Customer Experience Support Journey Manager

Were 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 1218-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 flagsincluding AI-powered capabilitieswith 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

Qualifications :

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 YOULL 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 812 pts; repeat-contact rate 1525%; containment 1020 pts
• Retention & Churn: save rate 1020 pts; churn 1020%; CES 2030%
• Billing/Returns: complaints 2540%; RMA cycle time 2030%; final bill disputes 3050%
• Win-Back: contactability 2030%; CVR 510 pts
• Cost & Satisfaction: cost-to-serve 1015%; Help journey NPS/CSAT 1020 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 issuedreceived 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

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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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