Customer Experience Support Journey Manager

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.

As a Customer Experience Support Journey Manager, your duties and responsibilities will include:

Journey Strategy & Roadmap

• 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

Backlog Ownership & Delivery

• 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

Customer & Data Insight

• 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)

Cross-Functional Collaboration

• 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

Governance & Impact

• 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

WHAT IT TAKES TO CATCH OUR EYE:

• 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

CORE COMPETENCIES:

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

TOOLS YOU'LL USE:

• Conversational & QA: speech/NLU, agent-assist AI, QA automation
• CRM/Workflow: case orchestration, RPA, knowledge management
• Telemetry/Proactive: outage detection, device telemetry, notifications
• Analytics: Looker/Tableau, GA4/Adobe, A/B testing, session replay
• Billing/Returns: billing platforms, credit tools, RMA systems

12-MONTH OUTCOME TARGETS EXAMPLE:

• Resolution & Effort: FCR +8–12 pts; repeat-contact rate −15–25%; containment +10–20 pts
• Retention & Churn: save rate +10–20 pts; churn −10–20%; CES −20–30%
• Billing/Returns: complaints −25–40%; RMA cycle time −20–30%; final bill disputes −30–50%
• Win-Back: contactability +20–30%; CVR +5–10 pts
• Cost & Satisfaction: cost-to-serve −10–15%; Help journey NPS/CSAT +10–20 pts

Core KPIs:

• Support: FCR, repeat-within-7/30-day rate, containment (IVR/chat/app), AHT (as relevant), transfer rate, QA/CSAT/NPS, complaint rate
• Retention/Leave: cancel intent detection rate, save-offer take-rate, save rate (eligible), time-to-cancel, cancellation reason mix, policy compliance
• Returns/Billing: RMA issued→received cycle time, equipment reconciliation accuracy, final bill accuracy, bill dispute/contact rate, credits/goodwill rate
• Business: churn (vol/invol), win-back rate, cost-to-serve, recovery revenue from saves/win-backs

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

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.

Inclusion and belonging are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!