Welcome to the exciting world of Product & Technology!
We manage the products that help our customers purchase the devices and accessories they love. These products include Installment Billing, Leasing, and Trade-In of used devices. We constantly review the customer's journey to understand their experience and enhance our products to best fit their needs.
Managing a product means partnering across the organization to review performance metrics, be the expert on expected Frontline and customer experience, and lead resolution of unexpected experiences surfaced by our customer facing teams. You will partner with Product Marketing to plan product improvements and lead deployment to our customer facing teams. We are looking for product managers who are self-starters and will live the Un-carrier brand, discarding the status quo and acting as an advocate for our customers!
What you'll do in your role.
WHAT YOU'LL DO IN YOUR ROLE.
A Sr Product Manager is responsible for executing the vision, design, and roadmap for complex products within Enterprise Payments portfolio. You will drive to a deep understanding of the product's customer and representative experiences along with high-level understanding of underlying architecture and systems. This position reports to the Sr Manager of Payments Products and is considered the overall product expert for Payments at T-Mobile.
Strategy, Vision, Analysis
Owns product end-to-end including enhancing, managing, fixing, and communicating performance to leadership and key stakeholders.
Partners with internal/external stakeholders to understand current customer experiences, identify needed enhancements, and drive teams to execute improvements.
Conducts analysis of quantitative and qualitative data to identify product innovation opportunities or root cause of issues and assess opportunity size and impact.
Anticipates industry trends, direction, innovation, analyses potential impacts or opportunities to customer/product, and incorporates analyses into product process.
Communicates, influences, and sells ideas at VP level and below. This includes regularly delivering product presentations.
Influences product feature set and positioning strategies to improve customer experience, and drive or support growth.
Works with external third parties to assess partnerships and licensing opportunities.
Dedicate time to actively listen to customers either by being in our Retail environment, listening to Care calls, or reviewing online feedback. Hear their concerns to build deeper empathy and prioritize product enhancements to address their biggest needs.
Product Execution / Delivery
Supports sales, marketing, and other stakeholder teams with the necessary product knowledge and additional documentation.
Listen to Frontline feedback and take ownership for surfaced customer issues, engaging needed resources for resolution, and communicating status/resolution to key stakeholders, leadership and back to Frontline
Maintain product ensuring any needed tasks, system scripts, table updates, etc are occurring on a timely basis.
Own and manage requested product changes and drive prioritization for funding and ultimate resolution.
Develop suite of test cases that tests ongoing product resiliency, execute cases routinely to identify previously unknown design gaps or impacts from recent releases.
Generate routine reporting reading out on product health and success metrics ensuring leadership and key stakeholder are continually alerted to product performance.
Determine H.E.A.R.T metrics for your product(s), set high performance goals, partner with data teams to continually assess actual performance against goal.
Recognizes and communicates technical challenges to stakeholders and makes educated trade-off decisions with the team.
Manages interaction with Go-To-Market team to ensure accurate content and visuals for Care and Retail training.
Relationship & People, Professional Development
Collaborates and develops positive working relationships with many teams, including sales, commercial accounting, marketing, legal, go-to-market, and finance. Also builds and maintains relationships with existing & prospective payment industry partners.
Develops positive working relationships with Customer groups or Customer Representatives.
Maintains professional knowledge by attending educational workshops; reviews professional publications; establishes personal networks; participates in professional societies.
Develops adoption tools and training material.
The experience you'll bring.
THE EXPERIENCE YOU'LL BRING.
7+ years of relevant Payments product or industry experience. Advanced level understanding of payment processing, industry products, metrics & customer payment trends.
7+ years of relevant Product Management experience. Advanced level understanding of customer experience. Prefer experience in an agile software product development environment
Proven success delivering product improvements by managing multiple technical resources towards a common goal.
Strong presentation and communication skills with the ability to concisely describe problems and communicate to developer, leadership, and key stakeholders proposed solutions.
Strong time management skills with the ability to move multiple projects forward simultaneously and with speed.
Prefer experience with JIRA-Align backlog/project management tools.
Proven ability to effectively and efficiently communicate with Leadership, while employing a high degree of collaboration and influence.
Strong analytical skills with demonstrated ability to identify/analyze/synthesize product use data and use the data to drive decisions.
Bachelor's Degree or equivalent experience.
Must be able to communicate with others effectively through written communication methods.
Must be able to communicate (talking, hearing, etc.) with others effectively through oral communication methods
This position requires working with a computer (keyboard/mouse), telephone, and/or calculator; or, other repetitive use of hands.
Travel: May require up to 10% of domestic overnight travel to interact with vendors or satellite T-Mobile offices.