Digital Base Management Manager

Brightspeed•Charlotte, NC

4d•Hybrid

About The Position

The eCommerce Base Management Manager exists to drive customer value, revenue growth, and retention through digital self-service experiences for existing broadband customers. This role owns the strategy and execution of online account management, Wi-Fi management, and digital support experiences, partnering closely with Marketing Base Management and CRM teams to deliver personalized, data-driven journeys that improve customer satisfaction, reduce churn, and grow ARPU through speed upgrades and value-added services. This position operates at a strategic and executional level within the organization, translating customer, commercial, and operational objectives into scalable eCommerce experiences that meaningfully impact customer lifetime value and overall business performance. Impact: Owns the vision, roadmap, and performance of digital self-service experiences for broadband customers, including account management, Wi-Fi management, and online support capabilities. Leads the development and optimization of personalized eCommerce journeys that drive speed upgrades, value-added service adoption, and retention outcomes across authenticated customer channels. Partners with Marketing Base Management and CRM teams to align lifecycle strategies, offers, and messaging with digital execution and personalization capabilities. Uses customer insights, behavioral data, and experimentation to continuously improve conversion, engagement, and customer satisfaction across self-service touchpoints. Establishes and tracks performance against key KPIs including churn reduction, ARPU growth, value-added service attach rates, and Net Promoter Score (NPS). Exercises independent judgment to prioritize initiatives, balance customer experience with commercial goals, and make data-informed decisions on roadmap tradeoffs and enhancements. May perform other duties as assigned. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Requirements

Bachelor’s degree in business, marketing, information systems, digital commerce, or a related field.
Minimum of 5 years of experience in eCommerce, digital product management, or base/customer lifecycle management.
Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, or customer satisfaction outcomes.
Experience with authenticated eCommerce or self-service platforms.
Working knowledge of CRM, personalization, and digital analytics tools.
Strong understanding of customer lifecycle management, upsell, cross-sell, and retention strategies.
Ability to analyze performance metrics and translate insights into actionable improvements.
English — required.

Nice To Haves

Experience in broadband, telecommunications, or subscription-based services.
Experience launching or optimizing Wi-Fi management or digital support tools.
Familiarity with experimentation, A/B testing, or optimization frameworks.
Experience partnering with technical, UX, and data teams in an agile environment.
Additional languages — preferred but not required

Responsibilities

Owns the vision, roadmap, and performance of digital self-service experiences for broadband customers, including account management, Wi-Fi management, and online support capabilities.
Leads the development and optimization of personalized eCommerce journeys that drive speed upgrades, value-added service adoption, and retention outcomes across authenticated customer channels.
Partners with Marketing Base Management and CRM teams to align lifecycle strategies, offers, and messaging with digital execution and personalization capabilities.
Uses customer insights, behavioral data, and experimentation to continuously improve conversion, engagement, and customer satisfaction across self-service touchpoints.
Establishes and tracks performance against key KPIs including churn reduction, ARPU growth, value-added service attach rates, and Net Promoter Score (NPS).
Exercises independent judgment to prioritize initiatives, balance customer experience with commercial goals, and make data-informed decisions on roadmap tradeoffs and enhancements.