Brightspeed
Entertainment ValueAdd Services Product Manager
Brightspeed, Charlotte, North Carolina, United States, 28245
We are looking for an Entertainment Value-Add Services Product Manager to join our growing team! In this role, you will own the strategy, roadmap, and in-market performance of Brightspeed’s entertainment offerings. This includes gaming performance features (e.g. low-latency optimization), partnerships with gaming platforms and peripherals, streaming app bundles and perks, and music subscriptions. You will translate market and customer insights into a prioritized backlog and lead cross-functional delivery to drive attach rate, ARPU, engagement, retention, and NPS—while reducing support costs.
In this position, you will deliver a simple, delightful entertainment layer on top of Brightspeed Internet: easy to discover, buy, activate, and enjoy; optimized for quality, latency, and transparency, creating measurable value for customers and the business.
Product Strategy & Roadmap
Define the vision, north-star metrics, and 12–18-month roadmap for entertainment VAS
Build business cases for new gaming, streaming, and music offers; size impact, cost, and sequencing
Maintain competitive and partner landscape intelligence
Backlog Ownership & Delivery
Own backlog across catalog/entitlements, activation/linking, in-app/account UX, billing/proration, and QoE features
Write clear problem statements and acceptance criteria; lead agile sprints with Engineering, Digital, and CX teams
Launch features via flags and A/B tests with KPI baselines
Pricing, Packaging & Merchandising
Partner with Pricing/Finance on ARPU ladder, trials, lifecycle pricing, and next-best-offer logic
Coordinate merchandising across PDPs, configurators, checkout, and account surfaces
Ensure ethical UX and clear disclosures
Experience & Enablement
Drive setup/activation flows, account linking, device/app distribution, and proactive health checks
Collaborate with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and support
Define QoE targets and guided self-fix patterns
Data, AI & Insights
Use funnel analytics, session replay, VoC/VoA, and QoE telemetry to prioritize work
Publish product health dashboards and leverage AI for recommendations, anomaly detection, and agent-assist
Partner & Vendor Management
Source and manage partners across gaming, streaming, and music ecosystems
Negotiate SLAs, privacy/data terms, co-marketing funds, and joint roadmaps
Channel & Journey Orchestration
Collaborate with CX Factory and E-commerce on personalization and content merchandising
Align with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement.
Integrate entertainment moments across customer journeys
Governance & Ways of Working
Contribute to enterprise top-20 slate; manage dependencies and risks
Participate in bi-weekly reviews, monthly health readouts, and quarterly roadmap resets
Own the “what/why” and acceptance criteria; share accountability for outcomes
12-Month Outcome Targets Examples
Attach/Adoption: +20–35% entertainment attach across prioritized segments; ≥95% account link success
ARPU: +$3–$6 net from entertainment bundles/perks
QoE: −30–50% buffering; −20–30% video start time; −10–20% gaming latency/jitter
Engagement: +25–40% monthly active entertainment users
Retention/CX: −10–20% churn among adopters; −15–25% entertainment-related support contacts; +8–12 NPS points
Key Performance Indicators (KPIs)
Attach rate by channel/segment
ARPU/ARPA lift
Checkout and in-account upsell CVR
Activation/link success & time-to-value
Monthly active use and session frequency
QoE metrics (startup time, buffering ratio, bitrate), gaming latency/jitter
Support contact & containment rate
NPS/CSAT for entertainment VAS
Churn/save deltas
Program ROI
Qualifications:
7+ years in product management across ISP/telecom, gaming, music, or entertainment app ecosystems
Proven backlog ownership and agile delivery with cross-functional teams
Strong commercial and analytical skills; SQL/BI experience a plus
Experience with catalog/entitlements, identity/SSO, billing/proration, QoE telemetry, and device/app ecosystems
Familiarity with AI/automation for recommendations, anomaly detection, and agent-assist
WHAT IT TAKES TO CATCH OUR EYE:
7+ years in product management across ISP/telecom, gaming, music, or entertainment app ecosystems
Proven backlog ownership and agile delivery with cross-functional teams
Strong commercial and analytical skills; SQL/BI experience a plus
Experience with catalog/entitlements, identity/SSO, billing/proration, QoE telemetry, and device/app ecosystems
Familiarity with AI/automation for recommendations, anomaly detection, and agent-assist
Competencies:
Customer-obsessed
Entertainment/gaming savvy
Data- and AI-informed
Systems thinker who simplifies
Bias for action
Collaborative, low-ego
High ownership and follow-through
Tools & Platforms:
Jira/Azure DevOps, Confluence
GA4/Adobe Analytics, Looker/Tableau/Power BI
Feature flags & A/B testing platforms
CMS/PIM & catalog/entitlements systems
CRM/CS platforms, agent-assist/gen-AI
QoE telemetry, CDN/peering analytics
Additional Information 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.
