Brightspeed
Customer Experience Enjoy Journey Manager
Brightspeed, Charlotte, North Carolina, United States, 28245
Overview
We’re looking for a strategic, data-driven
Customer Experience Enjoy Journey Manager
to lead the in-life customer experience for our Enjoy service - how customers use, pay for, and change their service. You will be central to delivering a seamless, transparent, and flexible experience that drives higher NPS, lower cost-to-serve, healthier ARPU, and reduced churn. Responsibilities
Journey Strategy & Roadmap: Define the Enjoy vision and north-star metrics (e.g., repeat-contact rate, bill-related contacts, upgrade attach rate, churn). Build and maintain a 12–18-month roadmap across service performance, billing clarity, payments, and plan-change flows. Backlog Ownership & Delivery: Maintain a prioritized backlog based on quantified customer pain points. Lead agile ceremonies and iterative delivery with Engineering, Billing, Digital, and CX teams. Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria. Customer & Data Insight: Use VoC/VoA, app/IVR analytics, telemetry, billing logs, and trouble tickets to diagnose issues. Build dashboards for Wi-Fi satisfaction, bill comprehension, payment success, and plan-change conversion. Partner with Data/ML to deploy predictive models and trigger proactive care. Cross-Functional Collaboration: Align with Network/Ops, Billing/Finance, Digital/E-commerce, Care/Retention, IT/Engineering, Legal, and Training. Ensure readiness for change with updated disclosures, agent playbooks, and KPI baselines. Governance & Impact: Set OKRs and publish bi-weekly progress updates. Tie improvements to business value (e.g., cost-to-serve, upgrades, delinquency, NPS). Qualifications
6+ years in product, CX, or operations — telecom or in-life/billing experience preferred. Strong fluency in analytics, billing/payment systems, and conversational/IVR tools. Experience deploying AI/automation in production 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 Performance Targets
12-Month Outcome Targets: Service & Effort: −15–25% repeat contacts; +10–15 pts Wi-Fi satisfaction; Billing & Payments: −25–40% bill-related contacts; +15–25 pts autopay adoption; Change Service: +20–35% upgrade/attach; +10–20 pts save-rate on downgrades; Loyalty: −10–20% churn; −10–15% cost-to-serve; +10–20 pts journey NPS. Core KPIs: Use/Performance (outage minutes, latency, proactive health checks, Wi-Fi satisfaction, repeat %); Pay (bill-related contact rate, payment success rate, autopay/paperless adoption, days past due, promise-to-pay, delinquency & involuntary churn); Change Service (plan-change CVR, upgrade/attach rate, downgrade intent to save rate, proration/fee transparency contact rate); CX/Service (FCR, repeat-contact rate, IVR/chat containment, NPS/CSAT for Enjoy); Financials (ARPU/ARPA lift, cost-to-serve, credits/goodwill rate). Why Join Us
We aspire to contemporary ways of working. Brightspeed is an Equal Opportunity Employer committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate accommodations. Legal & Compliance
Brightspeed is committed to privacy; applicants should review our Privacy Notices: Brightspeed’s Privacy Notice for California Residents and Brightspeed’s Privacy Notice.
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We’re looking for a strategic, data-driven
Customer Experience Enjoy Journey Manager
to lead the in-life customer experience for our Enjoy service - how customers use, pay for, and change their service. You will be central to delivering a seamless, transparent, and flexible experience that drives higher NPS, lower cost-to-serve, healthier ARPU, and reduced churn. Responsibilities
Journey Strategy & Roadmap: Define the Enjoy vision and north-star metrics (e.g., repeat-contact rate, bill-related contacts, upgrade attach rate, churn). Build and maintain a 12–18-month roadmap across service performance, billing clarity, payments, and plan-change flows. Backlog Ownership & Delivery: Maintain a prioritized backlog based on quantified customer pain points. Lead agile ceremonies and iterative delivery with Engineering, Billing, Digital, and CX teams. Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria. Customer & Data Insight: Use VoC/VoA, app/IVR analytics, telemetry, billing logs, and trouble tickets to diagnose issues. Build dashboards for Wi-Fi satisfaction, bill comprehension, payment success, and plan-change conversion. Partner with Data/ML to deploy predictive models and trigger proactive care. Cross-Functional Collaboration: Align with Network/Ops, Billing/Finance, Digital/E-commerce, Care/Retention, IT/Engineering, Legal, and Training. Ensure readiness for change with updated disclosures, agent playbooks, and KPI baselines. Governance & Impact: Set OKRs and publish bi-weekly progress updates. Tie improvements to business value (e.g., cost-to-serve, upgrades, delinquency, NPS). Qualifications
6+ years in product, CX, or operations — telecom or in-life/billing experience preferred. Strong fluency in analytics, billing/payment systems, and conversational/IVR tools. Experience deploying AI/automation in production 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 Performance Targets
12-Month Outcome Targets: Service & Effort: −15–25% repeat contacts; +10–15 pts Wi-Fi satisfaction; Billing & Payments: −25–40% bill-related contacts; +15–25 pts autopay adoption; Change Service: +20–35% upgrade/attach; +10–20 pts save-rate on downgrades; Loyalty: −10–20% churn; −10–15% cost-to-serve; +10–20 pts journey NPS. Core KPIs: Use/Performance (outage minutes, latency, proactive health checks, Wi-Fi satisfaction, repeat %); Pay (bill-related contact rate, payment success rate, autopay/paperless adoption, days past due, promise-to-pay, delinquency & involuntary churn); Change Service (plan-change CVR, upgrade/attach rate, downgrade intent to save rate, proration/fee transparency contact rate); CX/Service (FCR, repeat-contact rate, IVR/chat containment, NPS/CSAT for Enjoy); Financials (ARPU/ARPA lift, cost-to-serve, credits/goodwill rate). Why Join Us
We aspire to contemporary ways of working. Brightspeed is an Equal Opportunity Employer committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate accommodations. Legal & Compliance
Brightspeed is committed to privacy; applicants should review our Privacy Notices: Brightspeed’s Privacy Notice for California Residents and Brightspeed’s Privacy Notice.
#J-18808-Ljbffr