Digital Base Management Manager

Charlotte, VT - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Role:

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.

Qualifications :

Education
Bachelors degree in business marketing information systems digital commerce or a related field.

Work Experience
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.

Knowledge and Technical Skills
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.

A plus if you have:

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.

Language Skills:

English required.
Additional languages preferred but not required

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

Role: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 par...