Sr Product Manager, Device Services

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This Sr Product Manager role focuses on overseeing the expanding portfolio of device-related products, primarily enabled by systems, such as financing, trade, early upgrade, and same-day delivery, with an expectation for future expansion. The Sr Product Manager is responsible for understanding the end-to-end experience of assigned products and a high-level understanding of the platforms and systems enabling the product. This knowledge is then used to support business partners and system partners to resolve product issues, build product improvements, and identify/solve performance concerns. Overall, the Sr Product Manager for Device Services at T-Mobile plays a critical, multifaceted role combining strategic vision, customer advocacy, technical collaboration, and operational leadership to deliver device-related product solutions that drive business success and enhance customer experiences.

Responsibilities:

Product Ownership of Operations-

The Sr Product Manager owns the cross-platform device service solutions, ensuring the customer experience aligns with the intended design. Responsibilities include creating and managing product vision, feature roadmaps, product requirements, and readiness for business support. The role involves partnering with business units, stakeholders, and leadership to identify opportunities for improving customer experience through analysis of both quantitative and qualitative data. This analysis supports innovation, root cause identification, and opportunity assessment. The Sr Product Manager also conducts cost-benefit and competitive analyses to aid decision-making.

The Sr Product Manager is responsible for understand, at a high-level, the system design of the product within T-Mobile Platforms.  Responsibilities include routinely analyzing key performance metrics for assigned products identifying trends which could be indicators of customer pain points or revenue leaks.  Sr Product Manager will build relationships with reporting resources to research anomalies and then also build relationships with IT Platform owners to drive resolution of detected issues. Operations also includes creating customer scenarios for testing in production to ensure, after each system release, customer experiences continue to operate as intended.  Issues are then driven to closure on a timely basis to ensure T-Mobiles Customer First brand is maintained.

Product Ownership of Enhancements-

The position involves translating requests from marketing, consumer, or business into a product construct which delivers the needed feature set to attain financial forecasts.  The Sr Product Manager will be able to interpret the needs of the business and translate into detailed Product Requirements which can then be reviewed and edited by key cross-functional stakeholders. The Sr Product Manager scopes and prioritizes activities based on business and customer impact, collaborates with architecture and development teams to manage technical debt and long-term investments, and ensures production defects are prioritized for resolution. Other interactions with IT include detailed analysis of product requirements optimizing as needed to minimize costs and deliver with speed.  Additionally, the Sr Product Manager will review system designs, participate in developer reviews answering questions, execute change requests as needed and approve test strategy ensuring comprehensive quality assurance.

As an enhancement nears completion the Sr Product Manager will pivot to partnering with marketing, consumer, and digital teams to ensure marketing message is accurate given final product design, consumer and business training aligns with design, and digital Journey BOT can quickly assist customers with questions.

Additional Responsibilities:

This position uniquely leads the Product Portfolio and Demand Management team’s IT Capital Prioritization framework which includes providing routine updates to Director-level and above regarding IT Projects which impact PP&DM products, venue for vetting new projects, training within the PP&DM team on managing a project through the Enterprise Prioritization process, and prepares the PP&DM VP to advocate for our projects within the larger Marketing organization.

Qualifications:

• 7+ years of relevant Product Management experience in an agile software product development environment. Advanced level underst