Product Manager – Experience Management (XM)

T-Mobile•Frisco, TX

4d•$100,100 - $180,600

About The Position

The Product Manager for T-Mobile’s Experience Management (XM) program owns XM end to end: its Experience Insight Release Train, Experience Level Agreements (XLAs), XLA Scorecard, and XM Advisory Board (XMAB) governance process. The role connects IT operations—including incidents, changes, performance, and support interactions—to employee sentiment and business outcomes such as productivity, reliability, and confidence. It identifies employee-experience problems, technical and data feasibility, business objectives, and partner-team capacity, then leads cross-functional stakeholders toward a shared roadmap through influence rather than direct authority. The Product Manager gathers and analyzes quantitative and qualitative signals, including employee sentiment, to create decision-ready insights on a 2–4 week cadence. The role develops ROI and cost-benefit cases, prioritizes topics and capabilities, and works with partner teams and vendors to translate insights into funded, owned actions and measurable experience and productivity outcomes. Regular activities include running Experience Scans, writing Insight Briefs, maintaining the XLA Scorecard and story metrics, tracking partner-team commitments, facilitating XMAB decisions and actions, and communicating the program’s performance and ROI to senior stakeholders. The position also translates XM strategy into features, user stories, release priorities, dashboards, adoption tools, and training for development and data engineering teams. It supports the software development lifecycle from strategy and architecture through deployment and production support, and is accountable for product quality, performance, and stakeholder communications during critical defects. The role requires close collaboration with business, technology, employee-experience, and vendor partners, including EXE, PIE, ServiceNow, Cyber, ISAM, HR&WE, PMT, and HappySignals.

Requirements

Bachelor’s degree plus 5 years of related work experience, or an advanced degree plus 3 years of related experience.
4–7 years of relevant Product Management experience in an agile software product development environment.
Agile methodology.
Backlog management.
Business acumen.
Data analysis.
Market research.
Product management.
Stakeholder management.
Strategic thinking.
Technical writing.
User experience (UX).
Cost-benefit analysis.
At least 18 years of age.
Legally authorized to work in the United States.

Nice To Haves

Experience with employee experience, Voice of Customer/Voice of Employee, sentiment, or XLA/SLA measurement programs is strongly preferred.

Responsibilities

Own the Experience Management program, its capabilities, XLAs, vision, and roadmap.
Identify target employee populations for existing or future XLAs and conduct Experience Scans using sentiment and operational data.
Partner with business and internal teams to understand employee experiences and identify opportunities.
Analyze quantitative and qualitative data to identify innovation opportunities, root causes, opportunity size, and impact; work with data scientists when appropriate.
Use Experience Scans, sentiment pulse surveys, and other rapid signal-gathering methods to set direction and prioritize topics through the Insight Release Train.
Conduct cost-benefit, ROI, and NPV analyses and benchmark against industry XM/XLA practices to support decisions.
Work with stakeholders and enterprise processes to secure and maintain product funding.
Present and advocate ideas to Director-level and more senior stakeholders, including VP and SVP sponsors; provide program presentations and readouts.
Conduct ad hoc analysis and provide management with insights as requested.
Recommend XLA scope, story metrics, and XMAB action plans to improve employee experience and support measurable productivity gains.
Work with external vendors, including HappySignals, on licensing, data-platform, and integration opportunities for the XM data pipeline.
Monitor technology trends and assess their effect on the roadmap and opportunities for product innovation.
Use employee-experience insights to shape XLA vision, strategy, roadmap, and priorities; meet with employees and partner teams to understand their needs.
Maintain an active employee sentiment and Voice of Employee feed, seek opportunities to address unmet needs, and advocate for an employee-first culture.
Test ambition statements and XLA designs with employees through Experience Now surveys.
Write detailed features and user stories for development and data engineering teams building the XLA Scorecard, data pipelines, and HappySignals integrations; create prototypes or dashboard mockups as needed.
Own and manage the XM capability backlog and Experience Insight Release Train priorities from Gate 0 through Gate 3; scope and prioritize work by business and employee-experience impact.
Collaborate with Architecture and Development teams to account for technical debt and long-term technical investment in the roadmap.
Include production defects in backlog prioritization and collaborate with stakeholders and execution teams to create and communicate release schedules.
Generate and maintain the XLA Scorecard, Program Readout, dashboards, and reports tracking experience health, ROI, and success metrics.
Facilitate Program Readouts, XMAB Steering sessions, and Quarterly Business Reviews.
Run the sentiment-only XM on-ramp pilot with early-adopter Tier 3 teams.
Support partner teams with XM program knowledge and documentation for capability adoption.
Support execution across the software development lifecycle, from strategy and architecture through deployment and support.
Communicate technical challenges and make informed trade-off decisions.
Be accountable for product quality and production performance, including product-team response and stakeholder communications for critical or high-impact defects.
Manage development of adoption tools and training materials.
Identify execution, operational, and organizational obstacles to product success and drive improvement plans within the role’s sphere of influence.
Facilitate XMAB governance, including its charter, partner RACI, and insight-to-decision-to-action tracking; negotiate quarterly partner-team level-of-effort commitments.
Build and maintain positive working relationships with partner teams, employees, XMAB members, and external vendors.
Maintain professional knowledge through educational workshops, professional publications, networks, and professional societies.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to free, year-round money coaches.
Annual bonus or periodic sales incentive or bonus, depending on role and eligibility.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family-building benefits, back-up care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care coverage.
Mobile service and home internet discounts for eligible employees.
Pet insurance for eligible employees.
Commuter and transit programs.