Customer Experience Join Journey Manager

Company Description At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. Backed by funds managed by Apollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience. Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none. Check us out on the web! Job Description We're seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Managerto lead the Join (Learn & Buy) experience rom service eligibility and plan selection through checkout, appointment scheduling, and handoff to install. You will be critical to delivering a frictionless buying experience that drives higher conversion, lower CPGA, fewer pre-install cancels, and stronger early-tenure satisfaction. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels. Your work will directly impact qualified traffic, quote-to-order conversion, appointment set rates, and early NPS. As aCustomer Experience Join Journey Manager, your duties and responsibilities will include: Journey Strategy & Roadmap Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels) Build a 12-18-month roadmap across eligibility, offer clarity, checkout optimization, appointment scheduling, and sales routing Backlog Ownership & Delivery Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage) Lead agile ceremonies and iterative delivery with Design, Engineering, E-commerce, Sales Ops, and Care Run A/B tests, pilots, and feature flags-including AI-powered features-with clear success criteria Customer & Data Insight Use VoC/VoA, web/app analytics, session replays, IVR telemetry, and operational logs to diagnose friction Build dashboards for LQSsales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals Partner with Data/ML to deploy propensity models and early cancel-risk detection Cross-Functional Collaboration Partner with E-commerce on experimentation, content/UX, and conversion guardrails Align with Marketing (SEO/SEM, retargeting), Sales (scripts, SPIFs), IT (catalog, payments), and Field Ops (capacity windows) Drive enablement: AI-informed scripts, seller training, knowledge articles, and compliance updates Governance & Impact Set OKRs and publish bi-weekly progress updates Tie improvements to business value (conversion, CPGA, cancels, ROAS) and validate via control/readouts Qualifications WHAT IT TAKES TO CATCH OUR EYE: 6+ years in product, CX, e-commerce, or sales journey ownership with proven funnel optimization Strong fluency in funnel analytics, experimentation, and conversational/IVR analytics; SQL/BI a plus Experience deploying AI/automation in buyer and agent workflows Proven cross-functional leadership and crisp communication skills CORE COMPETENCIES: Customer-obsessed Commercially savvy Data- & AI-informed Systems thinker Bias for action Collaborative Change leader TOOLS YOU'LL USE: GA4/Adobe Looker/Tableau Feature flags/A-B platforms CMS/PIM & offer engines Checkout & payments Agent-assist/gen-AI IVR/chat orchestration RPA/workflow automation Session replay SEO/SEM toolset 12-MONTH OUTCOME TARGETS EXAMPLES: Qualified Order Conversion:+15-25% overall; +25-40% in under-penetrated segments CPGA:-10-20% via funnel gains and channel mix Pre-Install Cancels:-20-30% through better expectation-setting, scheduling, and save-on-pending flows Appointment Set & Kept:+10-15% set; +5-10% kept via capacity alignment and reminders Early-Tenure NPS (30 days):+8-12 pts CORE KPIs: Top-of-funnel LQS Eligibility pass rate QuoteOrder CVR Checkout drop-off Payment/credit pass rate Time-to-complete % eligible calls/chats routed to sales IVR/chat containment to seller Appointment set/kept Misqualification rate Disclosure compliance Fraud/spam deflection Sales per 100 OFS Pre-install cancel rate CPGA First-30-day NPS #LI-RW1 Additional Information WHY JOIN US? We aspire to contemporary ways of working. Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be. We offer competitive compensation and comprehensive benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. Inclusion and belongingare at the center of our grounding belief inBeing Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve. Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process. For all applicants, please take a moment to review our Privacy Notices: Brightspeed's Privacy Notice for California Residents Brightspeed's Privacy Notice