Principal AI Product Experience Manager, Technical

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This is NOT a remote position. T-Mobile is a hybrid work environment requiring the successful candidate be in the office three (3) days per week. This position is open to candidates in Bellevue, WA or Frisco, TX only.

Job Overview The Principal AI Technical Product Experience Manager owns both the experience and the product for T-Mobile's network-native AI portfolio, from concept through commercial launch and post-GA iteration. This role is the experience evangelist and expert for the team, and at the same time a technical product owner accountable for strategy, roadmap, requirements, and end-to-end delivery of AI products that run on the network rather than on a single device. It sets the interaction paradigms that determine whether a customer trusts the experience then drives the cross-functional execution, with engineering, architecture, design, and go-to-market, that turns that experience into a shipped, scaled, revenue-generating product. The role operates as a peer to product, engineering and architecture, fluent enough in the platform, its APIs, and its constraints to write consumable features and user stories, make trade-off decisions, and own outcomes in production. Success is measured by adoption and conversion, task success and satisfaction in testing and production, the revenue and growth the products generate, and the degree to which experience and platform patterns built once get reused by every product the portfolio carries.

Job Responsibilities:

Vision & Strategy for AI Products

• Owns the product experience vision, strategy, and roadmap for network-native AI products, from concept through commercial launch and post-GA iteration, with the experience as a first-class part of the product
• Defines the interaction and trust paradigms for network-native AI: how the assistant announces itself, asks, confirms, escalates, and hands off to a person, and translates them into product requirements engineering can build
• Frames the trust model of disclosure, consent, explainability, and correction, so customers understand what the AI did and can override it
• Translates behavior-based personas and jobs to be done into a product and experience strategy the whole organization can rally around
• Sets and defends both the experience bar and the product KPIs in executive review, including for accessibility products in the portfolio
• Anticipates AI and competitive trends, assesses impact and opportunity to customer and product, and incorporates the analysis into product strategy and the roadmap
• Leverages rapid, hypothesis-driven testing and experiments (prototypes, A/B tests, pilots) to inform direction and prioritize investment
• Communicates, influences, and sells ideas at SVP, EVP, and C-level and below, including regularly delivering product, roadmap, and prototype presentations, and leads discussions with external partners on partnership and licensing opportunities

Customer & Experience Evangelist

• Is the experience evangelist and expert for the team: sets the customer-first mindset and champions the end-user experience internally, from individual contributor through C-level, and externally
• Leads customer discovery, generative and evaluative research, and validation for new AI products, and turns findings into personas, jobs-to-be-done, and prioritized problem statements the organization shares
• Defines the experience metrics that sit alongside the product KPIs: activation and completion rates, task success, effort, satisfaction, and where the experience breaks down
• Creates, manages, and fosters an active voice-of-customer feed for themselves and the team, and actively looks for opportunities to delight or meet unmet customer needs
• Uses AI to accelerate synthesis and prototyping: mining transcripts for themes, drafting requirements, and standing up testable prototypes quickly
• Tests ideas with real customers to ensure the product delivers the intended benefit before broad investment
• Creates an environment and culture where the team is immersed in a customer-first mindset
• Conducts user testing and iterates on the product based on customer feedback
• Leverages customer insights to shape product vision, strategy, roadmap, and priorities
• Evangelizes and advocates for the customer with partners and at industry forums, perpetuating the customer-first mindset beyond the team
• Advocates for customer needs throughout the full product development lifecycle

Technical Product Experience Ownership and Delivery

• Translates experience and product strategy into detailed features and user stories that engineering can consume, for the highest-complexity products spanning many transactions, touchpoints, and teams
• Owns the product across a device-agnostic surface, so the same network-native service works across smartphone, feature phone, web console, and voice-only
• Owns onboarding, activation, and configuration end to end, including any console or setup surface used to configure and monitor the product
• Owns and extends reusable product experience and interaction patterns so each new product inherits platform capability rather than reinventing it, compounding delivery speed
• Ensures accessibility standards including WCAG conformance are met, and accounts for deaf and hard-of-hearing use cases in the product
• Partners with other Product Owners, Technical Architects and engineering to ensure AI solutions are feasible, scalable, and performant, and reviews built work against the product and experience intent
• Collaborates with PM and Dev leaders to design and assemble effective Agile delivery teams, and works across internal and matrixed engineering teams to deliver on time and within scope
• Anticipates and communicates experience & technical challenges to stakeholders and makes educated trade-off decisions with the team
• Is accountable for product experience and performance in production, including the product and engineering response to critical or high-impact defects and communications to stakeholders at all levels, and manages development of adoption tools and training materials, and supports go-to-market activities as needed

