Product Manager – Experience Management (XM)

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Job Overview

The Product Manager for T-Mobile's Experience Management (XM) program is a visionary, strategist, analyst, employee-experience evangelist, respected leader of execution, and professional relationship builder all rolled into a single dynamic package.

XM is the product: a repeatable, measurable way for IT to connect what it does (incidents, changes, performance, support interactions) to what employees feel (sentiment) and what the business needs (productivity, reliability, confidence), rather than reporting on operational health alone.

The Product Manager is ultimately accountable for XM end to end — the Experience Insight Release Train (Topic Intake through Directional Signal, Insight Brief, and XLA activation), the design and scoring of Experience Level Agreements (XLAs), and the XM Advisory Board (XMAB) governance loop that turns insight into funded, owned action.

At a high level this means identifying the intersection of workforce experience problems, data/technical feasibility, business objectives, and the finite hours partner teams have committed, then leading a cross-functional set of stakeholders — EXE, PIE, ServiceNow, Cyber, ISAM, HR&WE, and others who do not report to this role — to deliver against a shared roadmap through influence rather than authority.

The Product Manager is a "jack-of-all-trades" leveraging data fluency, quantitative ROI reasoning, and stakeholder leadership to ship decision-ready insights on a 2-4 week cadence and convert them into demonstrable productivity, cost-avoidance, and experience outcomes — not activity for its own sake. No day is the same for the Product Manager.

Day to day activities or responsibilities include: running Experience Scans and writing Insight Briefs; maintaining the XLA Scorecard and story metrics; negotiating and tracking partner-team level-of-effort commitments; facilitating the XMAB insight-to-decision-to-action cadence; and defending the program's ROI story to senior stakeholders with rigor and transparency.Job Responsibilities:

Vision, Strategy, and Analysis

• Owns the Experience Management (XM) program end to end, including its capabilities and Experience Level Agreements (XLAs), with moderate to high complexity and scope. This includes creating, managing, maintaining and communicating the XM vision and roadmap.
• Identifies target employee population(s) for existing or future XLAs and drives Experience Scans (sentiment plus operational data) to understand their needs.
• Partners with business and internal partner teams (EXE, PIE, ServiceNow, Cyber, ISAM, HR&WE, PMT) to understand current employee experiences, identifies areas of opportunity.
• Conducts analysis of quantitative and qualitative data to identify product innovation opportunities or root cause of issues, and assess opportunity size and impact. May work with data scientists to answer complex questions or identify meaningful insights from data.
• Leverages Experience Scans, sentiment pulse surveys, and other rapid signal-gathering methods to inform direction and prioritize which topics advance through the Insight Release Train.
• Conducts cost-benefit / ROI / NPV analysis and benchmarks against industry XM/XLA practices to support decision making, including scenarios where near-term economics are unfavorable.
• Works with stakeholders and follows enterprise process to secure and maintain product funding.
• Communicates, influences, and sells ideas at Director level and above, including VP and SVP sponsors. This includes regularly delivering program presentations and readouts.
• Conducts specific ad hoc analysis and provides insights to management on request.
• Recommends XLA scope, story metrics, and XMAB action plans to improve employee experience and drive or support measurable productivity gains.
• Works with external vendors (e.g., HappySignals) to assess licensing, data-platform, and integration opportunities that support the XM data pipeline.
• Develops and maintains current understanding of tech trends. Assesses how trends impact the roadmap or create opportunities for innovation of the product.

Employee Experience Evangelist

• Leverages employee experience insights for XLA vision, strategy, roadmap, priorities.
• Dedicates time with employees and partner teams, actively meeting with them to build deeper empathy and understand their needs and priorities.
• Create, manage, foster an active sentiment / VOE (Voice of Employee) feed for themselves and team.
• Actively looks for opportunities to delight or meet employees' unmet needs.
• Evangelizes and advocates for the employee experience both internally (IC through C level), perpetuating the employee-first mindset.
• Creates an environment and culture where the team is immersed in an employee-first mindset.
• Tests ambition statements and XLA design with real employees (Experience Now surveys) to ensure the XLA reflects the desired experience.

Product Execution / Delivery

• Translates XM strategy by writing detailed features and user stories consumable for Dev and data engineering teams building the XLA Scorecard, data pipelines, and HappySignals integrations. This work may include creation of prototypes and dashboard mockups.
• Owns and manages the XM capability backlog and Experience Insight Release Train priorities (Gate 0 through Gate 3) with our business and technology partners. This typically spans multiple partner-team workstreams rather than a single 1-4 person Scrum team. Scopes and prioritizes activities based on business and employee-experience impact.
• Collaborates with Architecture and Dev teams to ensure technical debt and long term technical investment is factored into roadmap.
• Ensures existing production defects are factored into regular backlog prioritization for resolution based on priority.
• Collaborates with stakeholders and Dev / Execution teams to create and communicate anticipated release schedule.
• Generates and maintains the XLA Scorecard, Program Readout, and other dashboards and reports that track experience health, ROI, and success metrics.
• Facilitates Program Readouts, XMAB Steering sessions, and Quarterly Business Reviews (QBR's).
• Runs the sentiment-only XM on-ramp pilot program with early-adopter Tier 3 teams.
• Supports partner teams (EXE, PIE, ServiceNow, ISAM, Cyber, HR&WE, PMT) with the XM program knowledge and documentation needed for capability adoption.
• Assists with the overall execution relating to all aspects of the software development process, from defining the strategy and architecture through deployment and support.
• Communicates technical challenges to stakeholders and makes educated trade-off decisions based on those challenges.
• Accountable for product quality and performance in production environment. Accountable for product team response in event of critical or high impacting defect, including communications to stakeholders at all levels.
• Manages development of adoption tools and training materials.
• Identify execution, operational, organizational issues that impede product success. Drive improvement plan to change or resolve issues (within sphere of influence).

Facilitates the XM Advisory Board (XMAB) governance cadence — charter, partner RACI, and insight decision* action tracking — and negotiates the level-of-effort (LOE) partner teams commit to XM capability delivery each quarter.

Relationship & People, Professional Development

• Collaborates and develops positive working relationships with XM partner teams, including EXE, PIE, ServiceNow, ISAM, Cybersecurity, HR&WE, PMT, and Workforce Experience/OCM. Works with outside vendors such as HappySignals.
• Develops positive working relationships with employees and XMAB members.
• Maintains professional knowledge by attending educational workshops; reviews professional publications; establishes personal networks; participates in professional societies.
• Develops adoption tools and training material.

Required Education and Work Experience:

• Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience
• 4-7 years Relevant Product Management experience in an agile software product development environment.
• Experience with employee-experience, VoC/VoE, sentiment, or XLA/SLA measurement programs is strongly preferred. (Preferred)

Knowledge, Skills and Abilities:

• Agile Methodology (Required)
• Backlog Management (Required)
• Business Acumen (Required)
• Data Analysis (Required)
• Market Research (Required)
• Product Management (Required)
• Stakeholder Management (Required)
• Strategic Thinking (Required)
• Technical Writing (Required)
• User Experience (UX) (Required)
• Cost-Benefit Analysis (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No): Yes

DOT Regulated:

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Compensation Range:

Frisco, TX: $115,700 to $156,600

Total Target Cash Earnings Opportunity: $115,115 - $207,690

National Base Pay Range: $100,100 - $180,600

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, click here.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year.

Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible.

We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.

We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!###

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it.

You’re unstoppable!###

T-Mobile USA, Inc. is an Equal Opportunity Employer.

All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law.

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