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), complaint rate, NPS/CSAT for Enjoy
• Financials: ARPU/ARPA lift from upgrades & add-ons, cost-to-serve, credits/goodwill rate

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Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging _ are at the center of our grounding belief in Being Real._

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice