Aug 2025–PresentT-Mobile
Sr. Manager, Digital Content & Merchandising
Lead content and merchandising across consumer web and app experiences, including customer journeys through the UScellular transition.
OPERATIONS · PRODUCT · CUSTOMER EXPERIENCE · PEOPLE LEADERSHIP
Hi, I’m
Brad Highberger.
I turn complex needs into
clear, practical outcomes.
Across a 30-year career, I’ve worked in customer operations, technical support, workforce planning, vendor partnerships, product, and digital experience. For 18 years, I’ve led teams and cross-functional work that helps people move forward.
30 years in the workforce
Operations, product
& customer experience
& customer experience
Practical AI
& continuous learning
& continuous learning
18 years of leadership experience
THE PERSON BEHIND THE RÉSUMÉ
Curious by nature.
Grounded in experience.
I connect what customers need, what teams can deliver, and what a business is trying to accomplish.
I began in customer service and technical support. Those early conversations still shape how I lead: listen carefully, understand the problem from every angle, and make the next step clearer for the people doing the work and the people depending on it.
These days, I’m exploring AI-assisted coding, local AI, and workflow automation, alongside the everyday design choices that make technology easier to use.
Follow my career01 / Align
Give the work a clear direction.
Connect priorities to the customer, the team, and the larger goal so people understand what matters and can make good decisions.
02 / Enable
Create the conditions for action.
Remove avoidable friction, invite candid input, and make it safe to surface risks early so teams can solve problems together.
03 / Steward
Build capability that lasts.
Share credit, take responsibility, develop people, and balance immediate needs with the long-term health of the team and business.
EXPERIENCE
A career built from
the customer up.
Customer service. Technical support. Operations. Workforce planning. Vendor partnerships. Product. Digital experience. Each chapter has given me another perspective on the same question: how can we make this better?
Jul 2023–Aug 2025UScellular
Sr. Manager, Digital Content & Merchandising
Bringing content, analytics, customer feedback, and cross-functional delivery together to improve shopping and self-service experiences.
Apr 2021–Jul 2023UScellular
Sr. Manager, Digital Product Management
Owning web and app product strategy from discovery and roadmap planning through launch, adoption, and ongoing improvement.
Jul 2016–Apr 2021UScellular
Multi-Channel Solutions Manager
Connecting customer operations and technology: translating frontline needs into requirements, priorities, testing, and system improvements.
WRITING & IDEAS
Thinking out loud.
Learning as I go.
I write about AI, user experience, and the small observations that change how I think about technology.
USER EXPERIENCE · SUBSTACK
Design for the Window People Actually Use
Why the space someone gives an app deserves as much attention as the screen it runs on.
Read the essay AI & EVERYDAY LIFE · ESSAYI Automated My Life With AI. Then I Got Bored.
Why the goal of AI should be to automate friction, not the things that create discovery, enjoyment, and purpose.
Read the essay AI PRODUCT DESIGN · XToward a single persistent AI relationship.
A case for one continuous relationship with an assistant that handles its own tools, memory, and background work.
Read the postOUTSIDE OF WORK
There’s usually another
idea brewing.
Time with family, a good cup of black coffee, a walk, or a game I can get lost in. Those are some of the things that help me recharge. I enjoy music from the ’90s and early 2000s, trying new technology, and following a question just to see where it leads.
Learning is a constant. Sometimes that means a YouTube deep dive. Sometimes it means building a game. I also make time for books that sharpen how I lead and focus, like The Coaching Habit and Deep Work. And sometimes it means going back to school: I completed my bachelor’s degree in business in 2025.
LET’S STAY IN TOUCH
Always open to
a good conversation.
I’m especially interested in senior leadership conversations where customer experience, operations, teams, technology, and practical uses of AI need to move forward together.
Get in touch