Product Manager, Technical – Enterprise Experience & Enablement

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Job Overview
T-Mobile’s IT Enablement organization is evolving the way enterprise technology changes are operationalized and supported across the business. This role sits at the center of that transformation.

As a Product Manager, Technical – Enterprise Experience & Enablement, you will serve as the operational readiness lead for high-visibility enterprise technology initiatives, partnering closely with Cybersecurity, IT Operations, Service Desk, and product delivery teams to ensure employees have the support experience they need when changes go live. You will bridge the gap between technical implementation and employee enablement by designing support models, coordinating release readiness activities, developing communications and documentation, and ensuring service organizations are prepared before changes impact the enterprise.

This role is ideal for someone who thrives in fast-moving, ambiguous environments and enjoys bringing clarity, structure, and operational excellence to highly cross-functional technical initiatives. Success in this role means employees can successfully self-serve, support teams are prepared from day one, and enterprise technology changes are delivered with minimal operational disruption.

WHAT MAKES THIS ROLE UNIQUE

This is not a traditional customer-facing product management role.

Instead, this role focuses on productizing the enterprise support experience — ensuring employees, support teams, and operational systems are fully prepared when technology changes occur across the organization.

You will work on highly visible enterprise initiatives that directly impact how thousands of employees interact with technology every day. The work is fast-paced, highly collaborative, and often reactive, especially when supporting Cybersecurity-driven initiatives where rapid operational response is critical.

This role offers the opportunity to:

• Influence how enterprise support experiences are designed and delivered
• Partner across a broad range of technical and operational organizations
• Help shape the future operating model for IT Enablement at T-Mobile
• Build scalable support and operational readiness capabilities across the enterprise
• Drive meaningful improvements in employee technology experience

SUCCESS IN THIS ROLE LOOKS LIKE

• Enterprise stakeholders are informed and operationally prepared ahead of technology changes
• Support organizations have the knowledge, workflows, and documentation needed to support employees effectively
• Employees can successfully self-serve and navigate changes with minimal friction
• Communications and enablement activities are delivered accurately and on time
• Cross-functional partnerships remain strong in highly dynamic and ambiguous environments
• Operational disruptions and unnecessary support escalations are minimized through proactive enablement

TEAM & CULTURE

This team operates in a highly collaborative, fast-moving environment supporting a broad range of enterprise technology initiatives. Team members work closely together, jump in to support one another, and value adaptability, partnership, and operational excellence.

The ideal candidate is someone who:

• enjoys solving ambiguous operational problems
• communicates effectively across technical and non-technical audiences
• stays calm under pressure
• builds strong relationships
• can bring structure and clarity to rapidly evolving situations

This role is best suited for someone who enjoys being a highly trusted operational partner and who takes pride in creating exceptional support and enablement experiences behind the scenes.

Job Responsibilities:

WHAT YOU’LL DO

Operational Readiness & Enablement

• Own operational readiness activities supporting enterprise technology releases and organizational change initiatives
• Partner with Cybersecurity, product, engineering, infrastructure, and support organizations to operationalize technical changes impacting employees
• Design and coordinate support readiness activities including documentation, communications, escalation paths, support workflows, and knowledge management
• Ensure support organizations are equipped to successfully assist employees when new tools, policies, or system changes are introduced

Cross-Functional Coordination

• Serve as the connective layer between technical delivery teams and operational support organizations
• Build strong stakeholder partnerships across highly matrixed enterprise environments
• Coordinate release readiness activities across multiple concurrent initiatives with competing priorities and shifting timelines
• Facilitate alignment between support readiness, technical implementation, and employee experience goals

Documentation & Communication

• Develop and maintain operational documentation, knowledge articles, onboarding resources, support guidance, and self-service content
• Create targeted communications for support teams and enterprise employee populations ahead of major technology changes
• Ensure support processes and employee-facing documentation are clear, actionable, and delivered at the appropriate time

Service & Support Experience

• Design support intake and operational support models that improve employee experience and reduce operational friction
• Evaluate support effectiveness post-launch and identify opportunities to improve self-service adoption, support readiness, and operational workflows
• Partner with support organizations to continuously optimize operational processes and employee support experiences

Technical & Operational Collaboration

• Participate in technical planning discussions to identify downstream operational impacts and support requirements
• Support operational workflow readiness across platforms such as ServiceNow and Microsoft 365
• Leverage AI-enabled tools and operational systems to improve documentation quality, knowledge accessibility, and support scalability

Education and Work Experience:

Required Qualifications

• Bachelor’s Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience
• 5+ years of experience in technical product management, enterprise enablement, technical business operations, operational readiness, business systems analysis, or related enterprise technology environments
• Experience coordinating cross-functional technical initiatives within large-scale enterprise organizations
• Strong written communication, documentation, and stakeholder management skills
• Experience working in fast-paced environments with evolving priorities and ambiguity
• Ability to translate technical change into operationally executable support processes and communications

Preferred Qualifications

• Experience supporting enterprise IT Operations, internal tooling, or employee technology environments
• Experience working with ServiceNow, ITSM processes, or operational support workflows
• Exposure to release readiness, support enablement, or enterprise operational change management
• Familiarity with Agile software delivery environments
• Experience supporting highly regulated or rapidly evolving operational environments
• Experience leveraging AI-enabled tools to support operational workflows, documentation, or support experiences

Knowledge, Skills and Abilities:

Required

Analytical Thinking - Ability to assess technical changes, identify potential downstream support impacts, and develop operational readiness plans that ensure successful employee adoption and support outcomes.

Backlog Management - Ability to manage multiple concurrent enablement activities, documentation deliverables, communications, and support readiness workstreams across competing enterprise priorities.

Customer-Focused - Demonstrates a strong employee experience mindset by

anticipating support needs, reducing friction, and ensuring employees can successfully navigate technology changes and self-service resources.

Product Management - Applies product management principles to operational readiness and support enablement initiatives, balancing stakeholder needs, business priorities, and service delivery requirements.

Product Requirements - Ability to gather, analyze, and translate technical and operational requirements into actionable support processes, documentation, communications, and readiness deliverables.

Product Specifications - Ability to document and communicate detailed operational support requirements, workflows, knowledge content, and employee-facing guidance needed to support technology releases.

Solution Architecture Design - Ability to understand technical solution designs and evaluate their operational support implications, ensuring support models, documentation, and readiness activities align with intended system behaviors.

Stakeholder Management - Builds strong partnerships across Cybersecurity, IT Operations, Service Desk, Engineering, Product, and business teams to drive alignment, communication, and successful release readiness outcomes.

Technical Design Documentation - Creates and maintains clear, accurate, and consumable technical and operational documentation, including knowledge articles, support procedures, communications, and employee enablement content.

Preferred

• ServiceNow / ITSM Platforms
• Knowledge Management
• Product Enablement
• Technical Writing
• Release Coordination
• Support Workflow Design
• Enterprise Change Enablement
• AI-Enabled Productivity Tools

• 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

Base Pay Range: $103,400 - $186,400

Corporate Bonus Target: 15%

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 work location, qualifications, and experience, so the actual starting pay will vary within this range.

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. 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. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ352983&paradox=1

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.