TL;DR
Customer Experience Join Journey Manager: Leading the Join (Learn & Buy) experience from service eligibility and plan selection through checkout with an accent on driving higher conversion and stronger early-tenure satisfaction. Focus on funnel losses, deploying AI, and validating business value.
Location: Brightspeed HQ is located in Charlotte, NC. Brightspeed prioritizes hiring talent in the Charlotte area. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position.
Company
Brightspeed is 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.
What you will do
- Define the Join journey vision and north-star metrics.
- Maintain a prioritized backlog based on funnel losses.
- Lead agile ceremonies and iterative delivery with Design, Engineering, E-commerce, Sales Ops, and Care.
- Partner with E-commerce on experimentation, content/UX, and conversion guardrails.
- Set OKRs and publish bi-weekly progress updates.
Requirements
- 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.
Culture & Benefits
- Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
- 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.
- Recognized as a Top Workplace by the Charlotte Observer.