Product Manager – Experience Management (XM)

T-Mobile•Frisco, TX

About The Position

The Product Manager for T-Mobile’s Experience Management (XM) program owns the program end to end: its vision and roadmap, Experience Level Agreements (XLAs), Experience Insight Release Train, XLA Scorecard, and XM Advisory Board (XMAB) governance. The role connects IT operations and support data with employee sentiment and business outcomes such as productivity, reliability, and confidence. It identifies workforce experience problems and aligns data and technical feasibility, business objectives, and partner-team capacity to deliver measurable results through influence across teams that do not report to the role. The Product Manager leads cross-functional partners to deliver decision-ready insights on a two-to-four-week cadence and translate them into demonstrable productivity, cost-avoidance, and experience outcomes. Day-to-day work includes running Experience Scans and writing Insight Briefs, maintaining XLA scorecards and story metrics, negotiating and tracking partner-team effort commitments, facilitating the XMAB insight-to-decision-to-action cadence, and presenting the program’s ROI to senior stakeholders. The position develops strategy through employee and partner engagement, data analysis, ROI and cost-benefit evaluation, and prioritization of opportunities. It translates strategy into features and user stories for development and data engineering teams, manages the capability backlog and release priorities, supports delivery and production quality, and creates adoption tools and training materials. The role also facilitates program readouts, steering sessions, and quarterly business reviews; supports partner-team adoption; and works with external vendors on data-pipeline, licensing, and integration opportunities. Travel is required.

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 end to end, including its capabilities, XLAs, vision, and roadmap.
Identify target employee populations for XLAs and conduct Experience Scans using sentiment and operational data to understand employee needs.
Partner with business and internal teams to understand employee experiences and identify opportunities for improvement.
Analyze quantitative and qualitative data to identify product opportunities, root causes, opportunity size, and potential impact; collaborate with data scientists when appropriate.
Use Experience Scans, sentiment surveys, and other rapid signal-gathering methods to guide direction and prioritize topics through the Insight Release Train.
Conduct cost-benefit, ROI, and NPV analysis; benchmark against industry XM/XLA practices; and support product funding decisions.
Communicate and influence at Director level and above, including VP and SVP sponsors, through presentations, readouts, and ad hoc analysis.
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 supporting the XM data pipeline.
Monitor technology trends and assess their implications for the product roadmap and innovation opportunities.
Engage employees and partner teams to build empathy, understand needs, maintain a Voice of Employee feed, and identify unmet needs.
Advocate for an employee-first mindset and test XLA ambition statements and design with employees through Experience Now surveys.
Translate XM strategy into detailed features and user stories for development and data engineering teams; create prototypes and dashboard mockups as needed.
Manage the XM capability backlog and Experience Insight Release Train priorities from Gate 0 through Gate 3 with business and technology partners.
Scope and prioritize work based on business and employee-experience impact, while accounting for technical debt and long-term investment.
Include production defects in backlog prioritization and collaborate with stakeholders and delivery teams on 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.
Provide partner teams with XM knowledge and documentation needed to adopt capabilities.
Support software development from strategy and architecture through deployment and support; communicate technical challenges and make trade-off decisions.
Remain accountable for product quality and performance in production, including stakeholder communications during critical or high-impact defects.
Manage development of adoption tools and training materials.
Identify execution, operational, and organizational issues impeding product success and drive improvement plans within the role’s influence.
Facilitate XMAB governance, including the charter, partner RACI, insight-to-decision-to-action tracking, and quarterly partner-team level-of-effort commitments.
Build positive working relationships with XM partner teams, vendors, employees, and XMAB members.
Maintain professional knowledge through workshops, 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 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 for eligible employees.