Customer Experience Enjoy 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 looking for a strategic, data-driven Customer Experience Enjoy Journey Manager to lead the in-life customer experience for our Enjoy service - how customers use, pay for, and change their service. You will be central to delivering a seamless, transparent, and flexible experience that drives higher NPS, lower cost-to-serve, healthier ARPU, and reduced churn.

Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery for key touchpoints including service performance, billing, payments, and plan changes. You’ll work across Network/Ops, Engineering, Billing, Digital, Care, and more to eliminate friction, deploy AI-powered solutions, and measure impact through clear KPIs.

As a Customer Experience Enjoy Journey Manager, your duties and responsibilities will include:

Journey Strategy & Roadmap

• Define the Enjoy vision and north-star metrics (e.g., repeat-contact rate, bill-related contacts, upgrade attach rate, churn)
• Build and maintain a 12–18-month roadmap across service performance, billing clarity, payments, and plan-change flows

Backlog Ownership & Delivery

• Maintain a prioritized backlog based on quantified customer pain points
• Lead agile ceremonies and iterative delivery with Engineering, Billing, Digital, and CX teams
• Run A/B tests, pilots, and feature flags—including AI-powered features—with clear success criteria

Customer & Data Insight

• Use VoC/VoA, app/IVR analytics, telemetry, billing logs, and trouble tickets to diagnose issues.
• Build dashboards for Wi-Fi satisfaction, bill comprehension, payment success, and plan-change conversion
• Partner with Data/ML to deploy predictive models and trigger proactive care

Cross-Functional Collaboration

• Align with Network/Ops, Billing/Finance, Digital/E-commerce, Care/Retention, IT/Engineering, Legal, and Training
• Ensure readiness for change with updated disclosures, agent playbooks, and KPI baselines

Governance & Impact

• Set OKRs and publish bi-weekly progress updates.
• Tie improvements to business value (e.g., cost-to-serve↓, upgrades↑, delinquency↓, NPS↑)

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 6+ years in product, CX, or operations—telecom or in-life/billing experience preferred
• Strong fluency in analytics, billing/payment systems, and conversational/IVR tools
• Experience deploying AI/automation in production 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

12-Month Outcome Targets Example:

• Service & Effort: −15–25% repeat contacts; +10–15 pts Wi-Fi satisfaction
• Billing & Payments: −25–40% bill-related contacts; +15–25 pts autopay adoption
• Change Service: +20–35% upgrade/attach; +10–20 pts save-rate on downgrades
• Loyalty: −10–20% churn; −10–15% cost-to-serve; +10–20 pts journey NPS

CORE KPIs:

• Use/Performance: outage minutes, latency/jitter, proactive health checks sent→resolved, Wi-Fi satisfaction, truck-roll repeat %
• Pay: bill-related contact rate, payment success rate, autopay/paperless adoption, days-past-due, promise-to-pay kept, delinquency & involuntary churn
• Change Service: plan-change CVR, upgrade/attach rate, downgrade intent→save rate, proration/fee transparency contact rate
• CX/Service: FCR, repeat-contact rate, IVR/chat containment, AHT (as relevant), com