Sr Product Manager, Internet Wi-Fi Management

T-Mobile•Denver, CO

1d•Hybrid

About The Position

This role is focused on the end-to-end in-home Wi-Fi customer experience within the Broadband Home Internet division, including managed Wi-Fi capabilities, Wi-Fi performance visibility, and assisted technical support workflows that help customers get reliable connectivity throughout the home. Leads and collaborates effectively with cross-functional business, network, operations, Care, OEM, and software vendor teams to advocate for internal and external customers, uncover opportunities, and implement new solutions. Ultimately accountable and responsible for a specific area of ownership. Individuals with this title within the Broadband organization take on a variety of responsibilities ranging from: partnering with Commercial, Marketing, Care and other teams on customer insight, soliciting and generating product requirements, creating roadmaps, mapping out and communicating the customer experience, planning and driving delivery across all involved stakeholders from end-to-end, proactively identifying and mitigating risks, facilitating team meetings, monitoring and communicating delivery status, and more. This is a hybrid position required to be working in-office at least 3 days a week.

Requirements

Bachelor's degree in Computer Science, Engineering, Networking, IT or related studies plus 7 years of related work experience, or Advanced degree with 5 years of related experience.
7 years Product Management experience in a software product development environment delivering large business/technology initiatives.
Experience in mixed software and hardware environments preferred.
Wi-Fi / 802.11 domain experience, including practical familiarity with consumer and/or managed Wi-Fi, mesh networking, and consumer-premise hardware.
Familiarity with specific Wi-Fi and networking concepts such as Wi-Fi 6/6E/7, mesh, roaming standards such as 802.11k/v/r, RF environment challenges, RSSI, latency, channel utilization, and band or access point handoffs.
Familiarity with CPE software platforms and device management frameworks, such as RDK-B, OpenSync, prplOS, proprietary OEM firmware, TR-069, TR-369 USP, and TR-181.
Experience using telemetry, support data, customer feedback, and product analytics to identify Wi-Fi performance issues, prioritize improvements, and connect technical product health to customer experience outcomes.
Ability to bridge business and technical goals in a highly cross-functional environment.
Communicate with Leadership, while employing a high degree of collaboration and influence.
Strong ability to identify/analyze/synthesize product use data.
Strong requirements elicitation, and the ability to write concisely and clearly for different audiences.
Experience with successful collaboration and facilitation across diverse audiences.
Strong attention to detail.
Ability to consider, think, and communicate at all levels.
Strategic and creative ideation and problem solving.
Solid understanding of customer experience, including how connectivity quality, product reliability, supportability, and frontline resolution paths influence customer satisfaction, retention, and cost to serve.
At least 18 years of age.
Legally authorized to work in the United States.

Nice To Haves

Specific experience with any one platform or standard is beneficial but not required.
Experience designing, proposing, or otherwise improving assisted troubleshooting or frontline support workflows for technical connectivity issues is strongly preferred.
Experience contributing to vendor, OEM, chipset, or managed Wi-Fi platform evaluations, technical RFPs, SOWs, or build/buy/partner assessments is beneficial.
Product Owner Certification (CSPO) or Agile Certified Practitioner (PMI-ACP) beneficial but not required.

Responsibilities

Own end-to-end product experience for high-complexity Broadband products, features, or capabilities, with emphasis on in-home Wi-Fi, managed Wi-Fi, gateway/CPE experience, and assisted support — defining and communicating the vision and strategy.
Leverage customer and technical insights to guide strategy, roadmap, and priorities.
Collaborate with Marketing, Commercial, Engineering, UX, Data Analytics, and Frontline teams to identify opportunities, analyze performance, and recommend solutions that support organizational OKRs.
Conduct financial and product analysis (e.g., cost-benefit, ROI, NPV) to support prioritization and decision-making.
Influence and present recommendations to executive stakeholders (VP/SVP/EVP), using compelling product and experience presentations.
Monitor and report on product health and customer experience metrics, including Wi-Fi performance, churn indicators, NPS, support call drivers and support outcomes; keep current with industry trends to inform innovation.
Foster a customer-first culture within the team.
Align with network, software, hardware, firmware, Care, and operations teams to translate customer and business needs into technical and operational requirements for CPEs, wi-fi telemetry, and managed Wi-Fi solutions.
Use Wi-Fi telemetry, Frontline insights, and other operational data to identify experience gaps, prioritize improvements, and shape a roadmap that improves reliability, supportability, and customer confidence in home connectivity.
Lead build, buy, or partner evaluations for managed Wi-Fi platforms, CPE software capabilities, telemetry solutions, and support/troubleshooting tools by bringing clear product judgment, customer context, and technical fluency to the decision-making process.
Build strong cross-functional relationships and mobilize teams across the enterprise to plan and deliver solutions.
Guide initiatives through agile, waterfall, or hybrid processes as needed.
Drive creation of end-to-end delivery schedules and track progress vs plan.
Communicate updates, risks, and changes across all levels.
Proactively manage risks to scope, timeline, and budget, recommending mitigation strategies.
Facilitate team meetings, follow through on action items, and ensure documentation is complete and transferred for operational readiness.
Ensure resource/funding approvals and compliance with enterprise processes.
Serve as a liaison between product, engineering, network infrastructure, Care, operations, OEMs, and third-party platform stakeholders to ensure successful delivery, operational readiness, and cohesive roadmaps for fixed wireless and managed Wi-Fi capabilities.
Coordinate across teams to ensure new Wi-Fi-related capabilities can be tested, launched, supported, monitored, and improved at fleet scale, including appropriate readiness planning for Care and technical support channels.
Translate product strategy into detailed requirements across complex systems and teams.
Guide engineering and development teams to deliver against those requirements.
Own and prioritize the product backlog, balancing technical debt, production defects, and customer needs against organizational goals.
Collaborate with architecture and development teams to embed long-term tech investments into the roadmap.
Provide product clarity and support throughout design, development, and testing phases.
Make final scope and experience trade-off decisions during product delivery lifecycle.
Translate technical network, gateway, CPE, telemetry, and support requirements into clear product artifacts and agile backlogs for teams building managed Wi-Fi capabilities, monitoring tools, diagnostics, provisioning systems, and support experiences.
Partner with engineering, firmware, test, Care enablement, and vendors/OEMs to translate complex Wi-Fi connectivity challenges into prioritized, executable work that improves compatibility, reliability, and customer self-service or assisted support outcomes.
Foster strong relationships across technical and non-technical teams, including vendors and third-party partners.
Maintain professional knowledge via workshops, publications, networking, frontline visits, and customer feedback sessions.
Serve as a product-oriented Wi-Fi domain expert and bridge across customer care, field and frontline teams, engineering, and business stakeholders, helping translate technical constraints into clear customer and business implications.
Mentor peers across teams on best practices, product knowledge, and collaboration.
Support other duties/projects as assigned.