Customer Experience Join Journey Manager

Brightspeed is reimagining how people connect by providing fast, reliable internet connections and an exceptional customer experience. The Customer Experience Join Journey Manager will lead the Join experience from service eligibility through checkout and appointment scheduling, focusing on delivering a seamless buying experience that enhances customer satisfaction and conversion rates.

Responsibilities:

• 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
• 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
• 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
• 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
• Set OKRs and publish bi-weekly progress updates
• Tie improvements to business value (conversion↑, CPGA↓, cancels↓, ROAS↑) and validate via control/readouts

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
• Customer-obsessed
• Commercially savvy
• Data- & AI-informed
• Systems thinker
• Bias for action
• Collaborative
• Change leader
• 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