Product Manager – Experience Management (XM)

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• Job Overview
• The Product Manager for T-Mobile's Experience Management (XM) program is a visionary, strategist, analyst, employee-experience evangelist, respected leader of execution, and professional relationship builder all rolled into a single dynamic package. XM is the product: a repeatable, measurable way for IT to connect what it does (incidents, changes, performance, support interactions) to what employees feel (sentiment) and what the business needs (productivity, reliability, confidence), rather than reporting on operational health alone. The Product Manager is ultimately accountable for XM end to end — the Experience Insight Release Train (Topic Intake through Directional Signal, Insight Brief, and XLA activation), the design and scoring of Experience Level Agreements (XLAs), and the XM Advisory Board (XMAB) governance loop that turns insight into funded, owned action. At a high level this means identifying the intersection of workforce experience problems, data/technical feasibility, business objectives, and the finite hours partner teams have committed, then leading a cross-functional set of stakeholders — EXE, PIE, ServiceNow, Cyber, ISAM, HR&WE, and others who do not report to this role — to deliver against a shared roadmap through influence rather than authority. The Product Manager is a "jack-of-all-trades" leveraging data fluency, quantitative ROI reasoning, and stakeholder leadership to ship decision-ready insights on a 2-4 week cadence and convert them into demonstrable productivity, cost-avoidance, and experience outcomes — not activity for its own sake. No day is the same for the Product Manager. Day to day activities or responsibilities include: running Experience Scans and writing Insight Briefs; maintaining the XLA Scorecard and story metrics; negotiating and tracking partner-team level-of-effort commitments; facilitating the XMAB insight-to-decision-to-action cadence; and defending the program's ROI story to senior stakeholders with rigor and transparency.

Job Responsibilities :

Vision, Strategy, and Analysis

• •Owns the Experience Management (XM) program end to end, including its capabilities and Experience Level Agreements (XLAs), with moderate to high complexity and scope. This includes creating, managing, maintaining and communicating the XM vision and roadmap.
• •Identifies target employee population(s) for existing or future XLAs and drives Experience Scans (sentiment plus operational data) to understand their needs.
• •Partners with business and internal partner teams (EXE, PIE, ServiceNow, Cyber, ISAM, HR&WE, PMT) to understand current employee experiences, identifies areas of opportunity.
• •Conducts analysis of quantitative and qualitative data to identify product innovation opportunities or root cause of issues, and assess opportunity size and impact. May work with data scientists to answer complex questions or identify meaningful insights from data.
• •Leverages Experience Scans, sentiment pulse surveys, and other rapid signal-gathering methods to inform direction and prioritize which topics advance through the Insight Release Train.
• •Conducts cost-benefit / ROI / NPV analysis and benchmarks against industry XM/XLA practices to support decision making, including scenarios where near-term economics are unfavorable.
• •Works with stakeholders and follows enterprise process to secure and maintain product funding.
• •Communicates, influences, and sells ideas at Director level and above, including VP and SVP sponsors. This includes regularly delivering program presentations and readouts.
• •Conducts specific ad hoc analysis and provides insights to management on request.
• •Recommends XLA scope, story metrics, and XMAB action plans to improve employee experience and drive or support measurable productivity gains.
• •Works with external vendors (e.g., HappySignals) to assess licensing, data-platform, and integration opportunities that support the XM data pipeline.
• •Develops and maintains current understanding of tech trends. Assesses how trends impact the roadmap or create opportunities for innovation of the product.

Employee Experience Evangelist

• •Leverages employee experience insights for XLA vision, strategy, roadmap, priorities.
• •Dedicates time with employees and partner teams, actively meeting with them to build deeper empathy and understand their needs and priorities.
• •Create, manage, foster an active sentiment / VOE (Voice of Employee) feed for themselves and team.
• •Actively looks for opportunities to delight or meet employees' unmet needs.
• •Evangelizes and advocates for the employee experience both internally (IC through C level), perpetuating the employee-first mindset.
• •Creates an environment and culture where the team is immersed in an employee-first mindset.
• •Tests ambition statements and XLA design with real employees (Experience Now surveys) to ensure the XLA reflects the desired experience. ​

Product Execution / Delivery

• •Translates XM strategy by writing detailed features and user stories consumable for Dev and data engineering teams building the XLA Scorecard, data pipelines, and HappySignals integrations. This work may include creation of prototypes and dashboard mockups.
• •Owns and manages the XM capability backlog and Experience Insight Release Train priorities (Gate 0 through Gate 3) with our business and technology partners. This typically spans multiple partner-team workstreams rather than a single 1-4 person Scrum team. Scopes and prioritizes activities based on business and employee-experience impact.
• •Collaborates with Architecture and Dev teams to ensure technical debt and long term technical investment is factored into roadmap.
• •Ensures existing production defects are factored into regular backlog prioritization for resolution based on priority.
• •Collaborates with stakeholders and Dev / Execution teams to create and communicate anticipated release schedule.
• •Generates and maintains the XLA Scorecard, Program Readout, and other dashboards and reports that track experience health, ROI, and success metrics.
• •Facilitates Program Readouts, XMAB Steering sessions, and Quarterly Business Reviews (QBR's).
• •Runs the sentiment-only XM on-ramp pilot program with early-adopter Tier 3 teams.
• •Supports partner teams (EXE, PIE, ServiceNow, ISAM, Cyber, HR&WE, PMT) with the XM program knowledge and documentation needed for capability adoption.
• •Assists with the overall execution relating to all aspects of the software development process, from defining the strategy and architecture through deployment and support.
• •Communicates technical challenges to stakeholders and makes educated trade-off decisions based on those challenges.
• •Accountable for product quality and performance in production environment. Accountable for product team response in event of critical or high impacting defect, including communications to stakeholders at all levels.
• •Manages development of adoption tools and training materials.
• •Identify execution, operational, organizational issues that impede product success. Drive improvement plan to change or resolve issues (within sphere of influence).
• •Facilitates the XM Advisory Board (XMAB) governance cadence — charter, partner RACI, and insight → decision → action tracking — and negotiates the level-of-effort (LOE) partner teams commit to XM capability delivery each quarter.

Relationship & People, Professional Development

Collaborates and develops positive working relationships with XM partner teams, including EXE, PIE, ServiceNo