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 through physical, 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 belonging are at the center of our grounding belief in Being Real.
Why join us? We aspire to contemporary ways of working.
Privacy Notices
Brightspeed’s Privacy Notice for California Residents
Brightspeed’s Privacy Notice
#J-18808-Ljbffr
In this position, you will deliver a simple, delightful entertainment layer on top of Brightspeed Internet: easy to discover, buy, activate, and enjoy; optimized for quality, latency, and transparency, creating measurable value for customers and the business.
Product Strategy & Roadmap
Define the vision, north-star metrics, and 12–18-month roadmap for entertainment VAS
Build business cases for new gaming, streaming, and music offers; size impact, cost, and sequencing
Maintain competitive and partner landscape intelligence
Backlog Ownership & Delivery
Own backlog across catalog/entitlements, activation/linking, in-app/account UX, billing/proration, and QoE features
Write clear problem statements and acceptance criteria; lead agile sprints with Engineering, Digital, and CX teams
Launch features via flags and A/B tests with KPI baselines
Pricing, Packaging & Merchandising
Partner with Pricing/Finance on ARPU ladder, trials, lifecycle pricing, and next-best-offer logic
Coordinate merchandising across PDPs, configurators, checkout, and account surfaces
Ensure ethical UX and clear disclosures
Experience & Enablement
Drive setup/activation flows, account linking, device/app distribution, and proactive health checks
Collaborate with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and support
Define QoE targets and guided self-fix patterns
Data, AI & Insights
Use funnel analytics, session replay, VoC/VoA, and QoE telemetry to prioritize work
Publish product health dashboards and leverage AI for recommendations, anomaly detection, and agent-assist
Partner & Vendor Management
Source and manage partners across gaming, streaming, and music ecosystems
Negotiate SLAs, privacy/data terms, co-marketing funds, and joint roadmaps
Channel & Journey Orchestration
Collaborate with CX Factory and E-commerce on personalization and content merchandising
Align with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement.
Integrate entertainment moments across customer journeys
Governance & Ways of Working
Contribute to enterprise top-20 slate; manage dependencies and risks
Participate in bi-weekly reviews, monthly health readouts, and quarterly roadmap resets
Own the “what/why” and acceptance criteria; share accountability for outcomes
12-Month Outcome Targets Examples
Attach/Adoption: +20–35% entertainment attach across prioritized segments; ≥95% account link success
ARPU: +$3–$6 net from entertainment bundles/perks
QoE: −30–50% buffering; −20–30% video start time; −10–20% gaming latency/jitter
Engagement: +25–40% monthly active entertainment users
Retention/CX: −10–20% churn among adopters; −15–25% entertainment-related support contacts; +8–12 NPS points
Key Performance Indicators (KPIs)
Attach rate by channel/segment
ARPU/ARPA lift
Checkout and in-account upsell CVR
Activation/link success & time-to-value
Monthly active use and session frequency
QoE metrics (startup time, buffering ratio, bitrate), gaming latency/jitter
Support contact & containment rate
NPS/CSAT for entertainment VAS
Churn/save deltas
Program ROI
Qualifications:
7+ years in product management across ISP/telecom, gaming, music, or entertainment app ecosystems
Proven backlog ownership and agile delivery with cross-functional teams
Strong commercial and analytical skills; SQL/BI experience a plus
Experience with catalog/entitlements, identity/SSO, billing/proration, QoE telemetry, and device/app ecosystems
Familiarity with AI/automation for recommendations, anomaly detection, and agent-assist
WHAT IT TAKES TO CATCH OUR EYE:
7+ years in product management across ISP/telecom, gaming, music, or entertainment app ecosystems
Proven backlog ownership and agile delivery with cross-functional teams
Strong commercial and analytical skills; SQL/BI experience a plus
Experience with catalog/entitlements, identity/SSO, billing/proration, QoE telemetry, and device/app ecosystems
Familiarity with AI/automation for recommendations, anomaly detection, and agent-assist
Competencies:
Customer-obsessed
Entertainment/gaming savvy
Data- and AI-informed
Systems thinker who simplifies
Bias for action
Collaborative, low-ego
High ownership and follow-through
Tools & Platforms:
Jira/Azure DevOps, Confluence
GA4/Adobe Analytics, Looker/Tableau/Power BI
Feature flags & A/B testing platforms
CMS/PIM & catalog/entitlements systems
CRM/CS platforms, agent-assist/gen-AI
QoE telemetry, CDN/peering analytics
Additional Information 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.
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 through physical, 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 belonging are at the center of our grounding belief in Being Real.
Why join us? We aspire to contemporary ways of working.
Privacy Notices
Brightspeed’s Privacy Notice for California Residents
Brightspeed’s Privacy Notice
#J-18808-Ljbffr