Principal AI Product Experience Manager, Technical

T-Mobile•Washington, DC

23h•$139,700 - $252,000•Hybrid

About The Position

The Principal AI Technical Product Experience Manager owns both the experience and the product for T-Mobile's network-native AI portfolio, from concept through commercial launch and post-GA iteration. This role is the experience evangelist and expert for the team, and at the same time a technical product owner accountable for strategy, roadmap, requirements, and end-to-end delivery of AI products that run on the network rather than on a single device. It sets the interaction paradigms that determine whether a customer trusts the experience then drives the cross-functional execution, with engineering, architecture, design, and go-to-market, that turns that experience into a shipped, scaled, revenue-generating product. The role operates as a peer to product, engineering and architecture, fluent enough in the platform, its APIs, and its constraints to write consumable features and user stories, make trade-off decisions, and own outcomes in production. Success is measured by adoption and conversion, task success and satisfaction in testing and production, the revenue and growth the products generate, and the degree to which experience and platform patterns built once get reused by every product the portfolio carries.

Requirements

More than 10 years product design experience with a portfolio of shipped products, including complex enterprise or multi-module software.
8+ years’ experience in hands-on interaction design, information architecture, and prototyping in an agile product development environment.
3+ years Leading or mentoring designers and researchers, and establishing design practice, process, or systems.
Portfolio of Shipped Work: A body of work demonstrating end-to-end ownership from research through shipped experience, not concepts alone.
Interaction Design: Mastery of interaction design for complex, multi-surface products.
Information Architecture: Ability to model objects, tasks, and navigation for products that span many modules and legacy systems.
Prototyping : Builds high-fidelity and functional prototypes fast enough to test direction before commitment, including AI-assisted prototyping.
Design Research: Designs and runs generative and evaluative research, and converts findings into design decisions.
Usability Testing: Plans, moderates, and interprets usability studies at a cadence that keeps pace with delivery.
Design Systems: Establishes and governs component libraries, patterns, and standards that scale across multiple products.
Design Thinking: Expertise in framing ambiguous problems, facilitating workshops, and hypothesis-driven development.
Conversational and Voice Experience Design: Designs turn-taking, disclosure, confirmation, error recovery, and escalation for spoken and agentic interactions.
AI Trust and Transparency Design: Designs the disclosure, consent, explainability, and correction patterns that let a customer understand and override what an AI did.
Device-Agnostic Experience Design: Designs one service across smartphone, feature phone, web console, and voice-only surfaces without assuming a premium device.
Accessibility: Working knowledge of WCAG conformance and assistive technology, including deaf and hard of hearing use cases.
AI-Assisted Design Practice: Uses LLMs to accelerate research synthesis, requirements drafting, and prototyping, with judgment about where the output needs human correction.
Customer Experience Management: Mastery level, industry leading understanding of customer experience.
Product Management Partnership: Works as a peer to product management on strategy, requirements, and prioritization rather than receiving finished requirements.
Technology: Working understanding of platform technologies, APIs, and constraints, sufficient to design within them and to argue for changing them.
Agile Methodologies: Proven success delivering design in Agile Scrum or SAFe environments across multiple teams.
Collaboration: Ability to develop initiatives, features, and user stories that delivery teams can ingest.
Communication: Proven ability to communicate and persuade with leadership, technical, and non-technical audiences.
Executive Presence: Presents and defends experience direction to SVP, EVP, and C-level, and holds a position under challenge.
Coaching and Mentorship: Develops designers and researchers and raises the craft bar across a practice.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Advanced degree preferred.
Advanced degree
2+ years Designing AI, conversational, or voice-first experiences.
Modernizing Mature Software: Experience reframing an established product around how customers actually work, and sequencing modernization without stalling delivery.
Business Analysis: Ability to identify, analyze, and synthesize product usage data and use the data to drive design decisions.
Innovation Methodology: Expertise in lean startup methodology and rapid experimentation.

