Brightspeed
Customer Experience Support Journey Manager
Brightspeed, Charlotte, North Carolina, United States, 28245
Job Title
Customer Experience Support Journey Manager We’re looking for a customer-obsessed, empathetic, and data-informed Customer Experience Support Journey Manager to lead the Help journey spanning support (self-service and assisted) and leave (cancellation, returns, final bill, and win-back). You will be central to delivering fast, definitive, and respectful resolution experiences that reduce churn, improve satisfaction, and lower cost-to-serve. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across support surfaces, retention flows, billing, and returns. Your work will directly impact first-contact resolution (FCR), repeat contacts, save rates, complaint volume, and win-back conversion. Responsibilities Journey Strategy & Roadmap Define the Help journey vision and north-star metrics (FCR, repeat-contact rate, containment, save rate, complaint rate, churn/win-back, cost-to-serve, NPS/CSAT). Build a 12–18-month roadmap across proactive support, intelligent routing, agent-assist, cancel/return flows, final bill transparency, and win-back. Backlog Ownership & Delivery Maintain a prioritized backlog based on quantified losses (e.g., repeat contacts, transfer loops, billing/RMA complaints). Lead agile ceremonies and iterative delivery with Care, Billing, Digital, Network, Logistics, and IT. Run A/B tests, pilots, and feature flags—including AI-powered capabilities—with clear success criteria. Customer & Data Insight Use VoC/VoA, conversational analytics, QA scores, outage telemetry, ticket/case logs, and billing/RMA data to diagnose issues. Build dashboards for contact reasons, FCR, containment, save rate, cancellation reasons, RMA cycle time, credit/fee disputes, and win-back conversion. Partner with Data/ML to deploy predictive models (issue risk, cancel intent, likelihood-to-save, refund/credit propensity). Cross-Functional Collaboration Work with Care/Retention, Billing/Finance, Network/Ops, Digital/E-commerce, Field/Logistics, Legal/Compliance, and Training/QA to ensure readiness and alignment. Finalize scripts, disclosures, playbooks, and training before launch; monitor KPIs post-launch. Governance & Impact Set OKRs and publish bi-weekly progress updates. Tie improvements to business value (FCR↑, repeat↓, save rate↑, churn↓, win-back↑, cost-to-serve↓) and validate via control/readouts. Qualifications 6+ years in product, CX, or operations with support and/or retention journey ownership. Strong fluency in conversational analytics, QA systems, ticketing workflows, billing/credits; SQL/BI a plus Experience deploying AI/automation in triage, agent-assist, QA insights, and proactive support Proven cross-functional leadership and crisp communication skills Core Competencies Customer-obsessed Empathetic & outcomes-driven Data- & AI-informed Systems thinker Bias for action Collaborative Compliant & ethical by design Tools You’ll Use Conversational & QA:
speech/NLU, agent-assist AI, QA automation CRM/Workflow:
case orchestration, RPA, knowledge management Telemetry/Proactive:
outage detection, device telemetry, notifications Analytics:
Looker/Tableau, GA4/Adobe, A/B testing, session replay Billing/Returns:
billing platforms, credit tools, RMA systems 12-Month Outcome Targets (Examples) Resolution & Effort:
FCR +8–12 pts; repeat-contact rate −15–25%; containment +10–20 pts Retention & Churn:
save rate +10–20 pts; churn −10–20%; CES −20–30% Billing/Returns:
complaints −25–40%; RMA cycle time −20–30%; final bill disputes −30–50% Win-Back:
contactability +20–30%; CVR +5–10 pts Cost & Satisfaction:
cost-to-serve −10–15%; Help journey NPS/CSAT +10–20 pts Core KPIs Support:
FCR, repeat-within-7/30-day rate, containment (IVR/chat/app), AHT (as relevant), transfer rate, QA/CSAT/NPS, complaint rate Retention/Leave:
cancel intent detection rate, save-offer take-rate, save rate (eligible), time-to-cancel, cancellation reason mix, policy compliance Returns/Billing:
RMA issued→received cycle time, equipment reconciliation accuracy, final bill accuracy, bill dispute/contact rate, credits/goodwill rate Business:
churn (vol/invol), win-back rate, cost-to-serve, recovery revenue from saves/win-backs 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. Equal Opportunity 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. Privacy Notices For all applicants, please take a moment to review our Privacy Notices: Brightspeed’s Privacy Notice for California Residents Brightspeed’s Privacy Notice