Partnership, and Relationships

• Sets the bar by working alongside the team as a maker, not only by reviewing their work, and models the converged product, technical, and experience skill set the team is building toward
• Mentors product managers, designers, and researchers across the portfolio, helping each build depth in one discipline and range across the others
• Establishes the operating cadence: prioritization, handoff standards, and a research and delivery rhythm that keeps pace with the roadmap
• Builds relationships with Product, Engineering, Architecture, Data and AI, Brand, Legal, Accessibility, and go-to-market, and negotiates scope, priority, and resources across them
• Represents the experience direction to executives and, where appropriate, to partners and at industry forums
• Builds strong relationships with Product, Experience, IT, and Data and AI organizations
• Negotiates priorities and resources across multiple stakeholder groups
• Mentors junior product managers and designers and shares innovation best practices
• Collaborates and develops positive working relationships with many technical and non-technical teams, including sales, marketing, legal, go-to-market, finance, Dev, Architecture, and Engineering. Works with outside partners and other third parties.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Required Education:

• Design, Human-Computer Interaction, Human Factors, Computer Science, or related field, or equivalent portfolio and professional experience. Advanced degree preferred.

Preferred Education:

• Advanced degree

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Required Experience:

• More than 10 years product design experience with a portfolio of shipped products, including complex enterprise or multi-module software.
• 8+ years’ experience in hands-on interaction design, information architecture, and prototyping in an agile product development environment.
• 3+ years Leading or mentoring designers and researchers, and establishing design practice, process, or systems.

Preferred Experience:

• 2+ years Designing AI, conversational, or voice-first experiences.

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Required Knowledge, Skills, and Abilities

• Portfolio of Shipped Work: A body of work demonstrating end-to-end ownership from research through shipped experience, not concepts alone.
• Interaction Design: Mastery of interaction design for complex, multi-surface products.
• Information Architecture: Ability to model objects, tasks, and navigation for products that span many modules and legacy systems.
• Prototyping : Builds high-fidelity and functional prototypes fast enough to test direction before commitment, including AI-assisted prototyping.
• Design Research: Designs and runs generative and evaluative research, and converts findings into design decisions.
• Usability Testing: Plans, moderates, and interprets usability studies at a cadence that keeps pace with delivery.
• Design Systems: Establishes and governs component libraries, patterns, and standards that scale across multiple products.
• Design Thinking: Expertise in framing ambiguous problems, facilitating workshops, and hypothesis-driven development.
• Conversational and Voice Experience Design: Designs turn-taking, disclosure, confirmation, error recovery, and escalation for spoken and agentic interactions.
• AI Trust and Transparency Design: Designs the disclosure, consent, explainability, and correction patterns that let a customer understand and override what an AI did.
• Device-Agnostic Experience Design: Designs one service across smartphone, feature phone, web console, and voice-only surfaces without assuming a premium device.
• Accessibility: Working knowledge of WCAG conformance and assistive technology, including deaf and hard of hearing use cases.
• AI-Assisted Design Practice: Uses LLMs to accelerate research synthesis, requirements drafting, and prototyping, with judgment about where the output needs human correction.
• Customer Experience Management: Mastery level, industry leading understanding of customer experience.
• Product Management Partnership: Works as a peer to product management on strategy, requirements, and prioritization rather than receiving finished requirements.

Required Qualifications:

• Technology: Working understanding of platform technologies, APIs, and constraints, sufficient to design within them and to argue for changing them.
• Agile Methodologies: Proven success delivering design in Agile Scrum or SAFe environments across multiple teams.
• Collaboration: Ability to develop initiatives, features, and user stories that delivery teams can ingest.
• Communication: Proven ability to communicate and persuade with leadership, technical, and non-technical audiences.
• Executive Presence: Presents and defends experience direction to SVP, EVP, and C-level, and holds a position under challenge.
• Coaching and Mentorship: Develops designers and researchers and raises the craft bar across a practice.

Preferred Qualifications:

• Modernizing Mature Software: Experience reframing an established product around how customers actually work, and sequencing modernization without stalling delivery.
• Business Analysis: Ability to identify, analyze, and synthesize product usage data and use the data to drive design decisions.
• Innovation Methodology: Expertise in lean startup methodology and rapid experimentation.

#LI-Corporate

• At least 18 years of age
• Legally authorized to work in the United States

Travel: Travel Required (Yes/No):

DOT Regulated: DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No

Total Target Cash Earnings Opportunity: $167,640 - $302,400

National Base Pay Range: $139,700 - $252,000

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ367917&paradox=1

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

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