Brightspeed
Connectivity ValueAdd Services Product Manager
Brightspeed, Charlotte, North Carolina, United States, 28245
Job Description
We are looking for a Connectivity 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 connectivity-related add-ons. This includes whole-home Wi‑Fi and mesh/extenders, network and device security (e.g., parental controls, malware/phishing protection), device protection and extended warranties, cloud backup, and connectivity continuity (e.g., LTE/5G failover). You will translate customer and market insights into a prioritized backlog and lead cross‑functional delivery to drive ARPU, adoption, retention, and NPS—while reducing support costs.
In this position, you will deliver a trusted suite of add‑ons that will make Brightspeed Internet safer, more reliable, and more useful—simple to discover, buy, set up, and manage—driving measurable value for customers and the business.
As a Connectivity Value-Add Services Product Manager, your duties and responsibilities will include: Product Strategy & Roadmap:
Define the vision, north-star metrics, and 12–18-month roadmap for connectivity VAS
Build business cases for new offers and vendor solutions, size impact, cost, and sequencing
Maintain competitive intelligence across cable, fiber, FWA, and security suites
Backlog Ownership & Delivery:
Own backlog across packaging, catalog/entitlements, activation, in-app/account experiences, and support workflows
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, bundles, and promo rules.
Define next-best-offer logic and lifecycle pricing (intro → evergreen → price-up guardrails)
Coordinate merchandising across PDPs, configurators, checkout, and account surfaces
Ensure ethical UX and clear disclosures
Experience & Enablement:
Drive setup/activation flows, guided install, and proactive health checks
Define secure defaults and transparent controls for parents and privacy‑minded users
Partner with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and support
Data, AI & Insights:
Use telemetry (Wi‑Fi performance, security events), funnel analytics, session replay, and VoC/VoA to prioritize work
Publish product health dashboards and leverage AI for recommendations, threat detection, and agent‑assist
Partner & Vendor Management:
Source and manage VAS partners across security, backup, mesh hardware, and failover
Negotiate SLAs, privacy/security terms, and roadmap alignment; run joint experiments and QBRs
Channel & Journey Orchestration:
Collaborate with CX Factory and E-commerce on experimentation and upsell surfaces
Coordinate with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement
Integrate VAS moments across customer journeys (Join, Get/Install, Enjoy, Help/Leave)
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:
+15–30% across prioritized segments; +25–40% attach at new‑customer checkout
ARPU:
+$2–$5 net from VAS attach and bundle mix
Experience:
−15–25% Wi‑Fi/performance‑related repeat contacts; +8–12 pts NPS among VAS users
Security/Backup Engagement:
+20–30% monthly active rate; ≥90% threat blocks/alerts resolved
Retention:
−10–20% churn among VAS adopters; +5–10 pts save‑rate when VAS included in offers
Key Performance Indicators (KPIs):
Attach rate by channel/segment
Bundle mix and ARPU/ARPA lift
Checkout and in‑account upsell CVR
Activation success and time‑to‑value
Monthly active use/engagement
Wi‑Fi satisfaction and performance metrics
Security/backup event resolution
Support contact rate and containment
NPS/CSAT for VAS users
Churn/save deltas and program ROI
Qualifications
7+ years in product management for ISP/telecom, cybersecurity/backup, or adjacent subscription services
Proven backlog ownership and agile delivery with cross‑functional teams
Strong commercial and analytical skills; SQL/BI experience a plus
Experience with catalog/entitlements, provisioning/billing, and CPE/app integration
Familiarity with privacy/security standards and AI/automation use cases
Additional Information WHY JOIN US? We aspire to contemporary ways of working.
We offer competitive compensation and comprehensive benefits.
Inclusion and belonging
_
are at the center of our grounding belief in Being Real .
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high‑quality internet, because we believe doing so promotes equity in 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.
#J-18808-Ljbffr
In this position, you will deliver a trusted suite of add‑ons that will make Brightspeed Internet safer, more reliable, and more useful—simple to discover, buy, set up, and manage—driving measurable value for customers and the business.
As a Connectivity Value-Add Services Product Manager, your duties and responsibilities will include: Product Strategy & Roadmap:
Define the vision, north-star metrics, and 12–18-month roadmap for connectivity VAS
Build business cases for new offers and vendor solutions, size impact, cost, and sequencing
Maintain competitive intelligence across cable, fiber, FWA, and security suites
Backlog Ownership & Delivery:
Own backlog across packaging, catalog/entitlements, activation, in-app/account experiences, and support workflows
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, bundles, and promo rules.
Define next-best-offer logic and lifecycle pricing (intro → evergreen → price-up guardrails)
Coordinate merchandising across PDPs, configurators, checkout, and account surfaces
Ensure ethical UX and clear disclosures
Experience & Enablement:
Drive setup/activation flows, guided install, and proactive health checks
Define secure defaults and transparent controls for parents and privacy‑minded users
Partner with Call Center Ops on scripts, routing, QA, and incentives for VAS sales and support
Data, AI & Insights:
Use telemetry (Wi‑Fi performance, security events), funnel analytics, session replay, and VoC/VoA to prioritize work
Publish product health dashboards and leverage AI for recommendations, threat detection, and agent‑assist
Partner & Vendor Management:
Source and manage VAS partners across security, backup, mesh hardware, and failover
Negotiate SLAs, privacy/security terms, and roadmap alignment; run joint experiments and QBRs
Channel & Journey Orchestration:
Collaborate with CX Factory and E-commerce on experimentation and upsell surfaces
Coordinate with Sales, Indirect, and MDU channels on offers, SPIFs, and enablement
Integrate VAS moments across customer journeys (Join, Get/Install, Enjoy, Help/Leave)
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:
+15–30% across prioritized segments; +25–40% attach at new‑customer checkout
ARPU:
+$2–$5 net from VAS attach and bundle mix
Experience:
−15–25% Wi‑Fi/performance‑related repeat contacts; +8–12 pts NPS among VAS users
Security/Backup Engagement:
+20–30% monthly active rate; ≥90% threat blocks/alerts resolved
Retention:
−10–20% churn among VAS adopters; +5–10 pts save‑rate when VAS included in offers
Key Performance Indicators (KPIs):
Attach rate by channel/segment
Bundle mix and ARPU/ARPA lift
Checkout and in‑account upsell CVR
Activation success and time‑to‑value
Monthly active use/engagement
Wi‑Fi satisfaction and performance metrics
Security/backup event resolution
Support contact rate and containment
NPS/CSAT for VAS users
Churn/save deltas and program ROI
Qualifications
7+ years in product management for ISP/telecom, cybersecurity/backup, or adjacent subscription services
Proven backlog ownership and agile delivery with cross‑functional teams
Strong commercial and analytical skills; SQL/BI experience a plus
Experience with catalog/entitlements, provisioning/billing, and CPE/app integration
Familiarity with privacy/security standards and AI/automation use cases
Additional Information WHY JOIN US? We aspire to contemporary ways of working.
We offer competitive compensation and comprehensive benefits.
Inclusion and belonging
_
are at the center of our grounding belief in Being Real .
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high‑quality internet, because we believe doing so promotes equity in 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.
#J-18808-Ljbffr