Brightspeed
Telecommunications
Brightspeed is a fiber internet service provider that offers high-speed internet plans with no annual contracts or termination fees. They offer a variety of plans, including a 2 Gig plan for effortless streaming, gaming, video calling, and uploading and downloading, a 1 Gig plan for multiple high-bandwidth users, a 500 Mbps plan for HD streaming and competitive gaming, and a 200 Mbps plan for small households. Brightspeed emphasizes providing fast and reliable internet with transparent pricing, and they are focused on expanding connectivity to underserved areas. They offer special promotions such as three months of free service for new fiber customers.
Customer Experience Journey Manager
Job not on LinkedIn
October 7
Brightspeed
Telecommunications
Brightspeed is a fiber internet service provider that offers high-speed internet plans with no annual contracts or termination fees. They offer a variety of plans, including a 2 Gig plan for effortless streaming, gaming, video calling, and uploading and downloading, a 1 Gig plan for multiple high-bandwidth users, a 500 Mbps plan for HD streaming and competitive gaming, and a 200 Mbps plan for small households. Brightspeed emphasizes providing fast and reliable internet with transparent pricing, and they are focused on expanding connectivity to underserved areas. They offer special promotions such as three months of free service for new fiber customers.
📋 Description
• Lead the Join (Learn & Buy) experience from service eligibility and plan selection through checkout, appointment scheduling, and handoff to install. • Own the roadmap, backlog, and cross-functional delivery across digital, telesales, retail, and partner channels. • Define the Join journey vision and north-star metrics (e.g., Sales per 100 OFS, CVR, CPGA, pre-install cancels). • Maintain a prioritized backlog based on funnel losses (e.g., eligibility fails, checkout drop-offs, routing leakage). • Build dashboards for LQS→sales, funnel drop-offs, time-to-complete, appointment set vs. kept, and cancel intent signals.
🎯 Requirements
• 6+ years in product, CX, e-commerce, or sales journey ownership with proven funnel optimization • Strong fluency in funnel analytics, experimentation, and conversational/IVR analytics; SQL/BI a plus • Experience deploying AI/automation in buyer and agent workflows • Proven cross-functional leadership and crisp communication skills
🏖️ Benefits
• Competitive medical, dental, vision, and life insurance • Employee assistance program • 401K plan with company match • Comprehensive benefit program • Paid time off • Flexible work arrangements • Professional development opportunities
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