Job Description

Job Description – Product Owner, Agent Tools & Customer Experience

We are seeking a Product Owner with a strong focus on agent tools, customer experience (CX), and operational efficiency across Residential/Consumer organizations. This role is part of the Innovation team and is responsible for owning the end-to-end product lifecycle of platforms and capabilities that support Sales, Care, Save, and Support agents.

The ideal candidate will drive improvements in key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), conversion, retention, and agent productivity by delivering intuitive, scalable, and compliant agent-facing solutions.

Key Responsibilities

• Own the product vision, roadmap, and execution for agent-facing platforms and tools that enhance customer and agent experiences.
• Partner with business and technical stakeholders to identify gaps, pain points, and opportunities across agent workflows and customer journeys.
• Develop a deep understanding of agent personas, customer journeys, and operational processes, translating insights into actionable product requirements.
• Lead innovation initiatives to simplify agent workflows, reduce friction, and improve CX through automation, consolidation, and smarter decisioning.
• Collaborate closely with Sales, Care, Save, Engineering, IT, Network, Operations, Finance, Billing, and Service Delivery teams to ensure successful delivery.
• Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria and alignment with business outcomes.
• Drive improvements in KPIs including AHT, FCR, CSAT, order accuracy, and retention through data-driven prioritization.
• Establish and manage end-to-end delivery plans, coordinating dependencies across internal teams and external vendors.
• Partner with Finance and Billing teams to ensure solutions are compliant, auditable, and revenue-protective.
• Support testing, validation, launch readiness, and post-launch optimization to ensure solutions deliver expected results.
• Communicate product strategy, progress, and outcomes effectively to stakeholders at all levels of the organization.
• Influence product and platform decisions by balancing customer experience, agent efficiency, technical feasibility, and business priorities.

Qualifications

Required

• Bachelor’s degree in Engineering, IT, Business, or equivalent experience.
• 3+ years of experience as a Product Owner, Product Manager, or Business Analyst.
• Strong experience supporting agent tools, customer care platforms, or CX-related products.
• Proven ability to manage competing priorities and deliver multiple initiatives in a fast-paced environment.
• Experience translating business requirements into Jira stories and Confluence documentation.
• Strong cross-functional collaboration and stakeholder management skills.
• Proficiency with Jira, Confluence, and Microsoft Office.

Preferred

• Experience in telecommunications or similar large-scale consumer services.
• Experience working with billing systems, credits, adjustments, and order management flows.
• Familiarity with KPI-driven optimization (AHT, FCR, CSAT, retention).
• Experience mentoring or leading a small team of product managers, analysts, or business analysts.

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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