Technical Program Manager - Service Assurance: Web & Mobile Self-Service

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 by Apollo 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

Brightspeed has an exciting opportunity for a Technical Program Manager – Service Assurance: Web & Mobile Self-Serve to join our rapidly growing team! We are building the first cloud-enabled telecommunication that provides a simple and seamless customer experience.

 As the Technical Program Manager focusing on Web and Mobile Self-Service, you will be critical to our Service Assurance organization to help us innovate our Web and Mobile Self-Service experience. Part of your charter will oversee the evaluation, design, documentation, implementation, testing, and performance of Mobile and Web Experience for the Self-Service App Support Center.

The scope will include working cross-functionally with your peers, process team, product team, and contact center leaders to build and expose an intuitive self-service workflow and repair knowledge base content to customers.

Collaboration with Process Team, Digital Experience Team, Product Team, and Chabot team will be essential to drive unified self-help content and automation to help our customers self-resolve their connectivity and troubleshooting issues.

The principal purpose is to drive automation, process efficiency, and customer service support for all underlying network and operational processes for customers. This position will report to the Manager of System Support & Innovation.

As the Technical Program Manager – Service Assurance: Web & Mobile Self-Serve your responsibilities include:

• Own the execution of innovative customer experience and self-service within the Mobile app and web experience through workflow enhancements, self-service, and automation while partnering with business partners and Stakeholders
• Aims to build a best-in-class customer self-service experience that is intuitive, seamless and leads to improved customer digital In-App Mobile and Web experience as a preferred channel of choice
• Lead cross-functional engagements with Digital Mobile and Web Leads, Product Leads, IT, Operations, and Contact Center leaders to identify areas of opportunity and prioritize self-service workflows, service assurance content, features and functionalities in the Mobile and Web applications while driving the roadmap with cross-functional teams
• Provide readouts on Mobile and Web enhancements for service assurance, aligning, and presenting to the leadership teams, highlighting risks, and aligning on risk mitigation strategies
• Collaborate with peers to support IVR self-service automation, Chatbot Automation and Agent Assist Workflows to improve customer and agent experience
• Drive the Google CCAI experience for Service Assurance and leverage its capabilities to drive omnichannel Repair Content and Self-service
• Drive requirements and develop a feedback loop to inform prioritization of Mobile and Web Self-Service Workflows, Knowledge Support capabilities and rethinking customer experience
• Lead operational readiness for new Service Assurance's product launches, through ORT, Alpha, and Beta
• Build relationships with third-party vendors, such as ServiceNow, Calix, and Google CCAI, while driving strategic sessions to maximize our return on investment
• Work with our Calix Partners to drive product innovation and build workflow automation capabilities

Qualifications

What It Takes To Catch Our Eye: 

• Bachelor’s degree or equivalent work experience in Service Support, System Support, Web, and Mobile App Support experience and or Service Assurance
• Experience working in cross-functional and/or cross team projects
• Excitement about Mobile and Web Experience, driving change, and with a focus on innovating systems and support through collaboration and exposing support content, KB, Articles, and automated workflows in the Mobile and Web Experience
• Experience in conversational design, operational support, and design thinking to simplify and reinvent customer journey support experience
• Passion for conducting user re