Manager, Customer Experience

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:

Regular

Job Description :

About Our Company

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are ‘Above And Beyonders,’ who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences.

As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

Role Summary

As a Community Experience Manager, you will serve as the strategic lead for our most valued properties. You are more than a point of contact; you are a solutions-oriented project and team leader responsible for the entire lifecycle of the property—from initial onboarding and fiber upgrades to equipment swaps and long-term retention.  

You will lead a team responsible for building and maintaining relationships with HOA Boards and Property Managers while guiding them through the complex transitions, ensuring that contractual terms are met while driving product penetration and subscriber growth. This role requires a blend of independent judgment, cross-functional collaboration, and a "can-do" attitude to implement and oversee the launch process and team activities, ensuring a smooth transition, and  industry-leading customer experience.

Key Responsibilities

Relationship Building & Customer Satisfaction

• Stakeholder Relationship Management: Lead a team responsible for building and maintaining strategic relationships with HOA Boards and Property Managers, ensuring all contractual terms are met.

• Conflict Resolution: Act as the senior escalation point for customer or on-site subscriber issues, including damage claims and service disruptions, resolving them with a focus on retention.

• Technical Liaison: Serve as the primary point of contact for the Technical Operations Manager to escalate and resolve infrastructure or equipment needs.

• Customer Experience Oversight: Implement and oversee the launch process and team activities, ensuring a smooth transition and an industry-leading customer experience.

• Market Penetration: Collaboratively work with Sales to identify upselling opportunities and increase product penetration within assigned communities.

Team Management & Development

• Leadership & Oversight: Lead the Community Account Management (CAM) team, providing ongoing training, support, and resource identification to ensure peak performance.

• Resource Allocation: Manage portfolio distribution by assigning CAMs to specific properties based on project needs.

• Performance Accountability: Monitor team deliverables to ensure all project milestones remain on track and meet established deadlines.

Project Leadership & Technical Implementation

• End-to-End Onboarding: Manage the full lifecycle of new acquisitions and construction projects, ensuring seamless sequencing from contract execution to system activation.

• Infrastructure Modernization: Oversee property-wide fiber upgrades, de-bulking initiatives, and large-scale equipment swaps to maintain cutting-edge technology standards.

• Operational Orchestration: Direct cross-functional logistics between Construction, Operations, and Sales, including the coordination of on-site personnel and workspace requirements.

Data Integrity & Administration

• Data Lifecycle Management: Oversee the collection and validation of critical property data, including resident rosters, floor plans, and VIP/Board lists.

• Revenue Assurance: Maintain billing accuracy by providing verified unit lists and property data to the billing department.

• General Support: Execute additional duties as assigned to support evolving depar