Customer Experience Join Journey Manager

Brightspeed•Charlotte, NC

1d•Hybrid

About The Position

We’re seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Manager to lead the Join (Learn & Buy) experience rom service eligibility and plan selection through checkout, appointment scheduling, and handoff to install. You will be critical to delivering a frictionless buying experience that drives higher conversion, lower CPGA, fewer pre-install cancels, and stronger early-tenure satisfaction. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels. Your work will directly impact qualified traffic, quote-to-order conversion, appointment set rates, and early NPS.

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

Responsibilities

Journey Strategy & Roadmap 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
Backlog Ownership & Delivery 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
Customer & Data Insight 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
Cross-Functional Collaboration 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
Governance & Impact Set OKRs and publish bi-weekly progress updates
Tie improvements to business value (conversion↑, CPGA↓, cancels↓, ROAS↑) and validate via control/readouts