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 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

We’re seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Manager to 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 a Customer 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 LQS→sales, 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: