Customer Experience Join Journey Manager

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed byApollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

We're seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Managerto lead the Join (Learn & Buy) experience rom service eligibility and plan selection through checkout, appointment scheduling, and handoff to install. You will be critical to delivering a frictionless buying experience that drives higher conversion, lower CPGA, fewer pre-install cancels, and stronger early-tenure satisfaction.

Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels. Your work will directly impact qualified traffic, quote-to-order conversion, appointment set rates, and early NPS.

As aCustomer Experience Join Journey Manager, your duties and responsibilities will include :

Journey Strategy & Roadmap

• Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels)
• Build a 12-18-month roadmap across eligibility, offer clarity, checkout optimization, appointment scheduling, and sales routing

Backlog Ownership & Delivery

Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage)

Lead agile ceremonies and iterative delivery with Design, Engineering, E-commerce, Sales Ops, and Care

Run A / B tests, pilots, and feature flags-including AI-powered features-with clear success criteria

Customer & Data Insight

Use VoC / VoA, web / app analytics, session replays, IVR telemetry, and operational logs to diagnose friction

Build dashboards for LQSsales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals

Partner with Data / ML to deploy propensity models and early cancel-risk detection

Cross-Functional Collaboration

Partner with E-commerce on experimentation, content / UX, and conversion guardrails

Align with Marketing (SEO / SEM, retargeting), Sales (scripts, SPIFs), IT (catalog, payments), and Field Ops (capacity windows)

Drive enablement : AI-informed scripts, seller training, knowledge articles, and compliance updates

Governance & Impact

Set OKRs and publish bi-weekly progress updates

Tie improvements to business value (conversion, CPGA, cancels, ROAS) and validate via control / readouts

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

6+ years in product, CX, e-commerce, or sales journey ownership with proven funnel optimization

Strong fluency in funnel analytics, experimentation, and conversational / IVR analytics; SQL / BI a plus

Experience deploying AI / automation in buyer and agent 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

TOOLS YOU'LL USE :

GA4 / Adobe

Looker / Tableau

Feature flags / A-B platforms

CMS / PIM & offer engines

Checkout & payments

Agent-assist / gen-AI

IVR / chat orchestration

RPA / workflow automation

Session replay

SEO / SEM toolset

12-MONTH OUTCOME TARGETS EXAMPLES :

Qualified Order Conversion : +15-25% overall; +25-40% in under-penetrated segments

CPGA : -10-20% via funnel gains and channel mix

Pre-Install Cancels : -20-30% through better expectation-setting, scheduling, and save-on-pending flows

Appointment Set & Kept : +10-15% set; +5-10% kept via capacity alignment and reminders

Early-Tenure NPS (30 days) : +8-12 pts

CORE KPIs :

Top-of-funnel LQS

Eligibility pass rate

QuoteOrder CVR

Checkout drop-off

Payment / credit pass rate

Time-to-complete

% eligible calls / chats routed to sales

IVR / chat containment to seller

Appointment set / kept

Misqualification rate

Disclosure compliance

Fraud / spam deflection

Sales per 100 OFS

Pre-install cancel rate

CPGA

First-30-day NPS

#LI-SS1

Additional Information

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.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, 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 inBeing Real .

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin 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 :

Brightspeed's Privacy Notice for California Residents

Brightspeed's Privacy Notice

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