Brightspeed · 3 months ago
Customer Experience Join Journey Manager
United States
Full-time
Remote
Senior Level
6+ years expBrightspeed is reimagining how people connect by providing fast, reliable internet. The Customer Experience Join Journey Manager will lead the Join experience from service eligibility to installation, ensuring a seamless buying process that enhances customer satisfaction and conversion rates.
InternetTelecommunicationsWireless
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
Qualification
Required
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
Benefits
Competitive medical, dental, vision, and life insurance
An employee assistance program
A 401K plan with company match
A host of voluntary benefits
Company
Brightspeed
Brightspeed provides fiber and broadband services, enhancing connectivity for homes and businesses with reliable telecom solutions.
1001-5000 employees
H1B Sponsorship
Brightspeed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2023 (15)
2022 (13)
Funding
Current Stage
Late StageTotal Funding
$6.51BKey Investors
Ohio Residential Broadband Expansion GrantN.C. Division of Broadband & Digital EquityOhio Department of Development
2025-09-15Grant· $13.8M
2025-08-15Debt Financing· $1.65B
2025-06-19Undisclosed· $575M
Leadership Team
Michel Combes
Executive Chairman of the Board and acting CEO
Amy Wulfestieg
Chief Communications Officer
Recent News
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2026-01-16
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-16
2026-01-07
Company data provided by crunchbase