Customer Experience Get Journey Manager

Overview

We’re seeking a strategic and operationally rigorous

Customer Experience Get Journey Manager

to lead the end-to-end Get/Install experience from order capture and scheduling through technician/self-install, activation, and the first 90 days of service. Your role is critical to delivering a fast, reliable, and transparent onboarding experience that sets clear expectations, ensures right first-time installs, and stabilizes service early in the customer lifecycle. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across field operations, scheduling, activation, and early-tenure support. Your work will directly impact key business outcomes including lower cancels, higher NPS, reduced repeat contacts, and improved CPGA and cost-to-serve. Responsibilities

Journey Strategy & Roadmap Define the Get/Install + 90-day vision and north-star metrics (e.g., OTD/ODD%, RFT, pre-install cancels, early-tenure NPS/churn) Build a 12–18-month roadmap with clear hypotheses and success metrics across scheduling, technician dispatch, self-install, activation, and onboarding Backlog Ownership & Delivery Maintain a prioritized backlog based on quantified losses (e.g., long intervals, tech no-shows, repeat truck rolls) Lead agile ceremonies and iterative delivery with Field Ops, Network, Engineering, CX, Care, Logistics, and E-commerce Run A/B tests, geo-cell pilots, and feature flags—including AI-assisted capabilities—to de-risk and scale improvements Customer & Data Insight Use VoC/VoA, dispatch data, route telemetry, session replays, and ticket analytics to diagnose issues Build dashboards for install intervals, OTD/ODD, RFT, self-install success, Day-0 activation, and 30/60/90-day stability Partner with Data/ML to deploy predictive models and trigger proactive interventions Cross-Functional Collaboration Coordinate with Field Ops, Network, CX/Retention, Care, Logistics, Marketing, IT, and E-commerce to ensure readiness and alignment Finalize playbooks, disclosures, and training before launch; monitor KPIs post-launch Governance & Impact Set OKRs and publish bi-weekly progress updates Tie improvements to business value (e.g., cancels↓, repeats↓, CPGA↓, NPS↑, churn↓) and validate via control/readouts Qualifications

What It Takes to Catch Our Eye: 6+ years in product/CX/operations with order-to-install

or

field/last-mile

journey ownership. Fluency in ops & funnel analytics (dispatch/route, IVR, ticketing; SQL/BI a plus) and

conversational/IVR analytics Experience applying

AI/automation

to scheduling, routing, prediction, agent-assist, and proactive support Strong cross-functional leadership with Field/Network/IT; crisp communicator;

80/20 decision-maker

under time pressure Core Competencies

Customer-obsessed Operationally rigorous Data- and AI-informed Systems thinker Bias for action Collaborative Change leader Tools You Will Use

Workforce/Dispatch:

WFM, route optimization, tech apps CX/Support:

CRM, agent-assist AI, knowledge management Analytics:

Looker/Tableau, GA4/Adobe, A/B testing platforms Telemetry/Proactive:

outage detection, device telemetry, session replay E-commerce/Scheduling:

appointment APIs, catalog/order orchestration 12-Month Outcome Targets

Install Interval:

−20–30% average interval; increase “soonest slot” availability On-Time Completion:

+8–12 pts OTD/ODD Right-First-Time:

+10–15 pts RFT; −20–30% repeat truck rolls Pre-Install Cancels:

−20–30% Self-Install Success:

+10–20 pts Early Tenure:

+8–12 pts NPS; −15–25% churn; −15–25% repeat contacts Core KPIs

Scheduling & Field:

Offered vs. accepted slots, average interval, OTD/ODD%, reschedule rate, no-access %, RFT, repeat-truck %, self-install success, tech arrival variance Quality & Risk:

Mis-qualification rate, worktype accuracy (aerial/buried), CPE readiness, outage days in first 90, ticket reopen rate CX & Service:

Welcome call/sequence completion, FCR, repeat contacts, AHT (as relevant), IVR/chat containment, proactive comms engagement Business:

Pre-install cancel rate, Day-0 activation rate, early-tenure churn %, CPGA, cost-to-serve (first 90 days), first-30/60/90-day NPS/CSAT Additional Information Why Join Us?

We aspire to contemporary ways of working. Brightspeed has been recognized as a Top Workplace by the Charlotte Observer. Our HQ is in Charlotte, NC, with hybrid, remote, and field-based roles depending on position and business needs. We invest in technology to keep our team connected and support the best talent for the job, wherever they are. Benefits:

We offer competitive compensation and comprehensive benefits including medical, dental, vision, life insurance; an employee assistance program; a 401K plan with company match; and other voluntary benefits. Inclusion & Belonging

are at the center of our belief in Being Real. A diverse team helps us advocate for more accessible, inclusive, and high-quality internet to promote equity in the communities we serve. 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. For all applicants, please review our Privacy Notices: Brightspeed Privacy Notice for California Residents; Brightspeed Privacy Notice

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