Customer Experience Join Journey Manager

Brightspeed•Charlotte, NC

2d•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
Customer-obsessed
Commercially savvy
Data- & AI-informed
Systems thinker
Bias for action
Collaborative
Change leader

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

Benefits

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.

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