Customer Experience Support Journey Manager

Brightspeed • Charlotte, NC

84d

About The Position

We’re looking for a customer-obsessed, empathetic, and data-informed Customer Experience Support Journey Manager to lead the Help journey spanning support (self-service and assisted) and leave (cancellation, returns, final bill, and win-back). You will be central to delivering fast, definitive, and respectful resolution experiences that reduce churn, improve satisfaction, and lower cost-to-serve. Reporting directly to the Vice President, Marketing Operations, you will own the roadmap, backlog, and cross-functional delivery across support surfaces, retention flows, billing, and returns. Your work will directly impact first-contact resolution (FCR), repeat contacts, save rates, complaint volume, and win-back conversion.

Requirements

• 6+ years in product, CX, or operations with support and/or retention journey ownership.
• Strong fluency in conversational analytics, QA systems, ticketing workflows, billing/credits; SQL/BI a plus
• Experience deploying AI/automation in triage, agent-assist, QA insights, and proactive support
• Proven cross-functional leadership and crisp communication skills

Nice To Haves

• Customer-obsessed
• Empathetic & outcomes-driven
• Data- & AI-informed
• Systems thinker
• Bias for action
• Collaborative
• Compliant & ethical by design

Responsibilities

• Define the Help journey vision and north-star metrics (FCR, repeat-contact rate, containment, save rate, complaint rate, churn/win-back, cost-to-serve, NPS/CSAT)
• Build a 12–18-month roadmap across proactive support, intelligent routing, agent-assist, cancel/return flows, final bill transparency, and win-back
• Maintain a prioritized backlog based on quantified losses (e.g., repeat contacts, transfer loops, billing/RMA complaints)
• Lead agile ceremonies and iterative delivery with Care, Billing, Digital, Network, Logistics, and IT
• Run A/B tests, pilots, and feature flags—including AI-powered capabilities—with clear success criteria
• Use VoC/VoA, conversational analytics, QA scores, outage telemetry, ticket/case logs, and billing/RMA data to diagnose issues
• Build dashboards for contact reasons, FCR, containment, save rate, cancellation reasons, RMA cycle time, credit/fee disputes, and win-back conversion
• Partner with Data/ML to deploy predictive models (issue risk, cancel intent, likelihood-to-save, refund/credit propensity)
• Work with Care/Retention, Billing/Finance, Network/Ops, Digital/E-commerce, Field/Logistics, Legal/Compliance, and Training/QA to ensure readiness and alignment
• Finalize scripts, disclosures, playbooks, and training before launch; monitor KPIs post-launch
• Set OKRs and publish bi-weekly progress updates
• Tie improvements to business value (FCR↑, repeat↓, save rate↑, churn↓, win-back↑, cost-to-serve↓) and validate via control/readouts

Benefits

• Competitive medical, dental, vision, and life insurance
• Employee assistance program
• 401K plan with company match
• Voluntary benefits
• Paid time off programs promoting overall wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees