Director of Product, Assisted Experiences

T-Mobile is in pursuit of exceptional talent to join our executive team. We’re committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

Job Overview
The Director of Product, Assisted Experiences will lead the strategy, backlog creation, and execution of building the future of frontline tools that directly impact T-Mobile’s customer-facing operations. This position is responsible for managing a diverse portfolio of tools and solutions used by customer care teams, retail agents, and support staff, ensuring they are empowered with the best possible technology to deliver exceptional service to customers. The Director will drive cross-functional collaboration across product, technology, and business teams to design and implement solutions that improve customer experience, operational efficiency, and service delivery.

As a key leader, the Director will oversee three distinct product journeys: Buy Journey, Serve Journey, and Enhance Journey, with a strong focus on creating seamless, integrated tools for frontline employees that bridge the Digital and physical world. The Director will work closely with senior leadership, product managers, engineering teams, and key business stakeholders to define the vision and roadmap for these critical product areas.

The Director will lead and manage a diverse team of product managers, from Sr. Managers to Associate Product Managers, providing mentorship, strategic direction, and operational oversight to ensure successful execution of product initiatives.

Job Responsibilities:

• Strategic Leadership: Define and drive the vision and roadmap for the frontline tools supporting the Buy, Serve, and Enhance Journeys, ensuring alignment with T-Mobile’s overall business objectives and customer experience goals. 

• Team Leadership & Development: Manage and mentor a team of Sr. Managers, Product Managers, and Associate Product Managers. Foster a culture of innovation, collaboration, and continuous improvement within the team. Guide team members in the development of high-quality products that meet business needs and improve customer satisfaction. 

• Cross-functional Collaboration: Work closely with cross-functional teams, including Engineering, Design, Operations, Sales, and Customer Care, to ensure the tools and experiences are well integrated and meet business objectives. Lead cross-functional discussions and drive alignment on priorities. 

• Product Roadmap and Execution: Own the product strategy and roadmap for frontline tools and experiences across the Buy, Serve, and Enhance Journeys. Ensure timely delivery of product features and updates, balancing customer needs with business priorities. 

• Customer-Centric Focus: Act as the voice of the customer by deeply understanding the needs of frontline teams and customers in assisted channels, incorporating customer feedback into product development, and ensuring the tools and systems are intuitive, efficient, and enhance the customer experience. 

• Performance Monitoring & Optimization: Set clear KPIs and success metrics for the products under your leadership. Regularly track and analyze product performance, user feedback, and system health to identify opportunities for optimization and continuous improvement. 

• Innovation & Market Trends: Stay ahead of industry trends and emerging technologies to bring innovative solutions to T-Mobile’s frontline operations. Leverage data-driven insights to evolve product offerings and improve employee and customer engagement. 

• Risk Management & Issue Resolution: Identify and mitigate risks to product delivery, quality, and user adoption. Proactively resolve issues that arise during the product lifecycle and ensure that products are delivered on time and meet performance standards. 

The Experience You’ll Bring

• More than 10 years Product Management experience in an agile software product development environment working on consumer facing products, preferably in a large consumer organization and with an advanced level understanding of AI-powered customer experiences.  

• 4-7 years’ experience managing teams of 5 or more Manager level direct reports with skip level employees in a Product Management organization.   

• 5+ years’ experience in a product management role overseeing frontline experiences and tools 

• Experience leading digital applications and successfully launching new products in the market at a large scale. 

• Background working with engineering and UX teams, a strong understanding of the role of both in product development. 

• Bachelor's Degree in Business, Computer Science, Marketing or Engineering (Required), MBA preferred  

• Build, lead, mentor, and inspire team(s); managing performance, goals, and development potential, create and foster an environment that values and promotes autonomy, skill mastery, empowerment, transparency, innovation, and learning. 

Enough about what you’ve done. Let’s talk about who you are.

• Assess the business impact of different solutions and the trade-offs between customer needs, technology requirements and costs 

• Strong communication and people skills 

• Listen and understand a variety of points of view balancing concerns with data for better decision making 

• Analytical problem solver; applies multiple technical solutions to application operational problems 

• Collaborative, yet influential 

• Flexible, self-starter, and comfortable working in a rapidly changing environment 

• Creative problem solver and solutions provider 

• Ability to prioritize multiple projects; detail oriented and organized 

 

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

Travel:
Travel Required (Yes/No): Yes

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

Base Pay Range: $185,600 - $251,000

Corporate Bonus Target: 25%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as qualifications and experience, so the actual starting pay will vary within this range. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.

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.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.