Product Manager, Technical – Enterprise Experience & Enablement

T-Mobile•Frisco, WA

1d•$103,400 - $186,400•Onsite

About The Position

At T-Mobile, our IT Enablement organization is transforming how enterprise technology changes are operationalized and supported across the business. This role serves as the operational readiness lead for high-visibility enterprise technology initiatives. You will partner closely with Cybersecurity, IT Operations, Service Desk, and product delivery teams to ensure employees have the necessary support experience when changes go live. Your responsibilities will include bridging the gap between technical implementation and employee enablement by designing support models, coordinating release readiness activities, developing communications and documentation, and ensuring service organizations are prepared before changes impact the enterprise. This role is ideal for individuals who thrive in fast-moving, ambiguous environments and enjoy bringing clarity, structure, and operational excellence to highly cross-functional technical initiatives. Success means employees can successfully self-serve, support teams are prepared, and enterprise technology changes are delivered with minimal operational disruption. This is not a traditional customer-facing product management role; instead, it focuses on productizing the enterprise support experience, ensuring employees, support teams, and operational systems are fully prepared for technology changes. You will work on highly visible enterprise initiatives impacting thousands of employees daily. The work is fast-paced, highly collaborative, and often reactive, especially when supporting Cybersecurity-driven initiatives requiring rapid operational response. This role offers the opportunity to influence enterprise support experience design and delivery, partner across broad technical and operational organizations, shape the future operating model for IT Enablement, build scalable support and operational readiness capabilities, and drive meaningful improvements in employee technology experience.

Requirements

Bachelor’s Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience
5+ years of experience in technical product management, enterprise enablement, technical business operations, operational readiness, business systems analysis, or related enterprise technology environments
Experience coordinating cross-functional technical initiatives within large-scale enterprise organizations
Strong written communication, documentation, and stakeholder management skills
Experience working in fast-paced environments with evolving priorities and ambiguity
Ability to translate technical change into operationally executable support processes and communications
Analytical Thinking - Ability to assess technical changes, identify potential downstream support impacts, and develop operational readiness plans that ensure successful employee adoption and support outcomes.
Backlog Management - Ability to manage multiple concurrent enablement activities, documentation deliverables, communications, and support readiness workstreams across competing enterprise priorities.
Customer-Focused - Demonstrates a strong employee experience mindset by anticipating support needs, reducing friction, and ensuring employees can successfully navigate technology changes and self-service resources.
Product Management - Applies product management principles to operational readiness and support enablement initiatives, balancing stakeholder needs, business priorities, and service delivery requirements.
Product Requirements - Ability to gather, analyze, and translate technical and operational requirements into actionable support processes, documentation, communications, and readiness deliverables.
Product Specifications - Ability to document and communicate detailed operational support requirements, workflows, knowledge content, and employee-facing guidance needed to support technology releases.
Solution Architecture Design - Ability to understand technical solution designs and evaluate their operational support implications, ensuring support models, documentation, and readiness activities align with intended system behaviors.
Stakeholder Management - Builds strong partnerships across Cybersecurity, IT Operations, Service Desk, Engineering, Product, and business teams to drive alignment, communication, and successful release readiness outcomes.
Technical Design Documentation - Creates and maintains clear, accurate, and consumable technical and operational documentation, including knowledge articles, support procedures, communications, and employee enablement content.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Experience supporting enterprise IT Operations, internal tooling, or employee technology environments
Experience working with ServiceNow, ITSM processes, or operational support workflows
Exposure to release readiness, support enablement, or enterprise operational change management
Familiarity with Agile software delivery environments
Experience supporting highly regulated or rapidly evolving operational environments
Experience leveraging AI-enabled tools to support operational workflows, documentation, or support experiences
ServiceNow / ITSM Platforms
Knowledge Management
Product Enablement
Technical Writing
Release Coordination
Support Workflow Design
Enterprise Change Enablement
AI-Enabled Productivity Tools

Responsibilities

Own operational readiness activities supporting enterprise technology releases and organizational change initiatives.
Partner with Cybersecurity, product, engineering, infrastructure, and support organizations to operationalize technical changes impacting employees.
Design and coordinate support readiness activities including documentation, communications, escalation paths, support workflows, and knowledge management.
Ensure support organizations are equipped to successfully assist employees when new tools, policies, or system changes are introduced.
Serve as the connective layer between technical delivery teams and operational support organizations.
Build strong stakeholder partnerships across highly matrixed enterprise environments.
Coordinate release readiness activities across multiple concurrent initiatives with competing priorities and shifting timelines.
Facilitate alignment between support readiness, technical implementation, and employee experience goals.
Develop and maintain operational documentation, knowledge articles, onboarding resources, support guidance, and self-service content.
Create targeted communications for support teams and enterprise employee populations ahead of major technology changes.
Ensure support processes and employee-facing documentation are clear, actionable, and delivered at the appropriate time.
Design support intake and operational support models that improve employee experience and reduce operational friction.
Evaluate support effectiveness post-launch and identify opportunities to improve self-service adoption, support readiness, and operational workflows.
Partner with support organizations to continuously optimize operational processes and employee support experiences.
Participate in technical planning discussions to identify downstream operational impacts and support requirements.
Support operational workflow readiness across platforms such as ServiceNow and Microsoft 365.
Leverage AI-enabled tools and operational systems to improve documentation quality, knowledge accessibility, and support scalability.