Customer Experience Enjoy Journey Manager

Were looking for a strategic data-driven Customer Experience Enjoy Journey Manager to lead the in-life customer experience for our Enjoy service - how customers use pay for and change their service. You will be central to delivering a seamless transparent and flexible experience that drives higher NPS lower cost-to-serve healthier ARPU and reduced churn.

Reporting directly to the Vice President Marketing Operations you will own the roadmap backlog and cross-functional delivery for key touchpoints including service performance billing payments and plan changes. Youll work across Network/Ops Engineering Billing Digital Care and more to eliminate friction deploy AI-powered solutions and measure impact through clear KPIs.

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

Journey Strategy & Roadmap

• Define the Enjoy vision and north-star metrics (e.g. repeat-contact rate bill-related contacts upgrade attach rate churn)
• Build and maintain a 1218-month roadmap across service performance billing clarity payments and plan-change flows

Backlog Ownership & Delivery

• Maintain a prioritized backlog based on quantified customer pain points
• Lead agile ceremonies and iterative delivery with Engineering Billing Digital and CX teams
• Run A/B tests pilots and feature flagsincluding AI-powered featureswith clear success criteria

Customer & Data Insight

• Use VoC/VoA app/IVR analytics telemetry billing logs and trouble tickets to diagnose issues.
• Build dashboards for Wi-Fi satisfaction bill comprehension payment success and plan-change conversion
• Partner with Data/ML to deploy predictive models and trigger proactive care

Cross-Functional Collaboration

• Align with Network/Ops Billing/Finance Digital/E-commerce Care/Retention IT/Engineering Legal and Training
• Ensure readiness for change with updated disclosures agent playbooks and KPI baselines

Governance & Impact

• Set OKRs and publish bi-weekly progress updates.
• Tie improvements to business value (e.g. cost-to-serve upgrades delinquency NPS)

Qualifications :

WHAT IT TAKES TO CATCH OUR EYE:

• 6 years in product CX or operationstelecom or in-life/billing experience preferred
• Strong fluency in analytics billing/payment systems and conversational/IVR tools
• Experience deploying AI/automation in production workflows
• Proven cross-functional leadership and crisp communication skills

CORE COMPETENCIES:

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

12-Month Outcome Targets Example:

• Service & Effort: 1525% repeat contacts; 1015 pts Wi-Fi satisfaction
• Billing & Payments: 2540% bill-related contacts; 1525 pts autopay adoption
• Change Service: 2035% upgrade/attach; 1020 pts save-rate on downgrades
• Loyalty: 1020% churn; 1015% cost-to-serve; 1020 pts journey NPS

CORE KPIs:

• Use/Performance: outage minutes latency/jitter proactive health checks sentresolved Wi-Fi satisfaction truck-roll repeat %
• Pay: bill-related contact rate payment success rate autopay/paperless adoption days-past-due promise-to-pay kept delinquency & involuntary churn
• Change Service: plan-change CVR upgrade/attach rate downgrade intentsave rate proration/fee transparency contact rate
• CX/Service: FCR repeat-contact rate IVR/chat containment AHT (as relevant) complaint rate NPS/CSAT for Enjoy
• Financials: ARPU/ARPA lift from upgrades & add-ons cost-to-serve credits/goodwill rate

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Additional Information :

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 to initiate the accommodations process. 

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