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Customer Experience Support Journey Manager

Customer Experience Support Journey Manager

BrightspeedCharlotte, NC, US
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Customer Experience Support Journey Manager

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 realitydesigning and building a world class fiber network and creating a customer experience second to none.

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 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

    • 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 +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 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
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