Responsibilities

Owns the product experience vision, strategy, and roadmap for network-native AI products, from concept through commercial launch and post-GA iteration, with the experience as a first-class part of the product
Defines the interaction and trust paradigms for network-native AI: how the assistant announces itself, asks, confirms, escalates, and hands off to a person, and translates them into product requirements engineering can build
Frames the trust model of disclosure, consent, explainability, and correction, so customers understand what the AI did and can override it
Translates behavior-based personas and jobs to be done into a product and experience strategy the whole organization can rally around
Sets and defends both the experience bar and the product KPIs in executive review, including for accessibility products in the portfolio
Anticipates AI and competitive trends, assesses impact and opportunity to customer and product, and incorporates the analysis into product strategy and the roadmap
Leverages rapid, hypothesis-driven testing and experiments (prototypes, A/B tests, pilots) to inform direction and prioritize investment
Communicates, influences, and sells ideas at SVP, EVP, and C-level and below, including regularly delivering product, roadmap, and prototype presentations, and leads discussions with external partners on partnership and licensing opportunities
Is the experience evangelist and expert for the team: sets the customer-first mindset and champions the end-user experience internally, from individual contributor through C-level, and externally
Leads customer discovery, generative and evaluative research, and validation for new AI products, and turns findings into personas, jobs-to-be-done, and prioritized problem statements the organization shares
Defines the experience metrics that sit alongside the product KPIs: activation and completion rates, task success, effort, satisfaction, and where the experience breaks down
Creates, manages, and fosters an active voice-of-customer feed for themselves and the team, and actively looks for opportunities to delight or meet unmet customer needs
Uses AI to accelerate synthesis and prototyping: mining transcripts for themes, drafting requirements, and standing up testable prototypes quickly
Tests ideas with real customers to ensure the product delivers the intended benefit before broad investment
Creates an environment and culture where the team is immersed in a customer-first mindset
Conducts user testing and iterates on the product based on customer feedback
Leverages customer insights to shape product vision, strategy, roadmap, and priorities
Evangelizes and advocates for the customer with partners and at industry forums, perpetuating the customer-first mindset beyond the team
Advocates for customer needs throughout the full product development lifecycle
Translates experience and product strategy into detailed features and user stories that engineering can consume, for the highest-complexity products spanning many transactions, touchpoints, and teams
Owns the product across a device-agnostic surface, so the same network-native service works across smartphone, feature phone, web console, and voice-only
Owns onboarding, activation, and configuration end to end, including any console or setup surface used to configure and monitor the product
Owns and extends reusable product experience and interaction patterns so each new product inherits platform capability rather than reinventing it, compounding delivery speed
Ensures accessibility standards including WCAG conformance are met, and accounts for deaf and hard-of-hearing use cases in the product
Partners with other Product Owners, Technical Architects and engineering to ensure AI solutions are feasible, scalable, and performant, and reviews built work against the product and experience intent
Collaborates with PM and Dev leaders to design and assemble effective Agile delivery teams, and works across internal and matrixed engineering teams to deliver on time and within scope
Anticipates and communicates experience & technical challenges to stakeholders and makes educated trade-off decisions with the team
Is accountable for product experience and performance in production, including the product and engineering response to critical or high-impact defects and communications to stakeholders at all levels, and manages development of adoption tools and training materials, and supports go-to-market activities as needed
Sets the bar by working alongside the team as a maker, not only by reviewing their work, and models the converged product, technical, and experience skill set the team is building toward
Mentors product managers, designers, and researchers across the portfolio, helping each build depth in one discipline and range across the others
Establishes the operating cadence: prioritization, handoff standards, and a research and delivery rhythm that keeps pace with the roadmap
Builds relationships with Product, Engineering, Architecture, Data and AI, Brand, Legal, Accessibility, and go-to-market, and negotiates scope, priority, and resources across them
Represents the experience direction to executives and, where appropriate, to partners and at industry forums
Builds strong relationships with Product, Experience, IT, and Data and AI organizations
Negotiates priorities and resources across multiple stakeholder groups
Mentors junior product managers and designers and shares innovation best practices
Collaborates and develops positive working relationships with many technical and non-technical teams, including sales, marketing, legal, go-to-market, finance, Dev, Architecture, and Engineering. Works with outside partners and other third parties.
Also responsible for other Duties/Projects as assigned by business management as needed.