Customer Experience Get Journey Manager

Were seeking a strategic and operationally rigorous Customer Experience Get Journey Manager to lead the end-to-end Get/Install experience from order capture and scheduling through technician/self-install activation and the first 90 days of service. Your role is critical to delivering a fast reliable and transparent onboarding experience that sets clear expectations ensures right first-time installs and stabilizes service early in the customer lifecycle.

Reporting directly to the Vice President Marketing Operations you will own the roadmap backlog and cross-functional delivery across field operations scheduling activation and early-tenure support. Your work will directly impact key business outcomes including lower cancels higher NPS reduced repeat contacts and improved CPGA and cost-to-serve.

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

Journey Strategy & Roadmap

• Define the Get/Install 90-day vision and north-star metrics (e.g. OTD/ODD% RFT pre-install cancels early-tenure NPS/churn)
• Build a 1218-month roadmap with clear hypotheses and success metrics across scheduling technician dispatch self-install activation and onboarding

Backlog Ownership & Delivery

• Maintain a prioritized backlog based on quantified losses (e.g. long intervals tech no-shows repeat truck rolls)
• Lead agile ceremonies and iterative delivery with Field Ops Network Engineering CX Care Logistics and E-commerce
• Run A/B tests geo-cell pilots and feature flagsincluding AI-assisted capabilitiesto de-risk and scale improvements

Customer & Data Insight

• Use VoC/VoA dispatch data route telemetry session replays and ticket analytics to diagnose issues
• Build dashboards for install intervals OTD/ODD RFT self-install success Day-0 activation and 30/60/90-day stability
• Partner with Data/ML to deploy predictive models and trigger proactive interventions

Cross-Functional Collaboration

• Coordinate with Field Ops Network CX/Retention Care Logistics Marketing IT and E-commerce to ensure readiness and alignment
• Finalize playbooks disclosures and training before launch; monitor KPIs post-launch

Governance & Impact

• Set OKRs and publish bi-weekly progress updates
• Tie improvements to business value (e.g. cancels repeats CPGA NPS churn) and validate via control/readouts

Qualifications :

WHAT IT TAKES TO CATCH OUR EYE:

• 6 years in product/CX/operations with order-to-install or field/last-mile journey ownership.
• Fluency in ops & funnel analytics (dispatch/route IVR ticketing; SQL/BI a plus) and conversational/IVR analytics
• Experience applying AI/automation to scheduling routing prediction agent-assist and proactive support
• Strong cross-functional leadership with Field/Network/IT; crisp communicator; 80/20 decision-maker under time pressure

CORE COMPETENCIES:

• Customer-obsessed
• Operationally rigorous
• Data- and AI-informed
• Systems thinker
• Bias for action
• Collaborative
• Change leader

TOOLS YOU WILL USE:

• Workforce/Dispatch: WFM route optimization tech apps
• CX/Support: CRM agent-assist AI knowledge management
• Analytics: Looker/Tableau GA4/Adobe A/B testing platforms
• Telemetry/Proactive: outage detection device telemetry session replay
• E-commerce/Scheduling: appointment APIs catalog/order orchestration

12-MONTH OUTCOME TARGETS EXAMPLE:

• Install Interval: 2030% average interval; increase soonest slot availability
• On-Time Completion: 812 pts OTD/ODD
• Right-First-Time: 1015 pts RFT; 2030% repeat truck rolls
• Pre-Install Cancels: 2030%
• Self-Install Success: 1020 pts
• Early Tenure: 812 pts NPS; 1525% churn; 1525% repeat contacts

CORE KPIs:

• Scheduling & Field: Offered vs. accepted slots average interval OTD/ODD% reschedule rate no-access % RFT repeat-truck % self-install success tech arrival variance
• Quality & Risk: Mis-qualification rate worktype accuracy (aerial/buried) CPE readiness outage days in first 90 ticket reopen rate
• CX & Service: Welcome call/sequence completion FCR repeat contacts AHT (as relevant) IVR/chat containment proactive comms engagement
• Business: Pre-install cancel rate Day-0 activation rate early-tenure churn % CPGA cost-to-serve (first 90 days) first-30/60/90-day NPS/CSAT

#LI-SS1

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. 

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

• Brightspeeds Privacy Notice for California Residents
• Brightspeeds Privacy Notice

Remote Work :

Yes

Employment Type :

Full-time