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Customer Experience Support Journey Manager We’re looking for a customer-obsessed, empathetic, and data-informed Customer Experience Support Journey Manager to lead the Help journey spanning support (self-service and assisted) and leave (cancellation, returns, final bill, and win-back). You will be central to delivering fast, definitive, and respectful resolution experiences that reduce churn, improve satisfaction, and lower cost-to-serve. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across support surfaces, retention flows, billing, and returns. Your work will directly impact first-contact resolution (FCR), repeat contacts, save rates, complaint volume, and win-back conversion. Responsibilities Journey Strategy & Roadmap Define the Help journey vision and north-star metrics (FCR, repeat-contact rate, containment, save rate, complaint rate, churn/win-back, cost-to-serve, NPS/CSAT). Build a 12–18-month roadmap across proactive support, intelligent routing, agent-assist, cancel/return flows, final bill transparency, and win-back. Backlog Ownership & Delivery Maintain a prioritized backlog based on quantified losses (e.g., repeat contacts, transfer loops, billing/RMA complaints). Lead agile ceremonies and iterative delivery with Care, Billing, Digital, Network, Logistics, and IT. Run A/B tests, pilots, and feature flags—including AI-powered capabilities—with clear success criteria. Customer & Data Insight Use VoC/VoA, conversational analytics, QA scores, outage telemetry, ticket/case logs, and billing/RMA data to diagnose issues. Build dashboards for contact reasons, FCR, containment, save rate, cancellation reasons, RMA cycle time, credit/fee disputes, and win-back conversion. Partner with Data/ML to deploy predictive models (issue risk, cancel intent, likelihood-to-save, refund/credit propensity). Cross-Functional Collaboration Work with Care/Retention, Billing/Finance, Network/Ops, Digital/E-commerce, Field/Logistics, Legal/Compliance, and Training/QA to ensure readiness and alignment. Finalize scripts, disclosures, playbooks, and training before launch; monitor KPIs post-launch. Governance & Impact Set OKRs and publish bi-weekly progress updates. Tie improvements to business value (FCR↑, repeat↓, save rate↑, churn↓, win-back↑, cost-to-serve↓) and validate via control/readouts. Qualifications 6+ years in product, CX, or operations with support and/or retention journey ownership. Strong fluency in conversational analytics, QA systems, ticketing workflows, billing/credits; SQL/BI a plus Experience deploying AI/automation in triage, agent-assist, QA insights, and proactive support Proven cross-functional leadership and crisp communication skills Core Competencies Customer-obsessed Empathetic & outcomes-driven Data- & AI-informed Systems thinker Bias for action Collaborative Compliant & ethical by design Tools You’ll Use Conversational & QA:
speech/NLU, agent-assist AI, QA automation CRM/Workflow:
case orchestration, RPA, knowledge management Telemetry/Proactive:
outage detection, device telemetry, notifications Analytics:
Looker/Tableau, GA4/Adobe, A/B testing, session replay Billing/Returns:
billing platforms, credit tools, RMA systems 12-Month Outcome Targets (Examples) Resolution & Effort:
FCR +8–12 pts; repeat-contact rate −15–25%; containment +10–20 pts Retention & Churn:
save rate +10–20 pts; churn −10–20%; CES −20–30% Billing/Returns:
complaints −25–40%; RMA cycle time −20–30%; final bill disputes −30–50% Win-Back:
contactability +20–30%; CVR +5–10 pts Cost & Satisfaction:
cost-to-serve −10–15%; Help journey NPS/CSAT +10–20 pts Core KPIs Support:
FCR, repeat-within-7/30-day rate, containment (IVR/chat/app), AHT (as relevant), transfer rate, QA/CSAT/NPS, complaint rate Retention/Leave:
cancel intent detection rate, save-offer take-rate, save rate (eligible), time-to-cancel, cancellation reason mix, policy compliance Returns/Billing:
RMA issued→received cycle time, equipment reconciliation accuracy, final bill accuracy, bill dispute/contact rate, credits/goodwill rate Business:
churn (vol/invol), win-back rate, cost-to-serve, recovery revenue from saves/win-backs 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. Equal Opportunity 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. Privacy Notices For all applicants, please take a moment to review our Privacy Notices: Brightspeed’s Privacy Notice for California Residents Brightspeed’s Privacy Notice
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