Sr Manager, Content Design

T-Mobile•Herndon, VA

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! T-Mobile is changing the way people buy wireless by offering a more customer-focused and simplified experience. We are a customer-obsessed company, and we are also evolving into a data-driven mobile technology business. At T-Mobile, we pride ourselves on being the Un-Carrier, industry disruptors obsessed with solving our customer’s pain points. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Role Overview: As a Senior Manager of Content and Conversation Design, you will lead, influence, and set the vision of human-centered content and conversation experiences across T-Mobile’s digital ecosystem. As part of the Product Experience Design & Innovation (PXDI) organization, you will define and manage the end-to-end product content and conversation design strategy and inspire and influence product design, product management, marketing, and other disciplines to lead with user-centric content— enabling teams to build great products that share a cohesive product vision and narrative, to address real user needs. The ideal candidate is a systems thinker who transforms complexity into clear, scalable content and conversational experiences. They excel at building teams, establishing design practices, and creating the frameworks that enable consistent, human-centered experiences across traditional digital products and AI-powered interactions. They thrive in undefined, rapidly evolving spaces, balancing strategic vision with execution while empowering teams to deliver high-quality work at speed. They evaluate problems before prescribing solutions, challenge assumptions with empathy and data, and bring a thoughtful point of view to every initiative. Through strong cross-functional partnerships, they influence product direction, elevate content and conversation design practices, and create an environment where designers can grow, innovate, and deliver measurable customer and business impact.

Requirements

Bachelor's degree
4–7 years of experience in content design, conversation design, UX writing, or the development of content inventories, taxonomies, and content strategies.
2+ years of direct people management experience, including coaching and developing design talent.
Experience collaborating with internal cross-functional partners to drive business and customer outcomes.
Knowledge of design tools, technical software, and human-centered design, content design, conversation design, and research processes.
Previous experience in product, technology, digital, or AI-enabled functions highly preferred.
Experience leading content and/or conversation design teams working with product or business teams.
Collaboration and cross-functional leadership skills.
Knowledge, Skills and Abilities : Collaboration (Required)
Cross-Functional Project Management (Required)
Design Management (Required)
Design Strategy (Required)
Design Thinking (Required)
People Management (Required)
Prototyping (Required)
Talent Development (Required)
User Experience (UX) (Required)
User Research (Required)
At least 18 years of age
Legally authorized to work in the United States

Responsibilities

Lead a team of Content and Conversation Designers, providing feedback and coaching on career development, content creation, conversation design, and content strategy to drive the evolution of customer experiences across T-Mobile products.
Establish a Content & Conversation Design team within an established organization.
Drive content and conversation design guidelines and best practices to build deep connections and trust with customers by delivering cohesive product narratives and conversational experiences across digital and AI-powered products.
Influence and lead style guides, conversational principles, and design language to establish clear, consistent voice, tone, and personality aligned with the T-Mobile brand.
Identify and champion the most efficient content and conversation design workflows while seeking opportunities to improve existing processes and collaboration across teams.
Organize existing content and conversational assets, create guidelines for future experiences, and ensure consistency across channels, customer touchpoints, and AI interactions.
Use human-centered design methods to design, craft, and test content and conversational experiences that address real customer challenges and improve task success.
Set clear objectives and KPIs for content quality, conversational effectiveness, customer engagement, awareness, impressions, visits, and overall experience performance.
Create tools, guides, templates, and reusable patterns that empower the team to deliver scalable, high-quality content and conversational experiences.
Partner with Product, UX, Research, Engineering, and AI teams to ensure content and conversation design strategies support business goals, customer needs, and responsible AI experiences.