readiness & Enablement Strategy

Led operational readiness and enablement for T-Mobile's enterprise Fiber launch across all Customer Care and Retail locations, enabling thousands of frontline employees and leaders to adopt a complex, multi-system environment within an aggressive launch timeline. Leveraged AI-enabled coaching tools including Synthesia and 2nd Nature.

Enabled on-time enterprise-wide launch across all sites
Accelerated adoption of complex, multi-step operational workflows
Reduced operational risk through standardized execution and ownership clarity
Established a repeatable model for complex multi-function product launches
Leadership Enablement

Loyalty Department Launch

Customer Loyalty & Risk Reduction Initiative

Designed and operationalized a dedicated Customer Loyalty function focused on reducing churn and standardizing escalation handling across a large frontline organization. Built SOPs, leadership competency frameworks, and enablement programs, anchored by an Executive Summit to drive senior alignment from day one.

Reduced churn within the first 60 days of launch
Decreased average credits per call, improving cost control at scale
Increased consistency in escalation handling and decision-making
Established a scalable model for managing high-risk customer interactions
Core Capabilities
What I Bring to an Organization
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Program & Transformation Leadership

Program & Portfolio ManagementEnterprise Governance Design Organizational TransformationOperational Readiness Launch Strategy & Workback PlanningExecutive Decision Support
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Organizational Effectiveness & Change

Change Management & Adoption StrategyKPI Operationalization Accountability Framework DesignBusiness Process Improvement Performance ConsultingOrganizational Alignment
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Executive & Stakeholder Influence

Executive CommunicationsStakeholder Management Consensus BuildingGovernance Facilitation Risk Mitigation & EscalationPolitical Navigation
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Leadership & Talent Development

Leadership Development ProgramsSuccession & Workforce Planning Coaching & FacilitationTalent Pipeline Building Performance ManagementCapability Development
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Learning Strategy & Enablement

Instructional DesignEnablement Strategy Onboarding StrategyLearning Technology Implementation Knowledge ManagementAI-Enabled Learning (Synthesia, 2nd Nature)
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Technology & Platforms

Smartsheet · Asana · WorkfrontWorkday Learning · Cornerstone LMS Enboarder · Magenta UArticulate 360 · Rise · Synthesia Adobe Creative SuiteSharePoint · Microsoft Teams
Education & Certifications
Credentials & Formal Training

Education

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Bachelor of Arts, Organizational Leadership
University of Arizona

Certifications

Prosci Change Management Certification
Gallup Certified Strengths Coach
Franklin Covey Certification
ATD Executive Consulting Certification
EQ-i Certified Instructor
Recognition & Awards
Recognized by Peers, Leaders & Partners

Recognition from peers, partners, and leaders at every level across 20 years.

🏆 PEAK Award Winner · 3x
PEAK Award Nominee · 7x
🏅 Winner's Circle · National
⭐ High Impact Award · June 2025
Consumer Training Delivery Transformation Award
Total Experience Champion
InCrowd Award · 2x
Multiple Regional & HQ Leadership Recognitions
PEAK Award Nominee · 7x
🏅 Winner's Circle · National
InCrowd Award · 2x
High Impact Award · June 2025
Consumer Training Delivery Transformation Award
Total Experience Champion
Multiple Regional & HQ Leadership Recognitions

Awards Banquet

Awards banquet photo 1
Awards banquet photo 2
I could not be more proud of the Women's Leadership Summit last week, but especially how hard you worked to make it happen and how you showed up. I'm truly in awe. Thank you for being you. You are appreciated!
Ryan Haskell · Senior Vice President, Channel Enablement
Huge kudos to Bernie from L&D Design! In record time, including a holiday weekend, he re-designed the T-Lens training to be sharper, audience-relevant, and immediately usable. He absorbed a firehose of feedback with grace, asked smart follow-ups, and integrated every change in a way that felt natural and intentional. Watching him collaborate while his work was being dissected was a masterclass in growth mindset and customer focus. This is T-Mobile magic in action.
Thomas Martin · Director, Retail Operations
Bernie, your share-out on the Leading Frontline Leaders cohort was nothing short of impressive. You fully embodied Act Like an Owner in the way you approached your work with intention and strategy. Your clarity and confidence also reflected what it means to be part of One Team, Together. Thank you for the excellence and energy you brought to that session — it truly stood out.
Therass Brooks · Director, Channel Enablement
Your ability to champion change and remain open to evolving your thinking has been a standout strength. These initiatives moved quickly, often with competing priorities and diverse stakeholder input, yet you managed to navigate those dynamics with focus and composure. What I value most is your unwavering dedication to our leaders. You keep their needs at the center of every solution.
Marissa Johnston · SRM, Channel Enablement
Bernie, your contributions to the Virtual Retail Associate Coach Onboarding were nothing short of outstanding. The Observation Guide you created and the daily debrief questions you designed gave our ACs practical tools to reflect, grow, and apply their learning. You turned concepts into actionable resources and ensured the onboarding had both structure and depth. Thanks for your partnership, keep up the great work!
Marc Sisneros · Director, Care Operations
I really appreciate you taking on the stretch assignment to help me prepare executive content. You totally get it and are truly gifted at what you do. Please accept this small token of appreciation for your efforts. Your hard work and quick turnarounds are not lost on me at all!
Will Whitehead · Sr. Director, T-Mobile for Business
Thank you Bernie for all that you do to support the Hellcats! You are responsive, driven, and just all around AMAZING! I cannot imagine ANYONE that could ever do this role better than you! No matter the day or time you are always there to lend a hand or offer advice. Thank you again!
David Miller · Director, Retail Operations
Bernie, your work on the redesign of Trainer University is nothing short of inspiring. You led with strategic foresight, proactively engaged cross-functional partners, and kept the learner experience at the heart of every decision. Your ability to turn vision into action reflects how we Create Happy Customers and Connect the Vision. Thank you for your ownership, collaboration, and for driving excellence in a way that embodies our Un-carrier spirit.
Therass Brooks · Director, Channel Enablement
I was impacted by layoffs and applied for many positions that I did not get. Bernie had to call and let me know I did not get a position but encouraged me and offered to help. More importantly, he encouraged, provided hope, and kept me smiling throughout this time in my life. I am happy to say I was able to find a new position at T-Mobile and cannot thank Bernie enough.
Allison Williams · SRM, Retail Operations
Bernie, I know I've told you before, but after watching your storyboard come to life this past week, I have to say it again — thank you. The training was a hit. The content was spot on, and every one of those future leaders grew with each role play you so thoughtfully built into the program. Thank you for carefully curating exactly what we needed. You did an outstanding job.
Ruth Delgado · SRM, Go-to-Market Operations
His commitment to future-ready thinking and elevating the art of facilitation is reflected in the updated TU design. He embedded forward-thinking facilitator behaviors, hands-on application, and modern learning strategies that will better equip our trainers to meet the evolving needs of both our learners and the business. TU is now stronger, smarter, and more impactful.
Isha Lo · SRM, Channel Enablement
Your enthusiasm is infectious! You were absolutely outstanding, and the class thoroughly enjoyed the wealth of knowledge and advice you shared. Creating and updating a lengthy roster with minimal guidance showcased your exceptional skills. You absolutely rocked it, and your abilities are truly remarkable!
T-Mobile · Channel Enablement Team
Let's Connect
Open to What's Next

I'm open to senior leadership roles in Program Management, Organizational Effectiveness, Learning and Development, and Workforce Transformation. If you think there's a fit, I'd love to connect.

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