Product Manager – Trade-in Programs - T-Mobile USA - Bellevue, WA
(2020-01 - 2023-12)
Owned device trade-in programs across omnichannel operations (Retail, Customer Care, Digital, Enterprise, Government); drove product strategy, technical management, and seamless experiences – while supporting Device Financing and Upgrade initiatives.
- Delivered $100M+ in annual business benefits with 20%+ YoY growth; enabled $50M+ yearly promotional funding, expanded customer acquisition pools, and supported more aggressive marketing strategies.
- Acted as Product SME and primary vendor liaison; led cross-functional operational projects for major process/UX improvements while managing technical systems, reporting, and daily execution.
- Led $65M+ enterprise-wide trade-in program transformation post-T-Mobile/Sprint merger; redesigned end-to-end customer experience across all channels, delivering significantly enhanced UX and redefining product strategy. Owned full project lifecycle from concept development to post-production testing.
- Developed and enhanced core operational processes and foundational documentation; led monthly/quarterly KPI reporting and executive-level communications across business, technical, and leadership audiences.
- Managed full vendor lifecycle (contracts, monitoring, reporting, invoicing); collaborated on technical integrations and development to drive measurable gains in product performance and operational efficiency.
Associate Product Manager – Product Operations - T-Mobile USA - Bellevue, WA
(2017-01 - 2020-12)
Led operations for Trade-in, Upgrading and Financing products; served as primary POC for technical capabilities, product documentation, user requirements, and omni channel customer experiences.
- Built and championed Voice of Customer programs; established multiple feedback channels to drive data-informed product decisions and enhancements.
- Owned product backlogs across cross-functional teams; balanced conflicting priorities to launch critical, utilization-boosting features that reduced operational impacts.
- Led systems monitoring and performance optimization across 3 reverse logistics warehouses: improved monitoring, SLAs, and escalation processes to minimize outage impacts and boost reliability.
Product Champion - T-Mobile USA - Bellevue, WA
(2017-01 - 2017-12)
Recruited as retail expert to support Product & Technical teams; Specialized in E2E customer notifications.
- Created foundational product documentation by validating/consolidating system experience flows using SharePoint and Visio, establishing clear reference for cross-functional teams.
- Owned E2E product testing in Agile environments; developed vendor-integrated processes, monitored performance iteratively, and drove rapid defect ID/resolution/reporting for optimized quality and efficiency.
Retail Sales Specialist - T-Mobile Hawaii, Oregon, Washington - Hawaii, Oregon, Washington
(2005-01 - 2017-12)
- Team-lead responsible for daily store operations, merchandizing, inventory management, and onboarding.
- Recruited to develop and launch the first T-Mobile Concept Experience Store from the ground up.
