Sr Manager, Content Design

Job Responsibilities

• Lead a team of Content and Conversation Designers, providing feedback and coaching on career development, content creation, conversation design, and content strategy to drive the evolution of customer experiences across T-Mobile products.
• Establish a Content & Conversation Design team within an established organization.
• Influence and lead style guides, conversational principles, and design language to establish clear, consistent voice, tone, and personality aligned with the T-Mobile brand.
• Identify and champion the most efficient content and conversation design workflows while seeking opportunities to improve existing processes and collaboration across teams.
• Organize existing content and conversational assets, create guidelines for future experiences, and ensure consistency across channels, customer touchpoints, and AI interactions.
• Use human-centered design methods to design, craft, and test content and conversational experiences that address real customer challenges and improve task success.
• Create tools, guides, templates, and reusable patterns that empower the team to deliver scalable, high-quality content and conversational experiences.
• Partner with Product, UX, Research, Engineering, and AI teams to ensure content and conversation design strategies support business goals, customer needs, and responsible AI experiences.

Qualifications

• Bachelor's degree
• 4–7 years of experience in content design, conversation design, UX writing, or the development of content inventories, taxonomies, and content strategies.
• 2+ years of direct people management experience, including coaching and developing design talent.
• Experience collaborating with internal cross-functional partners to drive business and customer outcomes.
• Knowledge of design tools, technical software, and human-centered design, content design, conversation design, and research processes.
• Previous experience in product, technology, digital, or AI-enabled functions highly preferred.
• Experience leading content and/or conversation design teams working with product or business teams.
• Collaboration and cross-functional leadership skills.
• Knowledge, Skills and Abilities: Collaboration, Cross-Functional Project Management, Design Management, Design Strategy, Design Thinking, People Management, Prototyping, Talent Development, User Experience (UX), User Research.