Senior Manager, Content & Conversation Design for AI UX

T-MOBILE USA, Inc.; Herndon (VA); On-site; USD 137,000 - 247,000; Full time

Job summary

T-Mobile USA, Inc. is seeking a Senior Manager of Content and Conversation Design to lead a team shaping content strategies across its digital ecosystem.

You will build scalable, human-centered experiences and align content with AI-driven interactions, driving measurable customer and business impact. As a systems thinker, you will grow teams, establish design practices, and partner with Product, UX, Research, Engineering, and AI teams to deliver high-quality, brand-consistent experiences at

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.

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.
• Drive content and conversation design guidelines and best practices to build deep connections and trust with customers by delivering cohesive product narratives and conversational experiences across digital and AI-powered products.
• 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.
• Set clear objectives and KPIs for content quality, conversational effectiveness, customer engagement, awareness, impressions, visits, and overall experience performance.
• 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.

Skills

Content design

Conversation design

UX writing

Content inventories

Taxonomies

Content strategies

People management

Cross-functional collaboration

Design thinking

Education

Bachelor’s degree

Job description

T-Mobile USA, Inc. is seeking a Senior Manager of Content and Conversation Design to lead a team shaping content strategies across its digital ecosystem.

You will build scalable, human-centered experiences and align content with AI-driven interactions, driving measurable customer and business impact. As a systems thinker, you will grow teams, establish design practices, and partner with Product, UX, Research, Engineering, and AI teams to deliver high-quality, brand-consistent experiences at